PENGARUH KUALITAS PELAYANAN, TARIF KAMAR DAN FASILITAS TERHADAP KEPUASAN PASIEN RAWAT INAP RUMAH SAKIT HAJI

Abstract

This study aims to test and analyze the effect of service quality, room rates and facilities on patient satisfaction. The population is the inpatient of Haji General Hospital Surabaya is a company engaged in health services. Sampling by using simple random sampling method (simple random sample) with slovin formula. Data was collected through questionnaires and conducted on 100 respondents. Data analysis in this study using SPSS version 21, with test data used in this study include validity test with factor analysis, reliability test with alpha cronbach. Classic assumption test and multiple linear regression analysis, to test and prove the research hypothesis. The test results on model feasibility test indicate a significant influence between service quality variables, room rates and facilities on patient satisfaction. By coefficient of determination test (Rsquare) which indicate contribution or contribution enough. While the test partially indicated that the variable of service quality, room rate and facility also showed a positive and significant influence on patient satisfaction at Haji Surabaya public hospital institution, with the variable having dominant influence is the room tariff variable because it has the highest partial coefficient of determination compared with variable quality of service and facilities.

Keywords: Service quality, room rate, facilities, patient satisfaction