DESCRIPTIVE OF QUANTITATIVE DATA | SUPPLEMENTARY The Effect of Service Quality Dimensions on Patient Satisfaction: Quantitative Study of Regional Public Hospital

: The purpose of this study was to determine and analyze the effect of service quality consisting of responsiveness, assurance, physical evidence, empathy, and reliability on patient satisfaction at the Lamaddukelleng Hospital, Wajo Regency, and to determine and analyze the dimensions of service quality that dominantly affect customer satisfaction at the Lamaddukelleng Hospital of Wajo regency. This research was conducted at the Lamaddukelleng Hospital, Wajo Regency, with a population and sample of 370 respondent taken by the purposive sampling. Data analysis is descriptive to explain research data and research descriptions while analyzing quantitative data using Linear Regression analysis tools. The results of this study prove that simultaneously the hypothesis that H o is rejected and H 1 is accepted, namely that responsiveness, assurance, physical evidence, empathy, and reliability have a significant positive effect on patient satisfaction at Lamaddukelleng Hospital, Wajo Regency. Responsiveness, assurance, physical evidence, empathy, and reliability have been applied well in achieving customer satisfaction at the Lamaddukelleng Hospital, Wajo Regency. Based on the study's results, it was found that the dimensions of service quality based on physical evidence were the dominant influences on patient satisfaction at the Lamaddukelleng Hospital, Wajo Regency. This means that consumers have understood that perceived satisfaction is determined by providing services that follow the availability of facilities, facilities, and expertise that are applied to consumers.


