PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RSU SURYA HUSADHA DI DENPASAR

Abstrak

The purpose of this study is to determine whether the quality dimension consisting of tangibles, reliability, responsiveness, assurance and empathy have a significant influence on customer satisfaction. This research was conducted to patient of Surya Husada Hospital Denpasar. This has 115 respondents consisting of inpatients or outpatients with consideration, if the patient felt less able to fill, can be represented by the patient's family with the condition must be with the consent of the patient concerned. Data collection was done through questionnaires and interviews. Data analysis technique used is multiple linear regression. Based on the results of the analysis found that simultaneously, the five variables affect the patient satisfaction. But from the results of the analysis of individual variables with t-test, the variable of physical evidence, reliability, assurance and empathy have positive and significant impact on patient satisfaction. But for variable of responsiveness have positive and insignificant effect. Determination coefficient value of 0,513 indicates that 51.3 percent of patient satisfaction variation can be explained by the five independent variables used in the regression equation, while the remaining 48.7 percent is explained by other variables outside the five variables used in this study