PENGARUH KUALITAS PELAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN PASIEN RAWAT JALAN DI RS NUR HIDAYAH YOGYAKARTA

Abstract

Background: Customer satisfaction has recently become something that is considered very important in all business sectors, both goods and services. For companies engaged in services, satisfying customer needs means that the company must provide more and more quality services (service quality) to customers. in the results of the preliminary study by taking a sample of 10 respondents. Of the 10 respondents who were given questions, there were 2 respondents who were dissatisfied with the service in the customer service department, namely in terms of the physical appearance of the hospital and equipment and in terms of security guarantees for patients.

Objective: To determine the effect of customer service quality (Reliability, Responsiveness, Assurance, Empathy, Tangible) on Outpatient care Satisfaction at RS Nur Hidayah Yogyakarta in 2022

Methods: The design of this study is the research used in this study using quantitative methods with data collection using a cross sectional design. Sampling was done by purposive sampling method. The sample size was determined using the Slovin formula and 100 samples were obtained from a total population of 3839 outpatients at Nur Hidayah Hospital Yogyakarta. The instrument used is a questionnaire and the data analysis used is bivariate with Kendall's tau test and multivariate with ordinal regression test.

Results: Based on the results of the research conducted, there is an influence between Reliability (p = 0.000), Responsiveness (p = 0.000), Assurance (p = 0.000), Empathy (p = 0.000), Tangible (0.000) on Outpatient care satisfaction at Nur Hidayah Hospital Yogyakarta . p-sig < = 0.05. In this study, it was also found that the most dominant influence was on Reliability with p-value 0.038 < = 0.05 through ordinal regression test. and there is a significant influence between the quality of customer service on patient satisfaction through the F test which obtained a significance result of 0.000 < 0.05 (p < 0.05).

Conclusion: There is an Influence of Service Quality (Reliability, Responsiveness, Assurance, Empathy, Tangible) of Customer Service on Outpatient Care Satisfaction at Nur Hidayah Hospital Yogyakarta.

Keywords: Service Quality, Customer Service, Patient Satisfaction