KUALITAS PELAYANAN RADIOLOGI TERHADAP TINGKAT KEPUASAN PASIEN RAWAT JALAN RUMAH SAKIT TIPE B DI JAWA TENGAH

Abstract

The number of hospitals in Central Java based on data from the Provincial Health Office in 2024 was 317 hospitals, while there were 63 state hospitals with various types of hospitals. Hospitals continually strive to improve their services in the hope of patient satisfaction, including radiology services. Patient satisfaction is a level of patient feeling that arises as a result of the performance of the health services received after the patient compares it with what he expected. This study was observational with a cross-sectional approach. The population consisted of outpatients undergoing radiology examinations at a type B state hospital in Central Java. The sample consisted of 280 outpatients undergoing routine radiology examinations for internships (PKL) 1, 2, 3, and 4 in the Radiology Study Program in Purwokerto. Data were collected using a questionnaire and then analyzed descriptively using a Cartesian diagram. The results of this study indicate a gap of -0.20, meaning expectations are higher than satisfaction. Meanwhile, the patient satisfaction level is 4.18, indicating satisfaction. The results of the analysis of the Quadrant I Cartesian diagram are that the quality is lower than the customer's wishes so that the radiology installation must improve its quality. The radiology staff are alert in their service, serving patients quickly and accurately, and on time in handling patients. The quality of radiology services at Type B hospitals in Central Java still needs improvement because there is still a negative gap between patient expectations and satisfaction.