PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RUMAH SAKIT SARILA HUSADA SRAGEN PADA PASIEN RAWAT JALAN
Abstract
Background: Sarila Husada Hospital of Sragen is one of the hospitals that
provide health services for people in Sragen and the surrounding area . Sarila
Husada Hospital of Sragen strive to continuously improve service quality without
neglecting the social function as a health authority . The purpose of this study was
to determine : the effect of service quality in terms of the dimensions of the display
/ physical evidence to client satisfaction , impact of service quality in terms of the
dimensions of reliability to client satisfaction , impact of service quality in terms
of the dimensions of responsiveness to client satisfaction , impact of service
quality in terms of dimensions assurance / guarantee to client satisfaction , impact
of service quality in terms of the dimensions of empathy toward the patient
satisfaction Sarila Husada hospital outpatient Sragen patients .
Method: is asosiatif research. Its population is All patients who use the
services of Sarila Husada Hospital of Sragen. The sampling technique is done by
non-random sampling sample size of 100 respondents. Retrieving data using
questionnaires. Analysis of data using multiple regression analysis.
Result and Discussion: result Y = -0,371 X₁ + 0,689 X₂ + 0,082 X₃ +
0,337 X₄ - 0,123 X₅ . In the equation shown tangible effect of variable (X₁ ) ,
reliability (X₂ ) , responsivess (X₃ ) , asurance (X₄ ) , empathy (X₅ ) to the
satisfaction of hospital patients Sarila Husada Sragen in patients Outpatient ( Y ).
Conclusion: Variable physical evidence (tangible ) has a positive and
significant impact on patient satisfaction , variable reliability (reliability ) has a
positive and significant impact on patient satisfaction , variable responsiveness
(responsiveness ) did not have a positive effect and no significant effect on patient
satisfaction , guarantee variable (assurance) has a positive and significant impact
on patient satisfaction , variable empathy (empathy ) do not have a positive and
significant impact on patient satisfaction Sarila Husada hospital outpatient
Sragen patients .