摘要：Analysis of the development and improvement of hospital services over theyears increasingly become the concern of society, but with conditions like thismany patients who feel disappointed by the services provided by hospitals, so itis interesting to study the extent to which patient satisfaction to service quality atthe hospital. The purpose of this study to determine patient satisfaction andexpectations of hospital services. Pertamina Jaya, which is used to analyze theImportance-performance analysis methods and descriptive data required by thedata of satisfaction and hope. The results showed that the services implementedby Pertamina Jaya Hospital, has given satisfaction to his patients. This isindicated by factors whose implementation is in conformity with theexpectations of patients, numerous in quadrants C and D on the diagramCartesians.. This study also used the measurement method and the Chi SquareLinkert Scale (Chi Square) to determine levels of satisfaction, thus obtainedcount = 408.53 X2 bigger than X2 table = 26.296. Ho is rejected and Haaccepted. This suggests consumers are satisfied with the services Pertamina JayaHospital.
