DOI: 10.36347/sjahss.2016.v04i11.015

Pages: 1459-1465

This study aimed to describe the quality of service that consists of physical evidence, reliability, responsiveness, assurance, empathy and Community Satisfaction User Services Inpatient hospital Dr. Soepraoen Malang and to describe and analyze the influence of service quality consists of physical evidence, reliability, responsiveness, assurance, and empathy simultaneously on Public Satisfaction User Services Inpatient hospital Dr. Soepraoen Malang. The results showed that the implementation of services carried out in accordance with established by Act No. 25 of 2009. In the application of basic principles as the basis for the management of public services, the joints or principles include: simplicity, clarity and certainty, Security, Openness, Efficient, Economical, equitable justice, Timeliness. This principle implies implementing public services can be completed within a predetermined time. Besides the hospital as Operation of public service as defined in implementing the ministry has to accommodate the service standards that are used as guidelines for service delivery and benchmark assessment of the quality of service as an obligation and a promise the organizers to the public in order to quality service, fast, easy, affordable, and scalable.