ANALISIS KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PASIEN PADA BALAI PENGOBATAN SWADAYA MEDIKA PALEMBANG

The purpose of this study was to determine how the quality of service on patient satisfaction in Palembang Swadaya Medika Clinic. In this study, researchers measured five dimensions of service quality according to Parasaruman. Based on the results of the analysis of the suitability and Diagram Cartesius can be concluded that there are six indicators that need to be improved is the waiting room conditions and checkpoints, waiting room facilities, provision of medical equipment, the price of medical costs, doctor's ability to quickly resolve the complaints of the patient's response. Furthermore, there are indicators that the quality of service that must be maintained, the ability of doctors to check a patient's illness, the attitude of respect from doctors to patients, hospitality doctors, and nurses, fair service, understanding the needs of the patient's physician, the personal attention of doctors, and nurses to patients. Then there is one indicator that is considered less important is the willingness of nurses to help patients quickly as guiding patients to examination rooms and restrooms. While the remaining indicators were considered excessive in its implementation, namely the appearance of neatness and cleanliness of doctors and officers, physical layout, precision handling and administration of medication history card nurses understanding of the needs of the patient. Keyword: Quality, Service, Satisfaction, Patien