Pengaruh Elemen-Elemen Healthcare Service Quality (HCSQ) Terhadap Kepuasan Pasien Rumah Sakit Bina Sehat Jember

Abstract

The purpose of this study is to analyze the effect of Health Care Service Quality (HCSQ) elements, that consist of physical environmental quality and interaction quality, on patient satisfaction in Bina Sehat Hospital, Jember. The population was the patient of Bina Sehat Hospital. Using purposive sampling technique, the sample consisted of 100 respondents. Data were analysed using multiple linear regression. The results showed that partially and simultaneously, physical environmental quality and interaction quality had a positive significant effect on patient satisfaction.