Analysis of patient satisfaction levels with health services at Bali Mandara Hospital

This research raises the issue of patient satisfaction with health services in hospitals. This study aims to analyze (1) the patient’s perception of the performance of health services at Bali Mandara Hospital in terms of 5 service categories which include aspects of direct form, reliability, responsiveness, assurance, and empathy. (2) the relationship of health service indicator with patient satisfaction on the performance of health services at Bali Mandara Hospital. (3) formulate the efforts made in producing a positive image of the performance of health services at the Bali Mandara Hospital. This research was conducted by distributing questionnaires and interviews with patients who came for treatment or hospitalized at Bali Mandara Hospital. This hospital is located close to tourist destinations. In this study using Likert scale, servqual method, and interest analysis. The data analysis method used is the servqual. This study obtained the results of the analysis that the patient’s perception of the health service performance of the Bali Mandara hospital was satisfactory even though it did not meet the patient’s expectations. The relationship between variables/indicators of health services, namely patient perception of health service performance at Bali Mandara Hospital is very strong by increasing 21 health service indicators with 5 service categories.