Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Pasien Rawat Jalan Pada RS Annisa Bogor

Abstract

This research was motivated by a high volume of operational complaints regarding waiting times and comfort at Annisa Hospital Bogor, which could potentially reduce outpatient satisfaction. The study aimed to evaluate the influence of service quality and facilities—both individually and simultaneously—on patient satisfaction in the Internal Medicine Clinic. A quantitative approach was employed, utilizing multiple linear regression analysis comprising t-tests (individual influence), F-tests (simultaneous influence), and the coefficient of determination. The t-test results indicated that service quality (X1) did not have a significant effect on patient satisfaction (t-count = 0.917 < t-table = 1.987; sig = 0.362 > 0.05). Conversely, facilities (X2) had a positive and significant effect (t-count = 4.902 > t-table = 1.987; sig = 0.000 < 0.05), making them the dominant factor in shaping patient satisfaction. The F-test demonstrated that, simultaneously, service quality and facilities had a positive and significant impact on patient satisfaction (F-count = 31.473 > F-table = 3.10; sig = 0.000 < 0.05). An R-square value of 0.414 indicates that these two variables contribute 41.4% to patient satisfaction, while the remaining 58.6% is influenced by factors outside the model. In conclusion, improving physical facilities is the primary priority for enhancing patient satisfaction.