Hubungan Mutu Pelayanan Dengan Kepuasan Pasien Rawat Jalan Di RSUD Ramela Kota Jayapura

Abstract

Background : The quality of hospital services is very vital to patient recovery which will have an impact on patient satisfaction so that they can reuse the services provided. Ramela Regional Hospital as a hospital operating in 2020 has several challenges in supporting health services, with limited health personnel, facilities and infrastructure supporting services and other supporting facilities which have an impact on the patient satisfaction they receive. Purpose:  The research aim is to determine the quality of service on patient satisfaction including physical evidence, reliability, responsiveness, guarantee and attention. Methods: This research use cross-sectional  design with total population in 2023 was 2439 patients and the sample was 96 people based on accidental sampling. Data was obtained using a questionnaire and analyzed using the chi square test to determine the relationship between variables. Results: The research results showed that factors that were significantly related to outpatient satisfaction were physical evidence (tangibles) for outpatient satisfaction at Ramela Hospital, Jayapura City, responsiveness, assurance of attention (empathy). The factor that is not significantly related to outpatient satisfaction at Ramela Hospital, Jayapura City is reliability. Conclusion: Patients need real service from all staff at Ramela Muara Tami Regional Hospital, Jayapura City.