The Impact of Physical Support and Contact Personnel on Patient Satisfaction at dr. Soebandi Regional Hospital of Jember

Abstract

Abstract: The low level of patient satisfaction toward the hospital’s treatment becomes todays Indonesian hospitals problem. The Physical supports such as dirty, cramped, messy treatment rooms, limited parking space, and other restricted means of supports (ATM, Shop, Canteen, etc.) commonly found at the hospital do not satisy the patient. In addition many of the hospital officers as the contact personnels perform under standard like being less firendly, unneat performance, complicating entrance procedures, and commonly being unpunctual. This study aims to examine and analyze the effect of physical support and contact personnel on patient satisfaction in hospitals. This research was explanatory using ex post facto method and the associative explanatory level from causal variables and quantitative data. The purposive sampling technique was applied to get 50 samples and the data were analyized through multiple linear regression equation. The results of regression test analysis showed value of significance (ρ) physical supports variable equals to 0,017 and contact personnel variable equals to 0,008, while the Anova for physical support variable and personnel contact significance value equals to 0.000, it can be concluded that: (1) Physical support partially brings up positive and significant impact on patient satisfaction. (2) Contact personnel partially brings up positive and significant impact on patient satisfaction. (3) Physical support and contact personnel simultaneously brings up positive and significant impact on patient satisfaction. This findings imply that the improvement of physical support and contact personnel at the hospital will raise up patient satisfaction, so the improvement of the physical support of the hospitals and the employee contact personnel will be able to raise up the positive image and patient satisfaction. Keywords: Physical Support, Contact Personnel, Patient Satisfaction