THE EFFECT OF SERVICE QUALITY ON OUTPATIENT PATIENT SATISFACTION AT RESTU IBU HOSPITAL BALIKPAPAN
DOI:
https://doi.org/10.52630/jmbv.v10.i02.73Keywords:
Service Quality, Physical Evidence, Reliability, Responsiveness, Assurance, Empathy, Patient Satisfaction, OutpatientAbstract
This study aims to determine the influence of service quality on patient satisfaction in the outpatient Restu Ibu Hospital. This research using quantitative methods. This research use the technique of incidental sampling with a total sample of 340 respondents, using the method of data collection by way of questionnaires.
Based on the results of multiple linear regression analysis obtained a correlation coefficient value (R) of 0.823, and the coefficient of determination (R2) equal 0,678. The results of the F test of the hypothesis showed Fcount 140,729 > Ftable 2.40 which means there is significant influence between quality of service (X) on patient satisfaction (Y). For the results of the t test, the variables of physical evidence, responsiveness, assurance and empathy partial effect on patient satisfaction. And the reliability variable has no partial effect on patient satisfaction.
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