Penelitian ini dilatar belakangi ketidakpuasan penulis terhadap survei kepuasan pelanggan di Instalasi Gawat Darurat RS Sumber Waras yang dilakukan oleh PKMPRS (Panitia Kendali Mutu Pelayanan Rumah Sakit) Sumber Waras, dimana hasil survei yang didapatkan terlalu bersifat umum, tidak memenuhi kaidah-kaidah penelitian, sukar dinterpretasikan, dan sukar dilakukan intervensi.Tujuan penelitian ini adalah mengukur persepsi pasien dan tingkat kepuasan pasien/keluarganya terhadap pelayanan di Instalasi Gawat Darurat RS Sumber Waras, mengetahui faktor-faktor yang mempengaruhi kepuasan dalam upaya untuk memperbaiki mutu pelayanan dan menyusun instrumen penelitian.Jenis penelitian yang dilakukan adalah survei dengan menggunakan pendekatan deskriptif kualitatif. Data dan informasi didapat melalui kuesioner yang diedarkan pada bulan Juli 2003 sebanyak 400 sampel.Terhadap instrumen penelitian dilakukan dua macam uji sebelum sebelum dipergunakan sebagai instrumen penelitian, yaitu : penilaian oleh kelompok Panelis dan uji coba kuesioner untuk melihat validitas dan reliabilitasnya. Dalam uji coba di Instalasi Gawat Darurat RS Persahabatan dan RS Sumber Waras, kuesioner yang dipakai menunjukkan validitas dan reliabilitas yang tinggi.Lebih lanjut dilakukan analisis univariat untuk mengetahui karakteristik personal responden, analisis bivariat untuk mencari ada tidaknya korelasi antara karakteristik personal responden dengan 5 dimensi servqual. Sedangkan analisis multivariat dipergunakan untuk mencari keeratan hubungan antara variabel dependen (karakteristik personal responden) dan 5 dimensi servqual.Dari analisis kepentingan dan kinerja/performance didapatkan bahwa 88% responden merasakan kepuasan atas pelayanan di Instalasi Gawat Darurat. Disini yang diukur adalah tingkat kesesuaiannya. Untuk menentukan prioritas yang harus dibenahi dalam upaya peningkatan mutu pelayanan, data yang ada tersebut dimasukkan ke dalam diagram Kartesius.Pada penelitian ini faktor-faktor kepuasan ditinjau dari karakteristik responden dan 5 dimensi mutu, yaitu : dimensi tangible, reliability, responsiveness, assurance dan empathy. Pada akhir penelitian diharapkan diperoleh upaya-upaya yang dapat dipergunakan untuk perbaikan.

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This study has a background unsatisfactory surveys that have been done by PKMPRS (Committee on Hospital Quality Control Service) of Sumber Waras Hospital, that did not take notice of research requirements. The conclusion as the results of the surveys that have been held by PKMPRS were general. The results were difficult in interpretations and interventions.

This survey attempts to measure patient satisfaction and the level of satisfaction for Emergency Departments of Sumber Waras Hospital, analyze several factors that could influence satisfaction in the efforts to improve service quality.

This research is a survey that use qualitative approach. Data collected through questionnairre during July 2003.

400 questionnairres have been taken for this survey after passing the judging group assessments. The questionnairres have been tried out for validity and reliability at 2 emergency departments of Persahabatan and Sumber Waras Hospital. The results of validity and reliability have been known that the instrument has strong validity and reliability. Analysis have been done for univariate, bivariate and multivariate.

Several factors influencing patient satisfaction observed with personal characteristics and 5 service quality, i.e.: tangible, reliability, responsiveness, assurance and empathy.

Univariate analysis have been done for personal characteristic of the respondents and items in 5 service quality demention. Bivariate analysis used to find correlation beetwen personal characteristic of the respondents and items in 5 service quality.

Importance and performance analysis have showed that 88% of the respondents have been satisfied in approving Emergency Department of Sumber Wares Hospital services.

To gain the priority way out that could improve service quality have been used Cartesius diagram. There were this thesis purposes the way customer satisfaction and efforts that could make an improvement of Emergency Department of Sumber Waras Hospital.