HUBUNGAN EKSPEKTASI PASIEN TERHADAP KEPUASAN PADA PELAYANAN PRAKTIK FISIOTERAPI MANDIRI DI KOTA MALANG

Introduction: Competition in healthcare, particularly independent physiotherapy practice, requires providers to be able to meet patient expectations in order to achieve optimal satisfaction. Patient expectations are one of the important factors that can affect the perception of the quality of service received. However, the relationship between patient expectations and satisfaction in the practice of independent physiotherapy still shows mixed results. Objective: This study aims to determine the relationship between patient expectations and satisfaction with independent physiotherapy practice services in Malang City. Results: The results of the analysis showed that the average patient expectation score was 156.13 and satisfaction was 78.17 which indicates that most respondents have relatively high expectations and satisfaction levels. However, the results of the Spearman correlation test showed a coefficient value of –0,111 with a p-value of 0,465 (p>0.05), which means that there was no significant relationship between patient expectations and satisfaction. Conclusion: There was no significant relationship between patient expectations and satisfaction with independent physiotherapy practice services in Malang City. Patient satisfaction tends to be more influenced by the perceived service experience than the patient's initial expectations.