THE ANALYSIS OF PATIENT SATISFACTION IN INPATIENT INSTALLATION OF SURABAYA HAJJ HOSPITAL BASED ON THE DABHOLKAR DIMENSION

Abstract

THE ANALYSIS OF PATIENT SATISFACTION IN INPATIENT INSTALLATION OF SURABAYA HAJJ HOSPITAL BASED ON THE DABHOLKAR DIMENSION Kidhung Piranti Departemen Administrasi dan Kebijakan Kesehatan Fakultas Kesehatan Masyarakat Universitas Airlangga, Surabaya, Indonesia Alamat Korespondensi: Kidhung Piranti E-mail: Kidhung22@gmail.com ABSTRACT Community Satisfaction Index (CSI) in Inpatient Installation of Surabaya Hajj Hospital increased during 2012- 2016, but it has not reached the standard determined by the hospital, that is 85%. This study aims to analyze the patient satisfaction in the Inpatient Installation of Surabaya Hajj Hospital based on Dabholkar Dimension. This study is descriptive observational analysis by using cross-sectional approach with systematic random sampling technique. The samples obtained were 142 respondents. This research analyzes patient satisfaction in the Inpatient Installation by categorizing patient satisfaction in each element based on Dabholkar Dimension. The element with a composite mean ≥ the aggregate of composite average means satisfied and not becoming an issue, while the element with composite mean < the aggregate of composite average means unsatisfied and becomming an issue. Quality service issue can be a problem hence it needs to be resolved as soon as possible. The results of this study can be used to prepare the recommendation of health service improvement to increase patient satisfaction. Keywords: Dabholkar dimension, quality issue, patient satisfaction.