Hubungan kualitas pelayanan dan fasilitas terhadap kepuasan pasien rawat inap di RSU Ja’far Medika

Abstract

This study investigates the influence of service quality and facilities on inpatient satisfaction at Ja’far Medika General Hospital in Karanganyar. A quantitative approach is employed, with data collected through questionnaires from patients who underwent inpatient treatment (n = 859). The sample size (n = 90) is determined using the Slovin formula and simple random sampling. Multiple linear regression analysis, preceded by tests for normality, linearity, and multicollinearity, is used for data analysis. Key findings are as follows: (1) Service Quality (X1): There is a significant influence on patient satisfaction (t-value = 5.601, p < 0.05). (2) Facilities (X2): Facilities also significantly impact patient satisfaction (t-value = 3.887, p < 0.05). (2) Combined Influence: Considering both service quality and facilities, there is a significant impact on patient satisfaction (F-value = 348.664, p < 0.05). The multiple linear regression equation is Ŷ = -3.035 + 0.443X1 + 0.433X2. Service quality contributes 52.807% to patient satisfaction, while facilities contribute 36.103%. The determination coefficient (R-squared) of 0.889 indicates that service quality and facilities collectively explain 88.9% of patient satisfaction, with 11.1% influenced by other variables.