ANALISIS HUBUNGAN TINGKAT KEPUASAN PASIEN TERHADAP KUALITAS PELAYANAN DI INSTALASI RADIOLOGI RSUD SUNAN KALIJAGA DEMAK

ABSTRACTStandard survey requirements for patient satisfaction according to Kepmenkes No 129 in 2008 must be done at least once every 3 months. But in the Radiology Installation of Sunan Kalijaga General Hospital, Demak, the last survey was conducted in November 2018, which means that for more than 3 months a patient satisfaction survey has not been conducted. This study aims to determine the level of patient satisfaction with the quality of service in the Radiology Installation of Sunan Kalijaga Hospital Demak and the factors prioritized to be maintained and improved in increasing patient satisfaction.This study is included in quantitative research with a survey approach and implemented in the Radiology Installation of Sunan Kalijaga Hospital in Demak in April-May 2019. The sample from this study were 60 respondents. Data analysis uses the importance performance analysis method with a cartesian diagram and gap analysis.The results of the study showed that respondents' evaluations of radiological service quality in Radiology Installation of Sunan Kalijaga Hospital Demak in the very satisfied category were 11 respondents with a percentage of 17.8%, satisfied category as many as 36 respondents with a percentage of 59.3%, quite satisfied category as many as 12 respondents with a percentage of 20.3%, 1 category of dissatisfied patients with a percentage of 2.4%, and no respondent who was dissatisfied with the services provided. The priority factors to be improved are: clarity of officers in providing information to patients, speed of service, friendliness of staff towards patients, skills of officers in work, completeness of equipment, service procedures and regularity in registering patients. Priority factors to be maintained are: cleanliness of the room, response of officers in responding to patients, comfort of the room, the ability of officers to conduct checks and neatness of officers