Rudita, Lucia Destiara Ananda (2024) ANALISIS HUBUNGAN KUALITAS PELAYANAN DENGAN TINGKAT KEPUASAN PASIEN RAWAT JALAN DI RUMAH SAKIT BRAYAT MINULYA SURAKARTA. Analisis “Jurnal Bisnis dan Akuntansi”, 25 (2). pp. 69-84. ISSN 1978-9750

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Abstract

This study aims at determining the relationship between service quality and patient satisfaction at the Outpatient Installation of Brayat Minulya Hospital, Surakarta. Outpatient Installation is a medical service for observing, diagnosing, treating, rehabilitating, and providing other health services for the patients without requiring them to be hospitalized. Patients’ satisfaction is influenced by the services provided by medical and non-medical personnels as well as more complete health service facilities. Service quality is measured through five dimensions i.e. reliability, responsiveness, assurance, empathy, and tangible. The relationship between service quality and patients’ satisfaction was analyzed using Kendal Tau correlation. This correlation is used to find the relationship between two or more variables and the data are in ordinal or ranking form consisting of more than 10. The research results show that the 5 dimensions of service quality have a fairly strong and significant relationship with the outpatients’ satisfaction.

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