PENGARUH KUALITAS LAYANAN, HARGA, DAN FASILITAS TERHADAP KEPUASAN PASIEN RAWAT INAP

Abstract

A long with the enhancement of the awareness of the importance of health forthe society, also tight
competition in the development of medical technology, it has become a demand to the qualified health
service in order to fulfilled the basic needs of the society. This research is meant to find out the influence of
service quality, price, facility to the inpatient satisfaction, and to find out which one is the variables of
service quality, price and facility which have dominant influence to the inpatient satisfaction.The
population of this research is all inpatients which have ever done the treatment minimal 2 × 24 hours (2
days), the patient is in the process of healing, able to communicate well, patients who are allowed to
return home, patients who have ever occupied in every class of medical treatment. The determination of
samples uses Non Probability Sampling; the data analysis technique has been done by using multiple
linear regressions.The result of this research shows that all independent variables which consist of service
quality, price, and facility each of them has significant influence partially to the satisfaction. Meanwhile,
facility variable has dominant influence to the inpatient satisfaction, its truth has been proven.

Keywords:Service Quality, Price, Facility, Customers Satisfaction.