Analisis Kepuasan Pasien di Instalasi Rawat Inap Diponegoro Atas Kabupaten Malang

Background: Patient satisfaction is an important indicator for controlling the quality of health services in hospitals. The research results show that the level of patient satisfaction in several hospitals in Indonesia is still below the standards set by the government, namely (>90%). High patient satisfaction results from maximum service quality and if the quality of service provided is poor then patient expectations will never be achieved. This study aims to analyze patient satisfaction at the Upper Diponegoro Inpatient Installation at Kanjuruhan Regional Hospital, Malang Regency.
Method: This research was conducted on 18 patients treated at the Upper Diponegoro inpatient installation at Kanjuruhan Regional Hospital using total sampling technique. The data collection tool uses a questionnaire. The collected data was analyzed using descriptive-quantitative analysis techniques.
Results: The research results show that the level of patient satisfaction is based on five dimensions of service quality, on the reliability dimension 100%, the responsiveness dimension 94%, the empathy dimension 100%, the reality dimension 89%, and the assurance dimension 100%.
Conclusion: Patient satisfaction with the quality of service at the Diponegoro Atas inpatient installation at Kanjuruhan Regional Hospital is in the satisfied category.