@article{repository5127,
           title = {SERVICE QUALITY AND OUTPATIENT'S FACTORS AFFECTING THEIR SATISFACTION AT THE B HOSPITAL IN INDONESIA},
           pages = {2366--2373},
            year = {2020},
       publisher = {{\copyright} IAEME Publication},
           month = {December},
          number = {12},
         journal = {International Journal of Management (IJM)},
          volume = {11},
          author = {BIRWIN, ALIB and Kamri, Erdil and Faresty, Eva Yulia and Tamri, Tamri and Lapau, Buchari},
        abstract = {Background:  The  dissatisfaction  of  patients  isthe  gap  between the patient's expectationand service performance perceived by the patient at the time of service. A preliminary  study  shows  that7  (35\%)  out  of  20  patients  visiting the outpatient department  of  the B hospital were  dissatisfiedwiththe outpatient  services  of  the Bhospital. The  objective  of the present  study  is  to  find  the  effect  of  service quality  andoutpatientfactors on their dissatisfaction at the Bhospital. Material and method: The research  design  of  the  present  study  is analytic quantitative  research  with the design type of analytic cross-sectional study.Based on the analytic cross-sectional study, the sample  size  is  200  patients  visiting  the  outpatient  department  of  the Bhospital subsequently.  Data  collection  through  a  structured  interview  using  a  questionnaire containing  close-ended  questions. The  researchers  analyzeunivariate,  bivariate,  and multiple  logistic  regression. Result:  Among 9independent  variables, 4  independent variableshave  a  causal  relationship  with outpatient satisfactionatthe B hospital:Without payment to the hospital through health insurance, slowresponsiveness,ungood tangible,  and ungood empathy  affect outpatient's  dissatisfaction.Conclusion: The hospital management should enhance outpatientsatisfaction by organizingthe Team to discuss and improve slow responsiveness, ungood tangible hospital and health workers, and ungood empathyof physiciansandnurses, and other health workersespecially to the outpatients  without  payment  to  the  hospital  through  health  insuranceat  the Bhospital.Based on the recommendation, suggestions are developed.

Key words:Outpatient satisfaction, health insurance payment, responsiveness, tangibles, empathy.},
             url = {http://iaeme.com/MasterAdmin/Journal\%5fuploads/IJM/VOLUME\%5f11\%5fISSUE\%5f12/IJM\%5f11\%5f12\%5f223.pdf},
            issn = {0976-6510}
}