Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien di Rumah Sakit Gigi dan Mulut Universitas Jember

Abstract

The quality of health service can be viewed from the sides of the health service provider such ashospital or health service center, and the patient as the service user. The quality of service according to thepatient is reflected in the patient satisfaction. The patient satisfaction is essential information for hospital orother health service center to design strategy to improve performance for survival under strict competition.The purpose of this research was to determine the influence of the service quality according to the patient, interms of tangibility, reliability, responsiveness, assurance and empathy, on patient satisfaction. The researchwas conducted at Dental Hospital, University of lember from September 2005 to February 2006. The researchwas applied to the multi-visit patients, who were handled by professional level students. This observationalreseach was carried out by using cross sectional approach, in which data was collected using questionnaire.The sample included 150 people, and the data were subsequently analyzed using double regression analysison the influence of the service quality toward patient satisfaction. The results showed that tangibility,reliability, responsiveness, assurance and empathy factors simultaneously influence the patient satisfactionwith R2 value of 0.809. The partial correlation coefficients were for tangibility 0.198, reliability 0.207,responsiveness 0.197, assurance 0.440, and empathy 0.192. The study concluded that the service qualitycomprises of all five factors of tangibility, reliability, responsiveness, assurance and empathy influencing thepatient satisfaction, with assurance as the most influential factor.