Menurut Winston Dictionary (1956), mutu adalah tingkat kesempurnaan dari penampilan sesuatu yang sedang diamati. Serta kepuasan adalah perasaan senang seseorang yang berasal dari perbandingan antara kesenangan dan harapannya. Mutu Pelayanan di Ruangan Instalasi Radiologi ditinjau dari 5 dimensi mutu yaitu : keandalan, ketanggapan, jaminan, empati dan bukti fisik . Pencapaiannya dapat diukur dengan tingkat kepuasan. Penelitian ini bertujuan untuk mengetahui Hubungan Kualitas Pelayanan Dengan Kepuasan Pasien Rawat Jalan Di Instalasi Radiologi RSUD Dr. Achmad Mochtar Bukittinggi Tahun 2018. Jenis penelitian adalah survey analitik dengan pendekatan cross sectional. Jumlah sampel sebanyak 45 Responden pengambilannya dengan teknik accidental sampling. Data Penelitian dikumpulkan dengan menggunakan kuesioner. Hasil penelitian disajikan dalam bentuk distribusi frekuensi dan uji statistik Chi-Square Test dengan tingkat kepercayaan 95 %. Hasil uji univariat ketanggapan pelayanan baik sebanyak 66,7%, kehandalan baik 86,7%, jaminan baik 88,9 %, empati baik 77,8%, bukti fisik baik 86,7% dan pasien puas 82,2 %. Hasil uji bivariat dengan menggunakan ChiSquare, ada hubungan yang bermakna antara ketanggapan pelayanan dengan kepuasan pasien (p= 0,000), ada hubungan bermakna antara keandalan dengan kepuasan pasien (p= 0,000), ada hubungan yang bermakna antara jaminan dengan kepuasan pasien (p= 0,033), ada hubungan bermakna antara empati dengan kepuasan pasien (p= 0,000), tidak ada hubungan yang bermakna antara bukti fisik dengan kepuasan pasien (p= 0,059). Dari hasil penelitian ini di sarankan kepada Kepala Ruangan Radiologi agar meningkatkan pelayanannya terutama di bagian ketanggapan dalam melayani pasien. Implikasi hasil penelitian menunjukkan kualitas pelayanan terhadap kepuasan pasien rawat jalan di instalasi radiologi RSUD Dr. Achmad Mochtar Bukittinggi memiliki peranan penting dalam kepuasan pasien.
According to Winston Dictionary (1956), a quality is level of perfection of the appearance of something being observed. Meanwhile, satisfaction is a happy feeling comes from the comparison between pleasure and hope. There are five dimension of service quality in radiology installation rooms. They are reliability, responsiveness, assurance, empathy and physical evidence. The achievement of a program can be measured by the level of satisfaction. This study aims to determine the correlation between services quality toward satisfaction of outpatients at the Radiology Installation of Dr. Achmad Mochtar Bukittinggi in 2018. This research was analytic survey with cross sectional approach. There were 45 respondents as the sample. It was chosen by using accidental sampling technique. Then, the data was collected trough a questionnaire. The results of the research were presented in the form of frequency distribution and Chi-Square Test statistical test with a 95% confidence level. The Univariate test results showed that service responsiveness were good about 66.7%, reliability was good around 86.7%, good guarantee was about 88.9%, empathy was good about 77.8%, good physical evidence around 86.7% and patients satisfaction were about 82.2%. Moreover, the results of the bivariate test by using Chi-Square inferred that, there was a significant relationship between responsiveness of service and patient satisfaction (p = 0,000). Then, there was a significant relationship between reliability and patient satisfaction with P value = 0,000. Next, there was a significant relationship between assurance with patient satisfaction with P value = 0.033. Then, there was a significant relationship between empathy and patient satisfaction (p = 0.000). After that, there was no significant relationship between physical evidence and patient satisfaction (p = 0.059). From the results of this research above, it is suggested that the head of the radiology room improves the services especially in the responsiveness in serving patients. Finally, the service quality in the radiology installation of Dr. Achmad Mochtar Bukittinggi has an important role in patients satisfaction. According to Winston Dictionary (1956), a quality is level of perfection of the appearance of something being observed. Meanwhile, satisfaction is a happy feeling comes from the comparison between pleasure and hope. There are five dimension of service quality in radiology installation rooms. They are reliability, responsiveness, assurance, empathy and physical evidence. The achievement of a program can be measured by the level of satisfaction. This study aims to determine the correlation between services quality toward satisfaction of outpatients at the Radiology Installation of Dr. Achmad Mochtar Bukittinggi in 2018. This research was analytic survey with cross sectional approach. There were 45 respondents as the sample. It was chosen by using accidental sampling technique. Then, the data was collected trough a questionnaire. The results of the research were presented in the form of frequency distribution and Chi-Square Test statistical test with a 95% confidence level. The Univariate test results showed that service responsiveness were good about 66.7%, reliability was good around 86.7%, good guarantee was about 88.9%, empathy was good about 77.8%, good physical evidence around 86.7% and patients satisfaction were about 82.2%. Moreover, the results of the bivariate test by using Chi-Square inferred that, there was a significant relationship between responsiveness of service and patient satisfaction (p = 0,000). Then, there was a significant relationship between reliability and patient satisfaction with P value = 0,000. Next, there was a significant relationship between assurance with patient satisfaction with P value = 0.033. Then, there was a significant relationship between empathy and patient satisfaction (p = 0.000). After that, there was no significant relationship between physical evidence and patient satisfaction (p = 0.059). From the results of this research above, it is suggested that the head of the radiology room improves the services especially in the responsiveness in serving patients. Finally, the service quality in the radiology installation of Dr. Achmad Mochtar Bukittinggi has an important role in patients satisfaction.