Pengaruh Kualitas Pelayanan Pada Bagian Penerimaan Pendaftaran Pasien Rawat Jalan Terhadap Kepuasan Pasien Rawat Jalan di Rumah Sakit Islam Muhammadiyah Sumberrejo

Abstract

Background: In general, hospital provide service to patients as their wishes and if the service time is unknown then it will cause long service waiting time, so it will make them dissatisffied and will result in decreased outpatient visits and cannot meet community needs. The purpose of this research was to analyze the effect of service quality on the admissions section of outpatients toward their satisfaction at Rumah Sakit Islam Muhammadiyah Sumberrejo. Method: The research design used analytical correlational survey with cross sectional approach. Sampling method used simple random sampling. The samples were 92 respondents of outpatients at Islam Muhammadiyah Sumberrejo in April 2018. The research data were collected using questionnaire. After the tabulation, the data were analyzed using Ordinal Regression test with significance of 0.05. Results: The result showed that mostly or 44.57% respondents rate the service good, and mostly or 39.13% respondents were satisfied. From the multivariate analyses, most of respondents or 27.2% who rate the service good were satisfied with the service of the admissions section of outpatients. While from the Ordinal Regression test got r = 0.000 which less than α (0,05) so H₀ was rejected and H₁ was accepted. Conclusion: So it can be concluded that there is effect of service quality on the admissions section of outpatients toward their satisfaction at Rumah Sakit Islam Muhammadiyah Sumberrejo in 2018.