eprintid: 5127 rev_number: 8 eprint_status: archive userid: 1740 dir: disk0/00/00/51/27 datestamp: 2021-01-09 13:12:23 lastmod: 2021-01-09 13:12:23 status_changed: 2021-01-09 13:12:23 type: article metadata_visibility: show creators_name: BIRWIN, ALIB creators_name: Kamri, Erdil creators_name: Faresty, Eva Yulia creators_name: Tamri, Tamri creators_name: Lapau, Buchari creators_id: alibirwin@uhamka.ac.id creators_id: Erdilkamri.1975@gmail.com creators_id: evayuliafarestybd@gmail.com creators_id: tamris@ymail.com creators_id: buchbuy@gmail.com corp_creators: Bachelor of Public Health Education Program, School of Health Sciences, University of Muhammadiyah HAMKA, Jakarta, Indonesia corp_creators: Master of Public Health Education Program, Pekanbaru Hang Tuah Institute of Health Sciences, Pekanbaru, Riau, Indonesia corp_creators: Master of Public Health Education Program, Pekanbaru Hang Tuah Institute of Health Sciences, Pekanbaru, Riau, Indonesia corp_creators: Bachelor of Public Health Education Program, School of Health Sciences University of Respati Indonesia, Jakarta, Indonesia corp_creators: Master of Public Health Education Program, Pekanbaru Hang Tuah Institute of Health Sciences, Pekanbaru, Riau, Indonesia title: SERVICE QUALITY AND OUTPATIENT’S FACTORS AFFECTING THEIR SATISFACTION AT THE B HOSPITAL IN INDONESIA ispublished: pub subjects: D divisions: 13 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. date: 2020-12 date_type: published publisher: © IAEME Publication official_url: http://iaeme.com/MasterAdmin/Journal_uploads/IJM/VOLUME_11_ISSUE_12/IJM_11_12_223.pdf id_number: IJM_11_12_223 full_text_status: public publication: International Journal of Management (IJM) volume: 11 number: 12 pagerange: 2366-2373 refereed: TRUE issn: 0976-6510 related_url_url: http://www.iaeme.com/ijm/ related_url_type: pub citation: BIRWIN, ALIB dan Kamri, Erdil dan Faresty, Eva Yulia dan Tamri, Tamri dan Lapau, Buchari (2020) SERVICE QUALITY AND OUTPATIENT’S FACTORS AFFECTING THEIR SATISFACTION AT THE B HOSPITAL IN INDONESIA. International Journal of Management (IJM), 11 (12). pp. 2366-2373. ISSN 0976-6510 document_url: http://repository.uhamka.ac.id/id/eprint/5127/1/article%20service%20quality%20and%20outpatient%27s.pdf