
































Microsoft Word - APE-V3N1-p15


Advances in Politics and Economic 
ISSN 2576-1382 (Print) ISSN 2576-1390 (Online) 

Vol. 3, No. 1, 2020 
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15 
 

Original Paper 

The Effect of Service Quality and Facilities against Satisfaction 

of Patients at Dental and Mouth Hospital Gusti Hasan Aman on 

Banjarmasin 

Ibrahim Daud1* & Dhelia² 
1 High Schol Of Economic and Business, STIE Indonesia, Banjarmasin, Indonesia 
2 STIE Indonesia, Banjarmasin, Indonesia  
* Ibrahim Daud, High Schol Of Economic and Business, STIE Indonesia, Banjarmasin, Indonesia 

 

Received: December 16, 2019    Accepted: January 8, 2020    Online Published: January 14, 2020 

doi:10.22158/ape.v3n1p15           URL: http://dx.doi.org/10.22158/ape.v3n1p15 

 

Abstact 

Human needs are unlimited and continue to evolve with the times, in this modern era people are not 

only focused on the hierarchical needs (hierarchy needs) but also the need for health services. Health 

services can be obtained by the community through hospitals, polyclinics, community health centers 

(puskesmas) and family doctors. This study aims to analyze the effect of service quality (X1) and 

facilities (X2) on patient satisfaction (Y) in RSGM-GHA. The study was conducted on 4,988 patients 

who came for treatment at RSGM-GHA and 100 patients were taken as samples. The analytical method 

used is multiple linear regression statistical analysis with the help of the SPSS program. The results 

showed that the variable services quality and facilities provided by the Gt. Hasan Aman to patient gives 

satisfaction with t test value: service quality (X1) of 0.679 with a significant 0.499> 0.05 and t-count is 

smaller than t table 0.679 <1.988 which means that there is no influence. While facilities (X2) of 

13,242> 1,988 with a significant level of 0.00 showed a significant effect on patient satisfaction. F-test 

or simultaneous test shows that together service quality variables (X1) and Facility variables (X2) 

influence with a value of 215,812 significance level of 0,000 and R square value of 0.817 which means 

that both variables are very strong influence by 81.7 percent. 

Keywords 

service quality, facilities and satisfaction 

 

 

 



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1. Introduction 

Human needs are unlimited and continue to grow, along with the times. Today society begins by 

including new needs as their basic needs. One of these needs is the need for health services, because 

health is a necessity of life which is very important in supporting daily activities. The development of the 

business world today is also experiencing rapid growth, both businesses engaged in manufacturing and 

services. Businesses that are engaged in services such as hospitals. 

Hospital is a health service institution that conducts complete individual health services that provide 

inpatient, outpatient and emergency services according to RI Law No. 44/2009 article 1 concerning 

Hospitals. The hospital performs several types of services including medical services, medical support 

services, care services, rehabilitation services, prevention and health promotion, as a place for medical 

and or medical training and training, as a place for research and development of science and technology 

in the health sector and to avoid risks and health problems as intended, so that there is a need for the 

organization of environmental health in accordance with health requirements. To carry out complex 

hospital functions, the hospital must have professional human resources in both the medical technical and 

health administration fields (MOH RI, 2000). 

Patient satisfaction will be fulfilled if they get what they want, when they need it, where they want it, and 

in the way they specify. Service providers must make every effort to identify the expectations of target 

consumers regarding the services they provide: Reliability, responsiveness, assurance, empathy and 

tangibles are dimensions of hospital patient satisfaction (Suryawati, 2004). 

Business competition in the business of providing health services to the community, is currently growing 

more rapidly, so that encouraging existing hospitals inevitably compete with each other to be the best, 

especially public hospitals. All hospitals compete to compete for customers through the fulfillment of 

community satisfaction as the maximum customer desired by customers by improving the quality of 

service. Defining the right quality of service is not easy, but generally quality can be specified, the 

concept of quality itself is often considered a relative measure of the merit of a product or service 

consisting of quality of design and quality of conformity. Design quality is a function of product 

specifications, whereas conformity quality is a measure of how far a product is able to meet the 

requirements or specified quality specifications. In reality this aspect is not the only quality aspect, in the 

perspective of TQM (Total Quality Management) quality is seen more broadly, where not only are the 

results aspects emphasized, but also include processes, the environment and humans. This is clearly seen 

in the definition formulated by Goetsh and Davis (1994) namely that quality is a dynamic condition 

related to products, services and people. 

