Effect of Service Quality and Customer Satisfaction Patients in General Hospitals of Makassar City Region

Abstract

Quality of service and patient satisfaction have a very close relationship. Quality hospital services will provide patients with satisfaction and be the beginning of building a strong relationship for a long period of time. The quality of service in supporting the implementation of the procedure has not been applied maximally. One of them is the lack of professionalism in providing services and information facilities that are still considered inadequate. This study aims to examine and determine the effect of service quality on patient satisfaction in RSUD Daya Makassar Data collection techniques that the authors use is an analytical survey with descriptive analysis approach verificative. Data analysis method using likert scale and sampling using non probability sampling. The population of this research is inpatient in RSUD Daya Makassar with method of determination of sample by using slovin method. Service Quality at Makassar General Hospital of all indicators, research results show the quality of service procedures at RSUD Daya Makassar with good quality. So this shows that tangible, reliability, and assurance variables affect patient satisfaction and empathy variables and responsiveness does not affect the patient satisfaction. Although tangible, reliability, and assurance variables have an effect on patient satisfaction, the Makassar General Public Hospital must maintain or even improve these three variables and for emphaty and responsiveness variables that have no effect on patient satisfaction, the RSUD Daya tries to pay attention to the short comings by looking at how employees pay attention to patients or see how to respond to a patient’s wants or needs