TINGKAT KEPUASAN PASIEN KELAS 3 ”RUANG MEDICAL JAMINAN” TERHADAP KUALITAS PELAYANAN JASA RUMAH SAKIT UMUM DAERAH KOTA PRABUMULIH

This research was aimed to determine the satisfaction level of 3rd class patient of medical jaminanto the services quality of theRumahSakitUmum Daerah Kota Prabumulih. This research would be an advantage for the hospital as well in order to find out about the patient assessment to the provided services quality. The data of this research were obtained from questionnaires and direct observations by the parties concerned. This study used both of quantitative and qualitative methods. The questionnaire data result was calculated by using the interpretation score. According to the five dimensions data result that used to measure patients' satisfaction, the highest rating was gained by the responsiveness dimension by 82%, which indicated a very fast response from the medical staff of the hospital to the patients, a willing offer help from the medical staff to the patients, and the quick actions in responding all complaints. However, the tangibles dimensionwas gained the lowest result with 60%.Based on these calculations, all of dimensions were well rated by the patients. Nonetheless, the lowest result must be increased later on. Especiallythe tangibles dimension, the hospital had to improve and replace inadequate facilities so that the hospital services would be accepted well by the patients and the patients themselves would feel comfortable in the hospital