ABSTRACT

In this time, Indonesian people need a qualified health service that be obtained by five
quality dimension consists of tangible, reliability, responsive, assurance, and empathy. This
research aim to analyzing inpatients satisfaction based on five quality dimension. Moreover,
it also required to analyzing a relation between characteristic of respondents (age, gender,
qualification, profession, and job income) and inpatients satisfaction.
A research that took a place on March 2016 use a quantitative approach with cross
sectional design with total respondents are 96 people with simple random sampeling as a
sampling technique. samples that meet a requirements get a same opportunity as a research
sample and a samples will choosen by random for each rooms.
After testing by statististical method using SPSS for windows, obtained the result that
characteristics of variable that including age, gender, qulification, profession, and job
income, based on bivariate analysis result, fifth variable characteristics of respondents does
not has a significant relation with a satisfaction because the value p>0.05. and service quality
variable including tangible variable, reliability , responsive, assurance, and empathy, fifth
quality dimension variable has a significant relation with a satisfaction because the value
p<0,005. And based on multivariate analysis result, responsive variable is the most dominant
variable that has an effect to satisfaction of the patient. A suggestion for Undata Public
Hospital Of Palu should increase a skill development effort of human resources in order to
increase a quality service. And also require to increase a comfort, regularity of the room and
improve the completeness of public facilities as well as a means to support a medical. And as
well as the need to regularly pay attention to the quality of service especially in terms of
responsiveness as the most dominant factor of influencing patient satisfaction.