PENGARUH KUALITAS LAYANAN, TARIF DAN FASILITAS TERHADAP KEPUASAN PELANGGAN RUMAH SAKIT HAJI SURABAYA

Abstract

This research aims to examine and analyze the influence of service quality on outpatient satisfaction, the influence of the room rates on outpatient satisfaction and the influence of facilities on patient satisfaction inpatient. The population is outpatient at Haji General Hospital Surabaya which is a company that engaged in health services. The sampling using sampling accidental method through the purposive sampling technique with Slovin formula obtained the sample as much as 100 respondents. The data collection was done through questionnaires. The data analysis in this research that been used is multiple linear regression analysis with the help of SPSS version 23. The result of this research found that the service quality have positive and significant influence to the satisfaction of outpatient, room rate have positive and significant influence to the satisfaction of outpatient and the facility have positive and significant influence to outpatient satisfaction.
Keywords: service quality, room rate, facilities and patient satisfaction.