ANALYSIS OF THE EFFECT QUALITY PATIENT SATISFACTION SERVICES IN HOSPITAL INPATIENT INSTALLATION AEK CANOPAN AREA

AYU HASANAH PANJAITAN (2024) ANALYSIS OF THE EFFECT QUALITY PATIENT SATISFACTION SERVICES IN HOSPITAL INPATIENT INSTALLATION AEK CANOPAN AREA , TESIS, UNIVERSITAS PRIMA INDONESIA

ABSTRAK

With the increasing number of hospitals, each hospital must have its own strategy to win the hearts of patients to want to use the hospital's services, one of the ways is to improve the quality of service. The quality of services provided is one of the factors for patients to choose a place of treatment, in the health industry, the quality of services is very important in attracting patients to use the health services offered to increase patient satisfaction. In addition, hospitals must also maximize the marketing mix strategy which is a strategy that includes several elements, namely product, price, promotion, location, people, physical evidence and process. All elements must be maximized to obtain optimal results. The purpose of this study was to determine the effect of service quality and marketing mix on patient satisfaction at Class I, II, II Inpatient Installations at Aek Kanopan Regional General Hospital. This research is a quantitative study, the population in this study were patients in class I, II, II inpatient installations at the Aek Kanopan Regional General Hospital. The number of samples used was 200 patient samples. Data analysis in this study used univariate, bivariate and multivariate analysis. The results showed that partially service quality with the dimensions of responsiveness, empathy and tangible each had an effect on patient satisfaction in Class I, II, II Inpatient Installations at Aek Kanopan Regional General Hospital, while the dimensions of reliability and assurance had no effect. Partially the marketing mix with dimensions namely type of service, location of service, promotion, health personnel, physical appearance, service process and hospital performance each influence patient satisfaction at Class I, II, II Inpatient Installation at Aek Kanopan Regional General Hospital , while the dimensions of reliability and assurance have no effect. Simultaneously or together the quality of service with responsiveness, empathy and tangible dimensions influences patient satisfaction at Class I, II, II Inpatient Installations at the Aek Kanopan Regional General Hospital. Simultaneously or together the marketing mix with dimensions, namely the type of service, service location, promotion, health personnel, physical appearance, service process and hospital performance each influence patient satisfaction in Class I, II, II Hospital Inpatient Installations Regional General Aek Kanopan, while the dimensions of reliability and assurance have no effect.

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