Gusti Hasan Aman Dental and Mouth Hospital (RSGM-GHA) is the first hospital specializing in dental 

and oral health in Banjarmasin. Services at RSGM-GHA include outpatient clinics consisting of: First 

floor is oral disease and periodonsia, Second floor is pedodontia, Third floor is general poly, fourth floor 

is prostodontia, orthodontics, conservation and oral surgery. The hospital also has an emergency room, 

dental radiology and VIP inpatient rooms with four rooms. 



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Table 1. Number of Patient Visits for 2017-2018 

No. Month/Year 2017-2018 Number Patient Visits  

1 

2. 

3 

4 

5 

6 

7 

8 

9 

10 

11 

12 

November 2017 

December 2017 

January 2018 

February 

March 

April 

May 

June 

July 

August 

September  

October 

244 

304 

400 

362 

295 

421 

427 

496 

459 

511 

532 

517 

 Jumlah 4.988 

Sources: RSGM-GHA Year 2018. 

 

Based on the Table above, in November 2017-October 2018 the total number of patient visits was 4,988 

visits. In November 244 patients, December 304 patients, January 400 patients, February 382 patients, 

March 295 patients, April 421 patients, May 427 patients, June 496 patients, July 459 patients, August 

511 patients, September 532 patients and October 517 patients. 

Then it was found that the number of patients registered was 3,156 or 63% of the total patient visits. 

Patients who are registered are patients who have a treatment card, where every patient who is a first time 

treatment is given a treatment card. So from the explanation above it can be concluded that the difference 

between the Total Patient Visits and the Number of Patients Registered is the Repurchase Amount. From 

the data above it is known that there were 1,832 repeat purchases or 37% of the total visits, this amount 

was obtained from the difference between the total visits (4,988) and the number of patients registered 

(3,156). 

Based on the description above, researchers are interested in conducting research with the title “The 

Effectof Service Qualityand Fasilities on Patient Satisfaction at RSGM Gt. Hasan Aman”. 

1.1 Problem Formulation 

From the background description above, it can be seen that the number of patient visits to RSGM Gt. 

Hasan Aman is still volatile. This affects the income earned which automatically fluctuates too. In 

addition, the achievement of the number of patient visits did not meet the expectations of management 

who set a target of the first year to reach 600 patients per month or an average of 20 patients per day. 

On the other hand the number of repurchases that have occurred at RSGM Mt. Hasan Aman, which is 



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1,832 or 37% of the total patient visits. This can indicate that the patient is satisfied with the services 

provided by RSGM Gt. Hasan Aman. To increase revenue and business sustainability in the future, 

RSGM Gt. Hasan Aman needs to maintain and increase the number of patients who come by providing 

satisfaction to patients in order to compete with other health care providers. Based on the formulation 

of the problem, the following research questions are arranged: 

1) Is there a partial effect between service quality on patient satisfaction at RSGM. Gt Hasan Aman? 

2) Is there a partial effect between service facilities on patient satisfaction at Gt. Hasan Aman? 

3) Is there a simultaneous influence between the quality of service and service facilities on patient 

satisfaction at RSGM.Gt. Hasan Aman? 

 

2. Literature Riview 

Research conducted by Arlina Nurbaity (2009) on the effect of price and quality of service on inpatient 

satisfaction at Deli Medan Hospital revealed that the price and quality of service together. Pratama 

Kesuma Tanudjaya (2014) in his research on the effect of dental clinic service quality on patient 

satisfaction and trust thereby increasing the desire to seek treatment stated that the trust variable was 

significantly greater than clinical service quality and patient satisfaction in influencing patient desire to 

seek treatment again. 

Definition of Patient Satisfaction, Satisfactions comes from the Latin “static” (meaning pretty good, 

adequate) and “facio” (doing or making). Satisfaction can be interpreted as “efforts to fulfill 

something” or make something adequate (Tjiptono & Chandra, 2007). Kotler (1997) states satisfaction 

is a feeling of pleasure or disappointment someone who comes from a comparison between the 

impression of the performance (results) of a product or service with expectations owned. If the 

performance produced by a product or service is below expectations, consumers feel disappointed and 

dissatisfied. Conversely, if the performance produced by a product or service can meet or exceed 

expectations, consumers will feel satisfaction. 

