THE SATISFACTION OF OUT-PATIENT DEPARTMENT SERVICE IN THE PRICESS MOTHER NAVUTI HOSPITAL

Abstract

The objectives of this study were to examine the level of satisfaction provided by the Out-Patient Department (OPD) of the Princess Mother Navuti Hospital in 8 parts: facilities, disposition, greeting, good talk and smile, dealing with the service concreteness, dealing with giving knowledge advice and consults, dealing with reliability and self-confidence, dealing with readiness for health care, ethics and price. The sample were patient’s receivers in OPD of the Princess Mother Navuti Hospital during December, 2014, the sample were selected by simple random sampling technique amount 180 service receivers. The instrument used in this study were a questionnaire about general information, questionnaire of satisfaction of service recipients on the service of OPD of the Princess Mother Navuti Hospital, and open-ended questionnaire, the index of item objective congruence (IOC) were .50-1.00, and Cronbach's alpha coefficient was .98. The data analysis by frequency, percentage, mean, and standard deviation.

The result showed that: 1) The satisfaction provided by the OPD of the Princess Mother Navuti Hospital all 8 parts was at a high level. In each part shown that disposition, i.e. greeting, good talk and smile was the highest level, facilities and dealing with reliability and self-confidence were at a high level respectively. And 2) for the suggestion obtained from this study, the manager should focus on the policy of improving the service quality including area arrangement and personnel to be well prepared for service provision and increasing the publicity or giving the service receivers will feel satisfied with the service provided by this department.