| Highest competition in globalization especially at medical services gives the investor a change to invest in Indonesia. With recent medical case such as: Bird Flu, Formalin in Food preservatives, Mercury in raw material for cosmetics and so on demanded hospital management to solve all the problems with professionally and integration. Hospital management has to manage the services standard related to all patients’ expectancy. What is the important thing for customers satisfaction? There are some reasons which are: 1. Long term profit 2. Customer loyalty (unsatisfactory is one of the reason for losing customer 3.Positive image for the corporate 4. Effectively competition Focus from this thesis is to know howbig is the customer satisfaction affects company and how far the hospital can maintain the customer satisfaction. In customer satisfaction there are five which are: 1. Reliability: Hospital ability to give services with correctness and accuracy. 2. Responsiveness: Willingness and directness help customer needs. 3. Assurance: Good manner from the company to arise good trust 4.Empathy: Sincere attention to the customer. 5. Tangibles: Physical facility, equipment, employee performance and communications tools. This research focus only on 3rd eard inpatient, so the problems and the result will be affected on age, bacj ground education and financially status from the patients. The result from Performance Importance Analysis and Regression found out thatthere are significant differences between the dimensions such are: Reliability, Resposiveness, Assurance, Empathy and Tangibles. |