Likewise the patient’s feelings towards the performance of services in the emergency department. If the 

services provided are good, it will produce performance that meets or exceeds the expectations of his 

patients by providing good services, so patients will feel high satisfaction. Patients who feel high 

satisfaction will create emotional attachment to the hospital. This can cause patients to become loyal 

customers in the hospital. But conversely if the performance of services in the emergency department 

in providing services to patients is poor then the patient feels dissatisfaction and this will affect the 

patient’s assessment of services by the hospital. 

Lefrancois (1980) states that satisfaction is a basic need that can be described as a pleasant thing. These 

basic needs arise because of certain impulses that must be channeled. Satisfaction will arise if the urge 

can be channeled and vice versa if the urge is not channeled then there will appear a feeling of 

dissatisfaction. Tjiptono (Musanto, 2004) said that satisfaction or dissatisfaction is the customer’s 

response to the evolution of the perceived discrepancy between previous expectations and the actual 



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performance of the product felt. This increasingly fierce competition causes many manufacturers 

involved in meeting the needs and desires of consumers, including hospitals that try to provide the best 

service to patients as consumers so that patients feel satisfied with the services provided by the 

hospital. 

Satisfaction experienced by patients related to the results of services provided by doctors, nurses and 

other medical personnel. Patients as consumers will feel satisfied if given a good service and treated 

well and get ease in service. Nata stated (2011) patient satisfaction was also very much determined by 

the interaction factor between patients and human resources in the hospital; starting from the patient 

coming, registering and using the queue, get medical treatment, use drugs at the pharmacy, pay at the 

cashier to enter the treatment room or go home. All of these processes will affect the patient’s 

perception of hospital quality. 

Simamora (2003) Restiani (2009) concluded to improve the quality of health services, service quality 

and patient satisfaction to be an indicator of the success of service delivery in hospitals. Because the 

quality of service is very important as an effort to meet the needs and desires of customers and the 

provision of delivery to offset customer expectations 

Hospitals are required to provide the best service to patients by paying attention to the wants, needs, 

and expectations of their patients so that patients feel satisfied and use the same hospital in the future if 

patients are required to be treated at the hospital. Patients who are satisfied with the services provided 

by the emergency department at the hospital that will recommend to other parties so that other parties 

can use the same hospital. In this case the satisfaction felt by patients is not solely obtained from the 

quality of services provided by the hospital but also from services provided in the emergency 

department. 

There are several methods that every company can use to measure and monitor the satisfaction of its 

customers and competing customers. According to Kotler et al. (Supriyanto & Wulandari, 2011) 

identified five methods for measuring customer satisfaction: (1) a complaint and suggestion system, (2) 

a method related to results, (3) Stealth Shopping, (4) Lost Customer Analysis, (5) Satisfaction Survey. 

There are three customer responses to satisfaction, namely (1) voice response (attempts to submit 

complaints directly and / or receive compensation to the hospital concerned), (2) private response 

(actions taken in the form of warning or notifying friends, family about experiences with the relevant 

hospital services), (3) Third-party response (actions taken include efforts to ask for legal compensation, 

complain via the mass media, or directly go to a consumer institution, legal agency, etc. Reicheld, 

believes that a person’s wishes the customer to recommend a friend to a friend is a result of how well 

the customer is treated by front-line employees, which in turn is determined by all functional areas that 

contribute to a customer’s experience (Kotler, 2013). In this case hospital services, the front line is the 

Unit Emergency Department (ER), where the ER is the patient’s place p First time served. So the 

quality of service received by patients while in the ER will be a factor of patient satisfaction when in 



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the ER will be a factor of patient satisfaction with the hospital. Patients who are satisfied with hospital 

services will recommend to friends or family. 

2.1 Patient Satisfaction Theory 

Satisfaction theory continues to evolve and vary according to the context of the problems studied in 

business institutions and organizations. There are three theories in understanding patient satisfaction, 

namely: 

1) Model of Needs, Desires and Utilizations 

This theory explains that individual needs to utilize health services are directly influenced by 

psychological variables (tastes, sick health perceptions, expectations, perceptions of providers). 

Individual characteristics (age, sex). Indirect factors are socio-economic and cultural factors. This 

factor influences the use of health services, through individual characteristics and psychological factors. 

Environmental factors that influence are transportation, distance of residence to “provider”. Probider 

factors are related to provider characteristics (knowledge and abilities, motivation, work ethic) in 

providing health services. In addition, work factor variables (job design, workload) also influence the 

attitudes and behavior of providers. 

