THE DEVELOPMENT OF PATIENT SATISFACTION INDEX AS AN INDICATOR OF PATIENTS PERCEPTION TOWARDS THE SERVICE QUALITY OF RUMAH SAKIT ISLAM JAKARTA TIMUR

Abstract

The understanding towards the concept of service quality is highly correlated with patient satisfaction factor. Patients satisfaction can be used as an indicator of hospitals service quality. An effort in detecting patient satisfaction level is by developing patient satisfaction index which can be used as the indicator of patients perception towards the service quality. The study aims to conduct patient satisfaction index which can be used as the indicator of patients perception towards the service quality of Rumah Sakit Islam Jakarta Timur. The study is a survay study. The study population is the inpatient 1st, 2nd, and 3rd class of Rumah Sakit Islam Jakarta Timur, the sample was purposively determined with inclusion criteria those who are aged 18-60 years old, receiving health treatment at least 3 x 24 hours, they are conscious and able to communicate in a well manner, and they can respond to the question in the questionnaire in totality 114 patients. The independent variable are the service quality dimension i.e. tangibles, reliability, responsiveness, assurance, empathy, and patient characteristics i.e. age, gender, education, occupation, income, the service class and the payers. The dependent variable in the inpatient satisfaction towards service quality. The intermediate variable is the patients perception towards the service quality which is given to them. The data were analyzed with Spearman correlation statistics test with significance indicator 95 % (p = 0,05). Laspeyres index was used to measure the patients satisfaction index. The result of the research show that the Sumber Utama : www.mikm.undip.ac.id