QUALITY OF HEALTH SERVICE AND ITS EFFECT ON PATIENT SATISFACTION IN DR. SYAIFUL ANWAR HOSPITAL OF MALANG INDONESIA.

Abstract

Service quality dimension coveringreliability, responsiveness,assurance, empathy, and tangibleis the ultimate goal a public hospitalshould achieve as organization productivity though patients’satisfaction. This study investigated the influence of service quality onpatients’ satisfaction of Dr Syaiful Anwar Hospital in Malang, EastJava, Indonesia. Assigning 50 patients hospitalized during the research,this study collected data using questionnaires, interview and documentanalysis and used SPSS 17.0 as a tool of analysis.Findings of t-testshowed that variables of quality service gave positive effect onpatients’ satisfaction, each of which is: Assurance (46%), Reliability(34,3%), Tangible (42%), Responsiveness (67,1%), and Empathy(43,3%). Determinant test showed all variables affected 46.1% (R² =.464) on public satisfaction andresponsiveness performed the most service quality, patient satisfaction,public hospital, Dr. Syaiful AnwarHospital