2) The Expectancy-Disconfirmation Model 

Woodruff and Gardial (Supriyanto & Wulandari, 2010), defines satisfaction as a model of the gap 

between performance standards (supposed performance standards: gold standards) and actual 

performance (perceived) received by customers (Statisfaction is the relationship between the product’s 

actual performance and a performance standard). Customer satisfaction is a positive or negative feeling 

about value that was received as a result of using a particular organization’s offering in specific use 

situations. This feeling can be a reaction to an immediate use situation or an overall reaction to a series 

of use situation experiences. A standard comparison is a standard measure of comparison, which is 

used to compare with what is assessed by patients. 

According to Gaspersz (1997) there are three levels of expectation namely implicit expectations, not 

directly related to products / services (basic expectations); explicit expectations (implied, stated, 

related to the product / service desired / expected) and hidden expectations (latent). 

3) Stimuli-Assessment-Reaction Model 

This theory suggests that there are four components that form customer satisfaction, namely (1) 

stimulus is a stimulus that can be received by customers both through the senses (eyes, ears, taste, 

smell), in the form of physical (parking space, facilities, treatment rooms) and non-physical (attitudes 

and behaviors of nurses or doctors), (2) customer ratings can be expressed in terms of good, bad, like, 

cold, funny, accepting, helping and finally forming a positive, negative, neutral (zero) attitude from 

stimulus assessment, (3) reaction customers in affective and cognitive contexts can be in the form of 

feelings of satisfaction, dissatisfaction, pleasure, displeasure, anger, sadness, reaction is also a 

combination of affective and behavior and (4) differences in individual characteristics namely pre 



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disposition (age, sex), previous behavior and personal experience, normative and subjective norms of 

society before assessing, responding, or reacting after receiving service. 

2.2 Patient Satisfaction Aspects 

Satisfaction felt by patients is a very important aspect for the survival of a hospital. Sabarguna (2004) 

states there are several aspects that affect patient satisfaction, namely: 

a. Comfort aspects, including hospital location, hospital cleanliness, comfort of the patient’s room, 

patient food, and equipment available indoor. 

b. Aspects of the patient’s relationship with hospital staff, including staff friendliness hospitals 

especially nurses, information provided by hospital staff, communicative, responsive, supportive, and 

deft in serving patients. 

c. The technical competency aspects of the officers, including courage to act, experience, degree, and 

famous. 

d. Cost aspects, including the high cost of services, whether or not affordable by patients, and presence 

or absence of relief given to patients. 

2.3 Factors Affecting Patient Satisfaction 

Griffith (Leger, 1992) suggests several factors that influence feelings of satisfaction in someone, 

namely: 

a. The attitude and approach of hospital staff to patients is the attitude of officersthe hospital to the 

patient when the patient first arrived at the hospital, the hospitality shown by the hospital staff, and the 

speed of reception of patients who came to the hospital. 

b. The quality of care received by the patient is what has been done by the service provider to the 

patient in the form of care services related to the healing process of the patient’s illness and the 

continuity of patient care while in the hospital. 

c. Administrative procedures are related to patient administration services starting in the hospital, 

during treatment, and when discharged from the hospital, the staff’s agility in serving patients, and an 

explanation of the details of the costs used by patients while in hospital. 

d. Facilities provided by the hospital are inpatient facilities, quality food, room  

cleanliness, room comfort, and hospital location. 

Satisfaction experienced by patients as users of hospital services can only develop if there is a 

relationship between service providers in this case hospitals, especially nurses who care for patients 

and patients served (Kotler, 1997). In addition, if the patient feels satisfaction with the services 

provided by the hospital, the patient will inform his friends, family, and neighbors about the services he 

has received so that his friends, neighbors or family will also use the same hospital services. Therefore, 

the hospital must be able to improve the performance of the nurses so that. Nurses at the hospital can 

provide quality services to patients who use the hospital’s services (Kotler, 1997). Singh and 

Sirdesmukh (2000) (Nata, 2011) suggested the factors that make up decisions toward loyalty, namely 



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service performance, which is the perception of the process and outcome of service delivery, price 

perception, namely the evaluation of the fairness of service costs, and performance disconfirmation 

2.4 Quality of Service 

Quality is a dynamic condition that affects products, services, people, processes and environments that 

meet or exceed expectations (Tjiptono, 2013). So the definition of service quality can be interpreted as an 

effort to meet the needs and desires of consumers and accuracy delivery in offset consumer expectations 

(Tjiptono, 2007). Service quality can be known by comparing consumers’ perceptions of the services 

they actually receive / get with the services they actually expect / want for the service attributes of a 

company. If the service received or perceived (perceived service) is as expected, then the quality of 

service is perceived to be good and satisfying, if the service received exceeds consumer expectations, 

then the quality of service is perceived to be very good and quality. Conversely, if the service received is 

lower than expected, the perceived quality of service is poor. 

