ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY, FACILITIES AND PROMOTION ON PATIENT SATISFACTION AT THE MAIN GENERAL HOSPITAL (RSUD) OF AMURANG CITY, SOUTH MINAHASA REGENCY

Abstract

The progress of the global economy has had a competitive impact on industry, including the service industry, this requires all service companies to pay attention to the quality of the services they sell. Hospitals are a form of health service facility that can be provided by the government and the private sector. Hospitals are increasingly required to provide adequate supporting facilities, doctors, nurses and non-medical staff as well as carrying out marketing activities through promotions so that this becomes important because their services determine the impression for patients about the services they receive, in other words hospitals are health facilities. which is required to create patient satisfaction. In this research, the analysis method used is validity testing, reliability testing, the classic assumption of calculating the least squares (ordinary least squares) or multiple regression using the SPSS application where patient satisfaction is the independent variable and service quality, facilities and promotions are the independent variables. By using the primary data collection method or by using a questionnaire distributed to 100 patients at the South Minahasa Regency Regional Hospital who were the samples for this research. With the calculation results, it was found that together the quality of facility services and promotions had a positive and significant influence, but using t-calculations the results showed that the quality of services and facilities had a positive and significant influence, while promotions did not have a positive and significant influence. significant.