<![CDATA[Abstract: Level of patient satisfaction in hospitals must be evaluated periodically, accurately, and continuously since it describes the quality of services provided by the hospital. Patient satisfaction can be achieved if the patient receives services according to what is needed and expected. This study aimed to analyze factors related to patient satisfaction with services at Rumah Sakit (RS) Bhayangkara TK III Manado. This was a quantitative study with a cross sectional design conducted at RS Bhayangkara TK III Manado. The population in this study were 3,055 patients with total samples of 231 patients taken by using simple random sampling. Data were obtained by using questionnaires, and were analyzed univariately, bivariately with the chi-square test, and multivariately with the logistic regression test. Statistical calculation used SPSS program. The results of the chi square test were, as follows: reliability p=0.000; OR=77.407; responsiveness p=0.000; OR=234.3; assurance p=0.000; OR=120.375; empathy p=0.000; OR=194,33; and tangibles p=0.000; OR=238,889. The multivariate analysis using the logistic regression test showed that the highest Exp (B) value of 128.412 was on the empathy aspect. In conclusion, reliability, responsiveness, assurance, empathy, and tangibles are related to patient satisfaction with the services at RS Bhayangkara TK III Manado. The most related factor to patient satisfaction is empathy. Keywords: patient satisfaction; service quality; hospital Abstrak: Pengukuran tingkat kepuasan pasien di rumah sakit wajib dilakukan seara berkala, akurat dan berkesinambungan oleh karena tingkat kepuasan menggambarkan kualitas pelayanan yang diberikan oleh rumah sakit. Kepuasan pasien dapat tercapai apabila pasien menerima pelayanan sesuai dengan yang dibutuhkan dan diharapkan. Penelitian ini bertujuan untuk menganalisis faktor yang berhubungan dengan kepuasan pasien terhadap pelayanan di RS Bhayangkara TK III Manado. Jenis penelitian ialah kuantitatif dengan desain potong lintang. Populasi dalam penelitian ini yaitu 3.055 dengan jumlah sampel 231 pasien yang diambil secara simple random sampling. Data diperoleh dengan menggunakan kuesioner, kemudian dianalisis secara univariat, bivariat dengan menggunakan uji chi- square, dan multivariat menggunakan uji regresi logistik. Perhitungan statistik menggunakan program SPSS. Hasil uji chi-square mendapatkan untuk aspek reliability p=0,000; OR=77,407; responsiveness p=0,000; OR=234,3; assurance p=0,000; OR=120,375; empathy p=0,000; OR=194,33; dan tangibles p=0,000; OR=238,889. Hasil uji regresi logistik mendapatkan nilai Exp (B) tertinggi yaitu 128,412 pada aspek empathy. Simpulan penellitian ini ialah tangibles, responsiveness, reliability, assurance dan empathy berhubungan dengan kepuasan pasien terhadap pelayanan di RS Bhayangkara TK III Manado. Faktor yang paling berhubungan dengan kepuasan pasien yaitu empathy. Kata kunci: kepuasan pasien; mutu pelayanan; rumah sakit]]>
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