Quality of service or service is the level of gap between the expectations or desires of customers with the 

perception or performance they have felt. According to Schnaars in Tjiptono and Chandra (2005), 

basically the goal of a business is to create satisfied customers. Furthermore Kotler (2015) said that 

service is any activity or benefit offered by one party to another party and is essentially intangible, and 

does not result in ownership of something. The basic concept of a service (service) or the quality of a 

product can be defined as fulfillment that can exceed what the customer wants or expects. 

According to Kotler (2015, p. 83) the definition of service is any action or activity that can be offered 

by one party to another party, which is basically intangible and does not result in any ownership. Its 

production can be related or not linked to one physical product. Service is the behavior of producers in 

order to meet the needs and desires of consumers for the achievement of satisfaction to consumers 

themselves. Kotler also said that the behavior can occur at the time, before and after the transaction. In 

general, high-quality services will result in high satisfaction and frequent repeat purchases. 

From the definitions of service quality, it can be concluded that service quality is all forms of activities 

carried out by the company in order to meet consumer expectations. Services in this case are defined as 

services provided by the service owner in the form of convenience, speed, relationships, abilities and 

hospitality aimed at attitudes and properties in providing services for customer satisfaction. 

According to Parasuraman et al. (1998), the dimensions that represent consumer perceptions of a 

service quality are as follows: 

1) Reliability is a dimension that measures the reliability of a service to consumers. The reliability 

dimension is defined as the ability to deliver the promised service reliably and accurately. 

2) Responsiveness is the willingness to help and provide services quickly to consumers which includes 

the readiness of labor in serving consumers, the speed of labor in handling transactions and handling 

consumer complaints. The responsiveness dimension is the most dynamic dimension. This is 

influenced by technological development factors. One example of aspects of responsiveness in service 

is speed. 



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3) Assurance is the dimension of service quality related to the ability to instill trust and confidence in 

consumers. Dimensions of certainty include the ability of labor for knowledge of products including 

the ability of employees to appropriately know the product, the quality of hospitality, attention and 

courtesy in providing services, skills in providing security in utilizing the services offered and the 

ability to instill consumer confidence in services which is offered 

4) Empathy is a willingness to care and give personal attention to service users. Empathic service 

requires personal touch / feeling. The empathy dimension is a dimension that provides a great 

opportunity to create a “surprise” service, which is something that is not expected by the service user 

but is actually provided by the provider services. This empathy dimension is a combination of aspects: 

a) Access includes the ease of utilizing the services offered service provider. 

b) Communication, which is the ability to do communication to convey information to consumers or 

obtain input from consumers. 

c) Understanding of consumers, including business service providers to know and understand the needs 

and desires of consumers. 

5) Tangible dimensions 

defined as the appearance of equipment facilities and officers who provide services because a service 

cannot be seen, smelled, touched or heard, the tangible aspect becomes very important as a measure of 

service. 

Tjiptono (2008) suggests that consumers assess the five dimensions of quality of health services, 

namely: 

1) Reliability: appointments are kept according to schedule and the diagnosis is proven accurate. 

2) Responsiveness: easily accessible, no longer waiting and willing hear patient complaints. 

3) Guarantees: knowledge, skills, trust and reputation. 

4) Empathy: know the patient well, remember problems (illness, complaints, etc.) before, good  

and patient listeners. 

5) Physical evidence: waiting rooms, operating rooms, equipment and written materials 

One of the factors driving customer satisfaction is the quality of service. To increase customer 

satisfaction, the RGSM Gt. Hasan Aman must improve the quality of service. To assess service quality, 

it can be measured by 5 factors, namely tangible, reliability, responsiveness, assurance, empathy. 

