Pengaruh Mutu Pelayanan Terhadap Kepuasan Pasien Pendaftaran Rawat Jalan Rumah Sakit Nur Hidayah Bantul

Abstract

Background: Patient’s views of registration services at Nur Hidayah Hospital are still not good with negative
reviews found on Google hospital reviews. Based on the results of interviews during the preliminary study, 6 out
of 10 patients complained about the unfriendly attitude of the registrar when serving patients, the officers were
not fast in registering, and the registration waiting room was inadequate. This is certainly not in accordance with
the mission of Nur Hidayah Hospital.
Objective: To determine the partial and simultaneous effects of medical record service quality on outpatient
registration patient satisfaction from the perspectives of tangibles, responsiveness, reliability, assurance, and
empathy at Nur Hidayah Hospital, Bantul.
Methods: The study used a cross-sectional design with a quantitative approach. The research sample is 109
respondents. Data were collected through questionnaires and analyzed using the normality test, multicollinearity
test, heteroscedasticity test, multiple linear regression test, t test, f test, and test the coefficient of determination.
Results: The t-test results showed that partially the dimensions of tangibles, responsiveness, reliability, assurance,
and empathy had a significant positive effect on patient satisfaction in the registration section with successive
significance values of 0.029, 0.040, 0.009, 0.000, and 0.037. It is known that the five variables have a significance
value of each variable <0.05. The results of the F test indicated that the dimensions of tangibles, responsiveness,
reliability, assurance, and empathy had a significant influence on patient satisfaction in the registration
department, with a significance value of 0.000 <0.05.
Conclusion: Partially and simultaneously, the dimensions of tangibles, responsiveness, reliability, assurance and
empathy have a significant positive influence on patient satisfaction at the outpatient registration department at
Nur Hidayah Hospital.
Keywords: Service Quality, Patient Satisfaction.