Tingkat Kepuasan Pasien RSIA Siti Hawa dalam Upaya Peningkatan Kualitas Pelayanan Menggunakan Metode Service Quality (SERVQUAL)

Patient satisfaction is an important indicator in improving the quality of hospital. RSIA Siti Hawa always tries to improve hospital order provide excellent service patients. One efforts made by knowing level patient satisfaction. The purpose this study was determine extent with Hospital so that it can assist management evaluating and services quality. This research conducted using Service Quality (SERVQUAL) method which has five dimensions, namely tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (assurance) empathy (empathy). measurement carried out identify patient's expectations perceptions from dimensions Quality, overall be seen looking at value gap occurs due mismatch between perceptions. data processed were questionnaire 30 respondents / patient. result test consisting 14 question attributes a positive value. highest 0.47 12th attribute regarding politeness friendliness officers providing services, lowest 6th 0.27 timeliness schedules. Based on rank empathy, assurance, responsiveness, reliability. results study, concluded provided patients said good, these measurements used as evaluation services.