Outpatient Patient Satisfaction With Registration Services At Bhayangkara Tk. III Banjarmasin Hospital

Abstract

Patient satisfaction is a key indicator of hospital service quality, influenced by the service provided at the registration unit—the entry point for outpatient care. This study aimed to assess the satisfaction level of outpatients regarding registration services at Bhayangkara Hospital Level III Banjarmasin, based on the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A quantitative, cross-sectional study design was employed, with a sample of 100 respondents selected via accidental sampling. Data were collected using a Likert-scale questionnaire and analyzed descriptively through percentage calculations. The results revealed an overall patient satisfaction rate of 85.88% for registration services, placing it in the "very satisfied" category. The responsiveness dimension achieved the highest score (86.50%), indicating that staff were perceived as prompt in assisting patients and delivering services. The assurance dimension recorded the lowest score (84.94%), particularly regarding the staff's ability to explain BPJS (social health insurance) or general patient requirements and to instill a sense of security and trust. Nevertheless, all dimensions fell within the "very satisfied" category, indicating that registration services generally met patient expectations. The study concludes that while outpatient satisfaction with registration services at Bhayangkara Hospital Level III Banjarmasin is high ("very satisfied"), further service quality improvements—specifically in the assurance and reliability dimensions—are necessary to optimize the quality of registration services.