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TINGKAT KEPUASAN PASIEN TERHADAP MUTU PELAYANAN KESEHATAN DI INSTALASI RAWAT JALAN RUMAH SAKIT ADVENT BANDAR LAMPUNG

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ABSTRAC TINGKAT KEPUASAN PASIEN TERHADAP MUTU PELAYANAN KESEHATAN DI INSTALASI RAWAT JALAN RUMAH SAKIT ADVENT BANDAR LAMPUNG JUNITA BANGUN NIM: 1651103 One of the facilities for health service is a hospital. Hospitals are required to provide the best services in order to provide satisfaction with patients, otherwise the patient are wouldn’t be satisfied. Dissatisfaction to the service will be encourage patients to use the competitors the other and will result in profit to the hospital. The level of satisfaction related to quality service so the service that given in accordance with what is expected by patients. The purpose of this study is to find the level of satisfaction patients, to find the quality of health service and the relations between the level of satisfaction with the quality of health service in Installation Outpatient Bandar Lampung Adventist Hospital. The methodology used in this research was a method of descriptive of the correlation with involving 160 patients in Installation Outpatient Care of Bandar Lampung Adventist Hospital. The research conducted by purposive sampling and uses the questionnaire instrument. The questioner used in the form of checklist questions divided into two parts, those are dealing with the level of satisfaction (23 question) and related to the quality of service outpatient (45 question), so the total question was 68. The data analysis by using percentage Mcclave and Benson formula and correlation formula according to Sugiyono (2007:122). The result of this research found the percentage of the level of satisfaction of patients in Installation Outpatient of Bandar Lampung Adventist Hospital is 76.35%. This imposed that the level of patient satisfaction is high. The percentage of the quality of service that is 75.96%, it was considered high. Through both this percentage were found the value of correlation 0.852. It stated that is very strong relations in levels satisfaction with the quality of health service in Installation Outpatient of Bandar Lampung Adventist Hospital. Base on the research, it concluded that the patients in the Installation Outpatient of Bandar Lampung Adventist Hospital having high satisfaction and satisfaction is associated with the quality of health services in hospital. Suggestion to the head of Installation Outpatient is to gain the service in order to protect quality service and satisfaction of patients. Key word: satisfaction, quality, hospital