| Summary: | Measurement of patient satisfaction is an approach to measure service quality. Providing good quality service to achieve patient satisfaction is a strategy and crucial element for long term success of a hospital. Based on the matter, a research was conducted to measure outpatient satisfaction in Abdul Wahab Sjahranie Hospital in Samarinda based on reliability, responsiveness, assurance, empathy and tangible dimensions and effect of characteristic on patient satisfaction.
It is descriptive research with cross sectional approach on inpatient visiting outpatient clinic of Abdul Wahab Sjahranie Hospital through observation by distributing close questionnaire to collect data. The collected data is quantitative data and is a primary data. Total of 102 samples was taken using purposive sampling. Analysis was done by servqual method, mapping on Cartesian diagram to determine priority scale of service improvement, and Chi Square test to determine effect of characteristic on patient satisfaction level.
Analysis with servqual method shows that there is negative gap indicating patient dissatisfaction on pharmacy service. Gap score on reliability, responsiveness, empathy, tangible and assurance were -0.48, -0.43, -0.33, -0.31 and -0.24, respectively. Mapping of service quality dimension on Cartesian diagram indicated that reliability, empathy and responsiveness were on quadrant C. Result of Chi-square test indicated that patient characteristics such as sex, age, education, monthly income, occupation, and house-hospital distance did not influence patient satisfaction.
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