Fitriani, Nabila and Hermawanti, Susi (2025) Hubungan Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Jalan pada Rumah Sakit Umum Cakra Husada Klaten. Analisis “Jurnal Bisnis dan Akuntansi”, 27 (2). pp. 15-26. ISSN 1978-9750

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Abstract

The rapid development of the healthcare sector has encouraged Cakra Husada Hospital, Klaten to continuously improve the quality of its services in order to foster patient satisfaction and trust in the hospital. This study aims to investigate the relationship between service quality and outpatient satisfaction at Cakra Husada General Hospital, based on the five dimensions of service quality (reliability, responsiveness, assurance, empathy, and tangible). Spearman’s Rank Correlation (Rho) was employed to analyze the relationship between service quality and patient satisfaction, involving 60 outpatient respondents. The results of this study indicate a significant, positive, and moderately strong relationship between patient satisfaction (Y) and the following dimensions: reliability (X1) at 0.581; responsiveness (X2) at 0.588; assurance (X3) at 0.584; empathy (X4) at 0.532; and tangibles (X5) at 0.541.

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