According to Kotler and Armstrong (1996), quality service products have an important role in shaping 

customer satisfaction. The more quality the products and services provided, the higher the satisfaction 

felt by the customer. If customer satisfaction is higher, it can cause benefits for the business entity. One 

of the main ways to maintain a service company is to provide services with a higher quality of service 

than competitors consistently and meet customer expectations. If the perceived quality of service is 

smaller than expected, the customer becomes uninterested in the service provider, but if the opposite is 

true, it is likely that the customer will continue to use the service provider again.  

Research conducted by Dabholkar et al. (2000) in Tjiptono (2005) states that service quality has a 



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positive influence on customer satisfaction. Parasuraman et al. (1998) in Hadi (2003) argues that 

service quality is in line with customer satisfaction, where increasing (more positive) service quality is 

used as a reflection of increasing customer satisfaction. 

 

3. Service Facilities 

According to Youti (1997, p. 12) service facilities are everything both objects and services that 

accompany the services provided by companies both service companies, trade and industrial companies. 

Facilities can also be interpreted as facilities and infrastructure that are available in the environment or 

inside the company office, intended to provide maximum service so that consumers or customers feel 

comfortable and satisfied. Facilities are the main supporting factor in the activities of a product. 

Raharjani (2005) states that if a service company has adequate facilities so that it can make it easier for 

consumers to use their services and make consumers comfortable using these services, they will be able 

to influence consumers in purchasing services. Companies that provide a pleasant atmosphere with 

attractive facility designs will influence consumers in making purchases. This means that one of the 

factors of consumer satisfaction is influenced by the facilities provided by the seller that are used by 

consumers so as to facilitate consumers in the purchasing process. If consumers feel comfortable and 

easy to get the product or service offered by the seller, then the consumer will feel satisfied. 

Kertajaya (2003) the provision of adequate facilities will help increase consumer empathy for any 

conditions that are created when consumers make a purchase. So psychologically they will give a 

statement that they are satisfied in making a purchase. Matters that need to be conveyed in service 

facilities include: 

1) Completeness, cleanliness and tidiness of the facilities offered 

2) Condition and function of facilities offered 

3) Ease of use of the facilities offered 

4) Completeness of the equipment used 

The facility is a supporting facility used by the company in an effort to increase customer satisfaction. 

The better the facilities provided to consumers, the more they will increase customer satisfaction. 

Kotler (2015) states that one of the efforts made by company management, especially those that are 

directly related to customer satisfaction, is to provide the best facilities to attract and retain customers. 

Facilities are important facilities and infrastructure in an effort to increase satisfaction such as 

providing convenience, meeting the needs and comfort for service users. If the facilities provided are in 

accordance with the needs, then the consumer will feel satisfied. 

The relationship between facilities and satisfaction has been proven by research conducted by 

Martianawati (2009), Widitomo (2009), Wijaya (2010), where the results of the study are that facilities 

have a positive influence on satisfaction. 

 

 



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3.1 Patient Satisfaction 

Kotler (2015) says that patient satisfaction is the level of one’s feelings after comparing the 

performance or results he feels compared to his expectations. If the performance exceeds expectations 

they will feel satisfied and vice versa if the performance does not match expectations will be 

disappointed. Engel (1990) states that patient satisfaction is an evaluation after the service selected is at 

least the same or exceeds patient expectations, while dissatisfaction arises when the results do not meet 

expectations. Basically the goal of a business is to create satisfied customers. Every person or 

organization (company) must work with internal and external customers to meet their needs in 

collaboration with internal and external suppliers for the creation of customer satisfaction. The creation 

of customer satisfaction can provide several benefits including (Tjiptono et al., 2003): 

a. The company’s relationship with consumers becomes harmonious. 

b. Provides a good basis for repeat purchases. 

c. Can encourage the creation of consumer loyalty. 

d. Forms word of mouth recommendations benefit the company. 

e. Earnings increased 

3.2 Measuring Patient Satisfaction 

There are several methods that every company can use for measuring and monitoring the satisfaction of 

consumers and competitors. Kotler (2001, p. 45) identified four methods for measuring consumer 

satisfaction: 

a) Complaints and Advice System 

Every consumer-oriented organization (customer-oriented) needs to provide opportunities and easy and 

convenient access for consumers to submit suggestions, criticisms, opinions, and complaints. The 

media used can be in the form of suggestion boxes placed in strategic locations (easily accessible or 

often bypassed by customers), comment cards (which can be filled directly or sent via post to the 

company), special toll-free telephone lines, websites, etc. 

b) Ghost Shopping 

One way to get a picture of customer satisfaction is by hiring some gosht shoppers to act or pretend to 

be potential customers of the company’s products and competitors. They are asked to interact with staff 

service providers and use the company’s products / services. 

c) Consumer Satisfaction Survey 

Most consumer satisfaction research is carried out by using the Survey method, both surveys by post, 

telephone, e-mail, website and direct interviews. Through a survey the company will get responses and 

feedback directly from consumers and also gives a positive impression that the company pays attention 

to its customers. 

