Analysis of the Influence of Service Quality Dimensions on Patient Satisfaction at Bhayangkara Hospital, Bondowoso

ABSTRACT : The main purpose of this research is to know the impact dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy) against patient’s satisfaction. This research uses 224 respondents who were chosen according to some specified criteria in the patient room of Bhayangkara Bondowoso Hospital. This is descriptive, comparative, and associative research. Data collection method use questionnaire. The result by t test with the help of SPSS 26 software shows that the score is sig. 2 tailed variable tangibles 0.000 <0.05, variable reliability 0.000 <0.05, variable responsiveness 0.000 <0.05, variable assurance 0.000 > 0.05, variable empathy 0.000 <0.05. This t test shows that each variable tangibles, reliability, responsiveness, assurance, and empathy make an impact against patient’s satisfaction. The result of the F test with the help of SPSS 26 software shows a significant score of 0.000 <0.05. This F test shows that all of the variable tangibles, reliability, responsiveness, assurance, and empathy make an impact simultaneously against elderly patient satisfaction.

KEYWORDS: Service, Satisfaction, Elderly