Ameilia Kurnia Sari (2015) Faktor Yang Mempengaruhi Kepuasan Pasien Di Instalasi Rawat Jalan Rs. Bhayangkara Tingkat Ii H.S. Samsoeri Mertojoso Surabaya. Skripsi thesis, UNIVERSITAS AIRLANGGA.

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Abstract

Dimensions of service quality according to (Sower, 2006) is the respect and caring, effectiveness and sustainability, fairness of service (appropriate), information, efficiency, food, first-time impressions and staff diversity. This study was motivated by a decrease of visits in 9 departments (heart department, lung department, obstetrics and gynaecology department, psyche department, orthopedic surgery department, neurosurgery department, medical rehabilitation department, inner disease and acupuncture department) with average number of - 8.89%. The purpose of this study was to analyze the effect of patients’ assessment concerning to hospital factors towards their satisfaction in Outpatient Installation, HS Samsoeri Mertojoso Bhayangkara Hospital in Surabaya. This study was a descriptive study with cross-sectional approach. The sample was 134 respondents, and was taken using stratified random sampling technique, and collecting data was conducted through questionnaires with linear regression used for statistical test. The results showed that variables that influenced patient satisfaction were skills, attitudes, behavior, and responsiveness, as well as waiting time. Its advised that HS Samsoeri Mertojoso Bhayangkara Hospital in Surabaya to improve its attitudes and behaviors during service in outpatient installation.

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