ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI TINGKAT KEPUASAN RESPONDEN PENGGUNA RAWAT JALAN RUMAH SAKIT PEMERINTAH DI INDONESIA

Patient satisfaction is one of important components of health care quality. Based on the Indonesia National Health Survey 2004 data the association between the dominant risk factors and outpatient satisfactions at government hospitals were determined. The data was analyzed by descriptive statistics, simple and multiple logistic regression to develop amodel of dominant factors to determine the probability outpatient satisfaction at government hospitals. Results of the study showed that the reliability (waiting time), tangible (hygiene conditions of health facilities) were significantly assocrated with the outpatient satisfaction at government hospitals. To enhance the outpatient satisfaction government hospitals, therewere 2 (two) dominant factors that had to be managed seriously. The outpatient satisfaction could be achieved as if the waiting time and hygiene conditions of the health facilities were good, then the probability of the outpatient satisfaction was 78.24%. It hopes that the results could be used for planning and conducting programs to enhance the quality of outpatient health services at government hospitals in Indonesia. Key words: dominant factors, respondents, outpatient service, government hospitals, satisfaction risk