INTRODUCTION
In this era of globalization, competition is very sharp, both in the domestic and international markets. To develop or at least survive, the company must be able to produce goods and services of good quality (Józsa, 2017). There are several activities involved in creating good quality; one of the most important is quality control (Ahmad & Zhang, 2020;Malik et al., 2012). Quality control is essential so that the products produced by the company comply with the standards set by the company and the standards set by the authorized body. According to Kotler (2002), customer service is any act or activity that can be offered by one party to another that is essentially intangible and does not result in any ownership. Production is intangible and not linked to a physical product, so service is a producer's behavior to meet consumers' needs and desires and achieve customer satisfaction. Consumer satisfaction can occur before and after the transaction (Kotler, 2003); (Marpaung et al., 2021); (Hasrat & Rosyadah, 2021); (Bungatang, 2021); (Su et al., 2019). The purpose of customer service activities is to make it easier for customers to provide suggestions, criticisms, and complaints to the company. Still, it can be helpful for the company because it can give feedback and input to develop a customer-satisfaction-oriented company strategy.
The phenomenon of globalization also has an impact on hospitals. Hospitals in this era of globalization do not only carry out a social mission. The business aspect of managing a hospital has become a natural consequence of the age of globalization. Therefore, hospitals no longer need to put aside efforts to promote themselves further. Hospital infrastructure and facilities, as well as advances in medical science, need to be explained to the public, given the increasingly fierce competition for medical services. Hospitals, as health care institutions that are capital and human resource intensive, need an excellent corporate culture so that the available resources are used effectively and efficiently to achieve the goals that have been set . Quality of service in hospitals. It is a unique phenomenon. Because someone perceiving a service quality can be different among the people involved in the service. This is because patient satisfaction is the result of an assessment of feelings that are more subjective. According to (Narayanamurthy & Tortorella, 2021;Talwar et al., 2020), to overcome differences, what should be used as a benchmark is the fundamental essence of providing health services, namely meeting the needs and demands of service users. Service quality refers to the level of service excellence in meeting the needs and demands of each patient (Shah et al., 2020). Likewise, with the Lamaddukelleng District Hospital. Wajo is one of the government business units (public sector) which is obligated to provide optimal health services to the community without making a profit (non-profit organization). Good planning, organization, operation, and control are needed to provide optimal health services as expected. Lamaddukelleng Regional General Hospital, Kab. Wajo, as a referral hospital for health services in the era of globalization, is faced with existing internal strengths and problems, such as limited resources and inadequate inventory. On the other hand, at the same time, they are also faced with environmental conditions with various opportunities and challenges that are constantly developing dynamically. Therefore, to provide excellent health services for the community, it is necessary to create a vision, mission, goals, objectives, and indicators of success that are realized in the form of a strategic plan. Success indicators are measuring tools that must be evaluated periodically and continuously. Hands are not only in the form of finance/financial but also with other indicators such as improving the quality of patient services, internal business, as well as spending and growth, which are then used as material to control the direction and quality of health services so that the vision that has been set can be realized.
District Government Decision. Wajo dated April 9, 2012, number: 397/IV/2012, concerning the establishment of the Lamaddukelleng District Hospital. Wajo is a Regional Apparatus Work Unit (SKPD) that implements the Financial Management Pattern of the Regional Public Service Agency (PPK-BLUD) with full Regional Public Service Agency (BLUD) status. However, the implementation only started on January 1, 2012, in management (management) must be professional with a sound business concept and not solely for profit. The consequence for the Lamaddukelleng District Hospital of Wajo Regency that implements the full PPK-BLUD is being able to manage the hospital's applicable income (BLUD-RSUD revenue) to finance all operational activities that are directly related to the provision of services to the community/patients. For this reason, every potential that has the opportunity to become a source of income must be managed optimally. The development of each new type of service following the hospital's core business needs to be carried out continuously throughout the year with the latest innovations following the goals, vision, and mission set. In the future, the primary key to the success of a hospital lies in two main things, namely, the use of unique resources. Hospitals as health care institutions that are capital and human resource intensive require an excellent corporate culture so that the available resources are used effectively and efficiently to achieve the goals that have been set. Patient satisfaction is one of the efforts to create a good relationship between the hospital and the patient. Patients who get products or services that match or exceed expectations tend to respond positively to the hospital.
A decision-making process does not only end with the occurrence of a purchase transaction. Still, it is also followed by a stage of post-purchase behavior (especially in broad decision-making). In this stage, consumers feel a certain level of satisfaction or dissatisfaction, which will affect subsequent behavior. Positive and significant effect on patient satisfaction. The study's findings (Donthu et al., 2021;Yuda Bakti et al., 2020) show that all service quality variables significantly influence customer satisfaction at the Islamic Hospital Manisrenggo Klaten. The medical service quality variable significantly affects consumer satisfaction, with a significance level of 7 percent. The paramedic service quality variable greatly influences customer satisfaction, with a significance level of 8.8 percent. The variable quality of medical support services significantly affects consumer satisfaction, with a significance level of 8.9 percent.
The research findings produced by previous researchers explain that the hospital as a company engaged in the health sector, needs to focus on service quality to improve its competitive position so that patients achieve satisfaction and will recommend the hospital to colleagues, family, and other relations. is a hospital in Sengkang City. RSUD Lamaddukelleng is a type C hospital. This hospital can provide limited specialist medical services. This hospital also accommodates referral services from the Public health center-intermediate service level. Service level is calculated by comparing the number of nurses to the number of doctors, the number of nurses to the number of inpatient beds, and the number of medical technicians to the number of doctors. The health service installation with these facilities is not only owned by the Lamaddukelleng Hospital, and there is one hospital in Kab. Wajo, which has the same quantity and quality as the Lamaddukelleng General Hospital. Information collected from the management of the Lamaddukelleng Hospital shows that there is one hospital that is an alternative for patients if they do not receive inpatient or outpatient services at the Lamaddukelleng General Hospital; the hospital is Prima Husada Hospital, Kab. Wajo The main problem in a hospital is when patients are dissatisfied with the services provided. Therefore, Lamaddukelleng Hospital must always maintain consumer trust by improving service quality to increase customer satisfaction. This study aimed to determine whether the quality of services provided by Lamaddukelleng Hospital could pleasure its patients. Value of the Data • Tangibles affect the satisfaction of inpatients in hospitals.
• Reliability affects the satisfaction of inpatients in hospitals.
• Responsiveness affects the satisfaction of inpatients in hospitals.
• Assurance affects the satisfaction of inpatients in hospitals.
• Empathy affects the satisfaction of inpatients in hospitals.
• Which variable of service quality has the most dominant effect on inpatient satisfaction in hospitals.

Data Description
This type of research is quantitative research, namely research on data collected and expressed in the form of numbers. However, qualitative data supports it, such as words or sentences arranged in questionnaires, sentences from consultations, or interviews between researchers and informants. The object selected in this study was the Lamaddukelleng District Hospital. Wajo., The time period used in this research is December to March 2016/2017. The population in this study were inpatients at the Lamaddukelleng General Hospital of Wajo regency. According to the information obtained from the service staff of the Lamaddukelleng Hospital in Wajo regency. In the last three months, namely from December 2020 to March 2021, there were 5,018 patients. For more details, a description is presented in the following table 2. The number of samples taken was 370 respondents. Samples were taken using a simple random sampling technique, where all the names of inpatients were collected into one, then 100 names were selected to be used as samples by drawing lots.