Analysis of Patient Satisfaction Levels According to the SERVQUAL Method on Post-Stroke Services at the Physiotherapy Clinic Muhammadiyah University Hospital Malang

One of the primary services at physiotherapy clinic UMM Hospital is post-stroke rehabilitation. The hospital fully equipped with infrastructure that supports these services, including availability static cycles, IR, and diathermy. Post-stroke rehabilitation have been conducted since June 2013, however, establishment clinic, levels patient satisfaction not evaluated. Assessment client important because, in future, will be a place reference for students about providing excellent service to clients. This study used SERVQUAL (Service Quality) method which involves assessment aspects tangibility, reliability, responsiveness, assurance, empathy, assess level different services. was on all patients who come between March May 2015. sample size 20 patients. We identified patient’s expectations perception compared it results performance assessment. Based study, found majority respondents were unsatisfied due limitations physiotherapists’ abilities, long waiting times lack on-call physiotherapists. In addition, there are complaints equipment clinic. However, very satisfied safety comfort therapy this influenced by abilities qualified physiotherapists able resolve suggest needs increase number necessary make updates existing equipment.
 Keywords: Service quality, physiotherapy, stroke