LITERATURE REVIEW : PENGARUH PENANGANAN PENGADUAN TERHADAP KEPUASAN PASIEN DI RUMAH SAKIT

Abstract

ackground: Handling complaints is something the company will do when there are complaints from customers
who are dissatisfied with the services of the service provider company or after a service failure occurs. However,
complaints submitted by patients tend to have not been handled optimally by the hospital so that this will have an
impact on patient satisfaction. Handling complaints is one strategy to increase customer satisfaction in hospitals.
Objective: to determine the effect of handling complaints on patient satisfaction in hospitals. Methods: using a
literature review design, using relevant literature articles or journals, articles or journals included in the
literature study n = 10, searching for literature using the Google Scholar database. Results: the highest score for
handling complaints was 82.92%, the highest patient satisfaction score was 96.3%. Conclusion: Based on 10
research journals reviewed, it states that the handling of complaints has an effect on patient satisfaction
in hospitals.

Keywords: complaint; hospital patient satisfaction.