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All Journal JURNAL BISNIS ADMINISTRASI DAN MANAJEMEN
Wiwi Yuliyanti
Akademi Manajemen Administrasi Yogyakarta
Economics, Econometrics & Finance Medicine & Pharmacology Transportation

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Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Pasien Rawat Jalan di Bagian Pendaftaran Rumah Sakit Umum Mitra Sehat Sleman Daerah Istimewa Yogyakarta Muhammad Isnaini Fathoni; Wiwi Yuliyanti
Albama : Jurnal Bisnis Administrasi dan Manajemen Vol. 19 No. 2 (2026): ALBAMA : Jurnal Bisnis Administrasi dan Manajemen
Publisher : LPPM Akademi Manajemen Administrasi Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56606/albama.v19i2.469

Abstract

This study examines the relationship between service quality, facilities, and outpatient satisfaction at the registration section of Mitra Sehat General Hospital, Sleman, Yogyakarta. A quantitative survey was conducted using purposive sampling. Data were collected through a five-point Likert-scale questionnaire and analyzed using validity and reliability tests, regression assumption tests, and multiple linear regression analysis. The findings indicate that service quality and facilities are positively and significantly associated with outpatient satisfaction, with service quality emerging as the stronger predictor in the model. The results also show that both variables jointly explain a substantial proportion of the variation in patient satisfaction, while other factors beyond the scope of this study may also be relevant. These findings suggest that hospital management should prioritize service-delivery improvements, including registration accuracy and responsiveness, clear communication, and well-maintained supporting facilities. However, given the cross-sectional design and the focus on a single hospital, the findings should be interpreted as statistical associations rather than definitive causal effects.
Co-Authors Muhammad Isnaini Fathoni