PENGARUH KUALITAS PELAYANAN DAN FASILITAS RUMAH SAKIT TERHADAP KEPUASAN PASIEN (STUDI PADA PASIEN RSUD LABUANG BAJI KOTA MAKASSAR SULAWESI SELATAN)

Abstract

In the current era of development, there are more and more companies engaged in services, one of which is hospital.  In these companies, customer satisfaction is an important thing that can support the company to achieve its goals.  Efforts that can be made to maintain customer satisfaction are by providing good service along with complete facilities.  The better the quality of service and facilities provided, the more consumers will feel satisfied with the services offered. This research was conducted to determine the influence of the services and facilities quality provided by the hospital on customer satisfaction. In this study, researchers used quantitative methods with a non-probability approach through purposive sampling technique.  A total of 50 respondents are used as the sample, all of whom are consumers of RSUD Labuang Baji Makassar.  Researchers collected data using a closed questionnaire, and then the results were analyzed through Microsoft Excel 2010 and SPSS software version 25.0. All question items for each variable were declared valid since the result of R_count was higher than R_table..It means all question items could be used in the study. The results of the reliability test of all question items on each variable also stated reliable results, and this can be seen from the Cronbach's alpha value which is more significant than 0.007.  The two test results also show that (1) service quality has a positive effect on customer satisfaction (2) facilities have a positive impact on customer satisfaction (3) customer satisfaction and facilities simultaneously or together have a positive impact on customer satisfaction.

Keyword: Service Quality; Facilities; Customer Satisfaction.