Nurse communication, service quality, and satisfaction among hospital inpatients

Indra Nugraha Indara (Sultan Agung Islamic University) ROR
Iskim Luthfa (Sultan Agung Islamic University) ROR
Abrori Abrori (Sultan Agung Islamic University) ROR
DOI: 10.56922/msc.v6i6.7 Published: 2026-10-27 pp. 177-181
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Background: Patient satisfaction is an important component of perceived care quality. Communication and service quality may shape how inpatients evaluate nursing care.

Purpose: To examine the associations of nurse communication and nursing service quality with patient satisfaction among inpatients at Sari Asih Serang Hospital.

Method: This analytical cross-sectional study included 120 inpatients recruited by consecutive sampling during October–November 2025. Patient-reported nurse communication, service quality and satisfaction were assessed using Likert-type questionnaires. Spearman rank correlation was used to assess bivariate associations (α = 0.05).

Results: Good nurse communication was reported by 100 participants (83.3%); good service quality and good satisfaction were each reported by 109 participants (90.8%). Both nurse communication (Spearman ρ = 0.868; p < 0.001) and service quality (ρ = 0.805; p < 0.001) were positively associated with patient satisfaction.

Conclusion: Nurse communication and nursing service quality were strongly and positively associated with patient satisfaction in this inpatient sample. The cross-sectional, self-reported findings cannot establish causation and require confirmation using validated instruments and complete source data.

Nurse communication, service quality, and satisfaction among hospital inpatients. (2026). Journal of Medical Surgical Concerns, 6(6), 177-181. https://doi.org/10.56922/msc.v6i6.7
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