Abstarct

Patient satisfaction is one of very important thing in reviewing the quality of service
in a hospital. There are four aspects of quality that can be used as an indicator of quality
assessment services in a hospital. That are; 1) the appearance of professionalism that exist in
hospitals (clinical aspects), 2) the efficiency and effectiveness of service performance based
on resource consumption, 3) the safety, security and comfort for the patient 4) the served
patient satisfaction aspect. The hospital should make serious efforts to increase various
service facility and health service quality in the order to achieve a maximum health services
The characteristic of this research is analytic descriptive with cross sectional design
and quantitative approach. To get a representation of patient satisfaction level and quality of
service using quantitative approach measured by using five quality dimension. The research
conducted in Raden Mattaher hospital in Jambi for 2 weeks with samples as many as 87
patients. The collected data was analyzed by univariat and bivariat.
The conclution of research result indicated that characteristic of respondents did not
have a significant relation with inpatients satisfaction level, there is a significant relation
between the
physical evidence variable (tangible), reliability variable (reliability),
responsiveness variable (responsive), guarantee variable (assurance), empathy variable
(empathy) with inpatient satisfaction in Raden Mattaher Hospital . Responsiveness variable
(responsive) is the most dominant factor that influence patient satisfaction.
This research is expected to give an implications to the health service providers in this point
is management of Raden Matther Hospital need to evaluating a service that has given, make
an improvement continously from the management side and officer performance so that may
realize an expectations and requirements of patients in the order to improving and increasing
a quality of service, because in this research found there are 35,0% of patient still feel less
satisfied with the services

Key words ; quality, service, and satisfaction