ANALISIS PENGARUH KUALITAS PELAYANAN, KUALITAS TENAGA MEDIS DAN FASILITAS TERHADAP KEPUASAN PASIEN RAWAT INAP DI RSIA UMMU HANI PURBALINGGA

Abstract

This research was backgrouned by fluctuating numbers of patient admission in Ummu Hani Maternity Hospital in Purbaling during 2009 – 2011. The objective of this research is to analyze the influence of the service quality, medical treatment and facilities towards satisfaction of Ummu Hani Hospital’s patient. The collection of data in this research was conducted by questionnaires method over 100 respondents which all of them were Ummi Hani’s patient. The method employed was purposive sampling technique to obtain respondent’s opinion over the service, medical personnel, facility, and satisfaction variables. The analysis techniques used in the research are validity test, reliability test, classic assumptions test, multiple linear regression analysis and hypothesis test including the t test, F test, and coefficient of determination (R2).. The research has obtained a positive significant on the analysis of service quality, medical personnel quality, and facility toward patient’s level of satisfcation. The value of adjusted R square was 0.443 which shows that patient’s satisfaction level can be explained by 44.3 percents through those aforementioned three variables. While the remaining 55.7% were due other variables that are not thoroughly analyzed in this research.