PENGARUH KUALITAS PELAYANAN, FASILITAS DAN KINERJA MEDIS & NON MEDIS TERHADAP KEPUASAN PASIEN RAWAT INAP RUMAH SAKIT UMUM ISLAM BANYU BENING BOYOLALI

Suraningtyas Widyastuti, Anggit Dyah Kusumastuti, Annisa Indah Mutiasari

Abstract


The study aims to determine the effect of service quality, facilities, and medical & non-medical performance on patient satisfaction at Banyu Bening Boyolali Islamic General Hospital. The research method used a quantitative descriptive. The population was all third class inpatients from January to March 2023. The sampling technique used the Slovin formula so that a total sample of 336 respondents was obtained. The results show that the variables of service quality and medical & non-medical performance affected patient satisfaction. Meanwhile the facility variable does not affect patient satisfaction. The most dominant variable in this study is medical & non-medical performance rather than the quality of services and facilities. The Adjusted R square value is 46.7%. The patient satisfaction variable can be explained by the variables of service quality, facilities, and medical & non-medical performance. Meanwhile, the remaining 53.3% is explained by other variables not discussed in this study.

Keywords: service quality, facilities, medical & non-medical performance, patient satisfaction.


Keywords


service quality, facilities, medical & non-medical performance, patient satisfaction

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DOI: https://doi.org/10.46576/bn.v6i2.3493

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