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Measurement of patient satisfaction into activities that can’t be separated from the measurement of the quality of health care. The increasing public demand for quality healthcare services, including the functions of service in hospitals should be increased gradually to become more effective and efficient, and give satisfaction to the patient. This study aims to determine the quality of service (tangibles, reliability, responsiveness, assurance and empathy) toward outpatient hospital pharmacy Boedjasin H. Pelaihari and find out if there are differences between the interests of expectations and satisfaction.
This research is descriptive analyze. The population is all patients in hospitals H. Boedjasin Installation is the 1329 with a sample of 310 people. Data obtained using a questionnaire. Data were analyzed using GAP test (test Gaps Service Quality), and Importance Performance Matrix and Dimension Analysis of Service Quality.
Based on the research it is known that there are four dimensions that have good quality which is Tangibles, Reliability, Responsiveness and Empathy. While the dimensions of which have a dimension that less quality assurance.
Kata kunci: kualitas pelayanan
