Impact Of Service Quality On Patient Satisfaction: A Study At Physiotherapy Unit PKU Muhammadiyah Hospital Of Yogyakarta

Physiotherapy is one of the service components having a significant role in giving health services to the public. This research aimed to understand how patient satisfaction based on service qualities (tangible, reliability, responsiveness, assurance, empathy) at physiotherapy unit PKU Muhammadiyah Hospital of Yogyakarta. The method used in this research was a quantitative method by using a cross-sectional study approach. The research population was all new patients entering in August-September 2020 at the physiotherapy unit PKU Muhammadiyah Hospital of Yogyakarta. The total sample was 76 determined by the accidental sampling technique. The data were analyzed by chi-square analysis and logistic regression. The result of this research showed that the service qualities consist of tangible (p=0.018), reliability (p=0.010), responsiveness (0.000), assurance (0.000), empathy (0.001) related to patient satisfaction at physiotherapy unit PKU Muhammadiyah Hospital of Yogyakarta. According to result of the logistic regression test, it was obtained that responsiveness (Odds Ratio: 6.039, 95% CI 1.862-19.579, p=0.003), assurance (Odds Ratio: 5.238, 95% CI 1.586 - 17.298), p =0.007) were the variables related to patient satisfaction at physiotherapy unit PKU Muhammadiyah Hospital of Yogyakarta. Conclusion: The service qualities (tangible, reliability, responsiveness, assurance, empathy) were related to patient satisfaction at the Physiotherapy unit PKU Muhammadiyah Hospital of Yogyakarta