The Relationship of Service Quality to Patient Satisfaction at MCU Petrokimia Gresik Hospital

Abstract

Currently the quality of service is something that is decided by consumer or patient. That is, the patient is the final judge of the quality of the product Quality can be used as a weapon to protect or attract patients in the future while patient satisfaction is the level of one's feelings after comparing the perceived performance / results with expectations. The purpose of this study was to analyze the relationship between service quality and patient satisfaction at MCU Petrokimia Gresik Hospital in September. The method used in this research is quantitative research using research instruments. The data collection instrument used in this study was a questionnaire. Based on the results it was found that the majority of customers expressed satisfaction with the MCU (Medical Check Up) service at Petrokimia Gresik Hospital, namely 65%. It can be concluded that there is a significant relationship between service quality and patient satisfaction at Petrokimia Gresik Hospital. That is, the higher the quality of service provided by Petrokimia Gresik Hospital, the higher the customer satisfaction.