The Antecedence and Consequences of Patient Satisfaction in Emergency Department of XYZ Hospital

Data on patient visits to the emergency room from all public hospitals in Indonesia are always increasing year year. In line with this fact, Community Satisfaction Index survey data conducted by Ministry of Health Republic (2017) reported that hospital services have not met expectations or other words level satisfaction is still low. This study aims determine influence service quality factors consisting responsiveness, tangible, empathy, assurance, and reliability influencing customer analyze as a mediating variable revisit intention Emergency Room (ER) at XYZ Hospital. used quantitative research collection was carried out using questionnaire. The target population were patients undergoing treatment Based for August 2022 there 2,564 outpatients. number samples determined many 200 samples. sampling technique purposive sampling. Partial Least Square-Structural Equation Modeling (SEM-PLS) applied study. results showed positively influenced Hospital, had positive effect satisfaction. practical implications show maintain Hospital Room, one must listen voice consumers, ability respond every wish, expectation demand users health care facilities.