Hospital services, whether good or bad, can be measured in a simple way, namely in terms of hospital staff in terms of friendliness, timely service, doctors who are always there and others. In terms of hospital infrastructure, it can be seen that there is sufficient water, availability of electricity, adequate toilets/showers and others. Demographic conditions also affect people to come to the hospital both from the distance traveled, time and cost. This can motivate people to visit the hospital for treatment.
Health services in hospitals must also be effective, but the fact is that patients are not satisfied with the services provided by the service providers because they are not in accordance with their needs and expectations. So there are things that must be considered in order to create a balance, namely there must be good communication between officers and consumers (community/patient), services that pay attention to the socio-culture of the local community, hospitals must play an active role in empowering the local community, establishing good communication with All stakeholders across sectors and across programs both in the government, private and community sectors around the hospital and hospital management should pay attention to the welfare of these employees.
In fact dissatisfaction is felt by inpatients based on the results of interviews conducted in the inpatient room, the patient and the patient's family express complaints about the lack of friendliness and professionalism of the nurses, nurses seem to be in a hurry when serving in the room, nurses seem slow when patients ask for medical needs, and nurses who are ignorant and less informative.
Keywords: Service quality and satisfaction