Analysis Factors of Hospital Services Quality and User Satisfaction

Utari, Woro and Hidayat, Hidayat and Iswoyo, Andi (2016) Analysis Factors of Hospital Services Quality and User Satisfaction. International Journal of Business and Management Invention (IJBMI), 5 (2): 8. pp. 55-61. ISSN 2319-8028

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Abstract

This study aims to identify the factors of service quality and user satisfaction Hospital type B in
East Java and constraints the government's efforts in improving the quality of hospital services. Technique of
the analysis of data in this study using descriptive analysis and factor analysis and also obtained by interview to
director of hospitals.
The results showed that hospital users are women with the quality of hospital services is good, but there is still
an effort to improve and based on that service quality established by 5 factors; clarity of procedures, employee
competence, professionalism, effectiveness and competence. While user satisfaction built by 3 factors are
tangible, reliability and empathy.
Constraints faced by the government in improving service quality is the limited medical and paramedical
personnel, facilities and infrastructure, including the availability of medical equipment, low public awareness of
service and the poor public image of hospital services.

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