ANALISA TINGKAT KEPUASAN PASIEN RAWAT INAP TERHADAP MUTU PELAYANAN DI INSTALASI RADIOLOGI RSUD ARIFIN ACHMAD PROVINSI RIAU

Abstract

Patient satisfaction is a target that is often applied by comparing the results of the quality of service received with expectations. The purpose of this study was to determine the level of inpatient satisfaction with the quality of service at the Radiology Installation at Arifin Achmad Hospital, Riau Province. This type of research is a cross sectional quantitative analysis. The sampling method was accidental sampling with a sample size of 81 respondents. This research was conducted by filling out a questionnaire by the patient and then calculating the percentage level of patient satisfaction with the quality of service under study. The results of the study based on the calculation of the Customer Satisfaction Index (CSI) showed that the result was 77% indicating that the percentage level of patient satisfaction with the quality of service was satisfied. Meanwhile, based on the calculation of the level of patient satisfaction with the indicators studied, reliability was 57.1%, responsiveness was 64.2%, care was 62.3%, assurance was 59.9%, physical evidence was 59.2%.