SERVICE QUALITY EVALUATION AND COMPLAINT HANDLING (MANAGEMENT COMPLAINT) TOWARDS SATISFACTION OF INPATIENTS AT RSUD UNDATA PALU

Abstract

A hospital is a health service facility that is needed by the community to get medical services, so the hospital must meet the patient's needs. However, not all parties can provide excellent service. So that there are problems related to patient satisfaction. The research objective was to evaluate the quality of service and the handling of complaints on patient satisfaction. This study used a questionnaire that was distributed directly to inpatients of 100 respondents. The data obtained in this study were quantitative data, the sampling method was non probability sampling with accidental sampling technique. Data processing in this study used the servqual method to evaluate patient perceptions and expectations, the level of patient satisfaction with service quality and complaint handling were measured using the Customer Satisfaction Index. Importance Performance Analysis method to analyze priority problems to improve service quality. The results of the study using the servqual method showed that the highest gap was in the dimension of reliability, the results of the level of patient satisfaction using the customer satisfaction index method were 85.24%, which stated that the patient was very satisfied, and the results of the importance performance analysis showed that there were 7 attributes that were the main priority for improvement in quadrant I.