Analysis Of Quality Of Service Factors On Patient Satisfaction In Specialist Polyclinics Rsud Kh Daud Arif Kuala Tungkal, Tanjungjabung Barat, Jambi

tangible (bukti fisik), reability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati)

Abstract

ABSTRACT
Background: Based on data shows that the number of outpatients who got treatment by specialist
polyclinic RSUD KH Daud Arif in January-June 2018 experienced a decreased each month.
Meanwhile increased on March. Early survey have done by researcher about patient satisfaction of
health service quality at specialist polyclinic RSUD KH Daud Arif over 10 patients who went treatment
to specialist polyclinic RSUD KH Daud Arif, kuala tungkal, that 6 patients said less satisfied with the
services provided and 4 patients said satisfied with the services provided.
Method: The purpose of research is analyzing factors of service quality over patient satisfaction at
Specialist Polyclinic RSUD KH Daud Arif in 2018. The type of research is cross sectional. The sample
of research are some patients at Specialist Polyclinic RSUD KH Daud Arif about 99 respondent. The
data analysis used chi- squere and regresi logistic.
Result: The result of research showed that there are significantly related tangible, reability,
responsiveness, assurance, and emphaty over service quality at Specialist Polyclinic RSUD KH Daud
Arif in 2018 with p-value = 0.000, And after multiple logistic test from 3 type obtained that the most
dominant factor influence to hospital service quality that is tangible with exponent value B 420,578 and
p-value = 0.000.
Keywords: Characteristics of Respondents, Hospital service quality, tangible,reability, responsiveness,
assurance, and emphathy