The aim of this research is to discover the dimensions that affect the satisfaction of patients and their family when being treated at specialist policlinic Fatima hospital at Ketapang. Method that is used is a survey where questionnaires are given to 100 patients or their family who come to be treated in the specialist policlinic either in the morning or the
evening. The research samples are being collected using non-probability sampling by purposive sampling technique. The result of this research has been found that there are three categories of
dimension that are significant affecting the satisfaction, that are : Responsiveness, Empathy and Reliability , but by simultaneously the five dimension (Responsiveness, Empathy, Reliability, Assurance and Tangibles) are affecting the satisfaction of patients or their family. Writers are hoping that the result of this research can be used by hospital
management to improve the quality of service that the hospital gives to its patients, so it will be a progress for the hospital. |