Besari, Hainun (2025) Pengaruh Kualitas Pelayanan Dan Inovasi Layanan Terhadap Kepuasan Pasien Di Poli Rawat Jalan Rumah Sakit Bhayangkara Tk. Iii Pekanbaru. Masters thesis, Universitas Islam Riau.

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Abstract

This study aims to analyze the Influence of Service Quality and Service Innovation on Patient Satisfaction in the Outpatient Clinic of Bhayangkara Hospital Pekanbaru, this study uses the variables of Service Quality, Service Innovation, and Patient Satisfaction. This type of research uses Quantitative Descriptive, because the author intends to provide analysis results and information on the object of research, which is studied using Quantitative methods. Data collection techniques use: Observation, Questionnaires, Interviews and Documentation. The author uses Quantitative data analysis techniques which are used to obtain information about the Influence of Service Quality and Service Innovation on Patient Satisfaction in the Outpatient Clinic of Bhayangkara Hospital Pekanbaru. Based on the results of the research conducted, it is known that the results of this study indicate that Service Quality and Service Innovation have an effect on Patient Satisfaction in the Outpatient Clinic of Bhayangkara Hospital Pekanbaru. Based on the multiple linear regression analysis, the R Square value was obtained as 0.747 (74.7%), meaning that Service Quality and Service Innovation have an effect on Patient Satisfaction at the Outpatient Polyclinic of Bhayangkara Hospital, Pekanbaru, by 74.7%, while the remaining 25.3% describes other independent variables that were not observed in this study.

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