Analisis Kepuasan Pelanggan Eksternal Terhadap Pelayanan Instalasi Gawat Darurat Rumah Sakit Universitas Andalas

Service at Emergency Room Installation is one of quality evaluation to assess satisfaction. The satisfaction can be measured by identify gaps between patient expectations and services provided. The purpose of this study is to determine the level of outpatient satisfaction in Emergency Room Installation at Hospital Andalas University City of Padang. The research was surveyed using a Cross Sectional method with Accidentally Sampling toward 100 respondents. The research instrument is a questionnaire with a Likert scale. Patient satisfaction is measured by the Servqual method, then the service quality dimension in a Cartesian diagram. The results show that the average patient is not satisfied for service in Emergency Room Instalation at Hospital Andalas University. The difference in performance score and expectation on the five dimensions of Servqual show the negative value. The statement that has the highest level of satisfaction is the appearance of employee emergency room installation is neat and clean, where the lowest level of satisfaction is the waiting time service. Based on a Cartesian diagram map showing that Hospital Andalas University management needs to focus on the points contained in diagram A which include on time in providing service, waiting time of services, providing complete the medicine and equipment, sufficient staff, and easy service procedure.