Gambaran Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Jalan Di Rumah Sakit Ketergantungan Obat Jakarta Tahun 2021

Overview of Service Quality on Outpatient Patient Satisfaction at the Jakarta Drug Addiction Hospital in 2021

Abstract

Introduction: Service quality is a performance indicator for health service providers such as hospitals. The Jakarta Drug Addiction Hospital is the only government hospital that specializes in substance-related disorders, with the most common problem being too many patients. To describe the quality of service on outpatient satisfaction at the Jakarta Drug Addiction Hospital.

Methods: This study was a quantitative study using a descriptive design. The number of 97 respondents was based on the Slovin formula which was carried out in January 2022. Data collection used a questionnaire about the service quality at Jakarta Drug Addiction Hospital.

Results: This study showed that the quality-of-service Jakarta Drug Addiction Hospital which consists of reliability, responsiveness, assurance, attention, and appearance, the majority of respondents (> 50) chose well. Analyzed using multiple linear regression there was a significant effect between service quality (reliability p = 0,000; responsiveness p = 0,000; assurance p = 0,000; attention p = 0,000; and performance p = 0,002) and patient satisfaction.

Discussion: The quality of service affects the satisfaction of outpatients at the Jakarta Drug Addiction Hospital. Hospitals are expected to improve quality services by fulfilling the number of employees and the care provided according to patient needs.