Hubungan Kualitas Pelayanan dengan Kepuasan Pasien Rawat Inap Penyakit dalam di Rumah Sakit Umum Haji Medan Tahun 2023

Abstract

Patient satisfaction is one of the important factors that hospitals must pay attention to as a company in the service sector. The research was conducted at Haji Medan General Hospital, which is one of the hospitals in Medan City, relating to the quality of health services and the satisfaction of internal medicine inpatients because if the quality of service is good, the patient will reuse the services at that place or not. The patient can recommend the services he received. to other people too. This type of research is quantitative research using an explanatory approach. The research population was internal medicine patients who were hospitalized at Haji Medan General Hospital. The total number of respondents was 18 respondents. Data analysis uses univariate analysis and bivariate analysis. The results of the study showed that the service quality variable, the reliability dimension, was not significantly relate to the satisfied internal disease patients at Haji Medan General Hospital. Meanwhile, the service quality variables, dimensions of responsiveness, assurance, empathy and direct evidence, have a significant relationship between satisfied internal disease patients hospitalized at Haji Medan General Hospital. Percentage of inpatient satisfaction, 12 respondents were satisfied (66.7%) and 6 respondents were dissatisfied (33.3%). It is hoped that the hospital will carry out an evaluation regarding the quality of service and staff. So that new strategies can be found to support the quality of these services, in order to create quality inpatient services and patient satisfaction