Determinants of Inpatient Satisfaction Level in Wamena Delima Clinical, Papua

Abstract

Customer satisfaction has become a central concept in the discourse of business and management. Customers generally expect the product in the form of goods or services consumed which can be received and enjoyed by a good service or satisfactory. To support this research has been conducted under the title "Determinants Inpatient Satisfaction in Wamena Delima Clinic" in order to determine the effect of reliability, responsibility, assurance, tangibility and empathy toward patient satisfaction in the clinic Delima Wamena. This research is identifying the effect of the relationship between the independent variables and the dependent variable with quantitative approach. The location study performed in inpatient clinic Pomegranate Wamena. The research was conducted in August - October 2015. The conclusion of this study is obtained as follows: Variable reliability have a significant impact on patient satisfaction in the clinic Delima Wamena with p = 0.001. Variable responsibility has no effect on patient satisfaction in the clinic Delima Wamena with p = 0.154. Assurance variables have a significant impact on patient satisfaction in the clinic Delima Wamena with p = 0.002. Tangibility variables have a significant impact on patient satisfaction in the clinic Delima Wamena with p = 0.001. Empathy variables have a significant impact on patient satisfaction in Wamena Delima clinic with a value of p = 0.000.