If the reality is more than expected, then the service can be said to be quality whereas if the reality is 

less than expected, then the service is said to be of poor quality. If reality is the same as expectation, the 

service is called satisfying. 



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Thus service quality can be defined as the difference between reality and consumers’ expectations for 

the services they receive (Lupiyoadi, 2001). 

3.3 Framework 

The results of the 2012 survey the number of cavities in the population of South Kalimantan is 85%. 

Almost everyone loses their teeth. Therefore, a special hospital was established to serve oral health. 

The number of dentists and the population of South Kalimantan are very different in number. One 

dentist should have served ten residents. Establishment of RSGM Mt. Hasan Aman is expected to 

significantly reduce the number of cavities. Patient motivation is also very important in reducing the 

number of cavities. 

 

 

 

 

 

 

  

 

Information: 

 : Partial Influence 

 : Simultaneous InfluenceSimultan 

Figure 1. Research Conceptual Framework 

 

Hypothesis 

Based on the problem formulation and theoretical review, the hypotheses proposed in this study are: 

H1: There is a positive influence between service quality on patient satisfaction 

H2: There is a positive influence between facilities on patient satisfaction 

H3: There is a positive influence between the quality of service and facilities in a manner 

simultaneous with patient satisfaction 

Research Variables and Operational Definitions 1, Research Variables 

Sugiyono (2008) states the research variable is an attribute or nature or value of people, objects or 

activities that have certain variations that are determined by researchers to be studied and drawn 

conclusions. SutrisnoHadi (Arikunto, 2002) states that variables are symptoms that show good 

variation in type / level. In this study using two research variables, namely the dependent variable and 

the independent variable: 

a. Independent variable (not bound): 

The independent variable is the variable that causes the occurrence or influence of the dependent 

variable (Y) (Husein Umar, 2001). The independent variables that will be examined in this study are: 

Facilities 

(X ) 

Satisfaction 

 (Y) 

 

H1 

H2 

 

Services Quality (X1) 

H3 

 



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1. Quality of Service (X1) 

2. Facilities (X2) 

b. Dependent variable: 

The dependent variable is the variable whose value is influenced by the independent variable (Husein 

Umar, 2001). The dependent variable that will be examined in this study is patient satisfaction (Y). 

2. Operational Definitions 

Operational Definition is to attach meaning to a variable by defining the activities or actions necessary 

to measure that variable. The operational definition explains variables, making it possible for 

researchers to take measurements in the same way or develop better ways of measurement, Indriantoro 

and Supomo (2002). As for the operational definitions in this study are as follows: 

1) Independent variable, which consists of: 

a. Service Quality (X1) 

Quality of service is a measure of how well the level of service provided is able to match customer 

expectations. Indicator: 

1) Reliability 

2) Responsiveness 

3) Assurance 

4) Empathy 

5) Tangible dimensions 

b. Facilities (X2) 

According to Zakiah Daradjat and Anastasia, facilities are all things that can facilitate efforts and 

facilitate work in order to achieve a goal. Meanwhile, according to Suhaisimi Arikonto, facilities are all 

things that can facilitate, facilitate the implementation of a business. Facilities are all things that make it 

easier for patients to benefit from the services provided by the hospital. Indicator: 

1) Completeness 

2) Comfort and cleanliness of the room 

3) Condition of the facility 

2) Dependent variable (dependent), namely: Customer Satisfaction (Y) 

Customer satisfaction is a feeling of pleasure or disappointment someone who appears after comparing 

the performance (results) of products thought to the expected performance (Kotler, 2005, p. 70). 

3) Patient Satisfaction (Y) 

Patient satisfaction is a natural thing obtained by all patients in the dental and oral hospital of Gt. Hasan 

Safe. Patient satisfaction is inseparable from the service it receives, the better the level of service 

received, the patient will feel satisfied and if otherwise it is not satisfied. The indicators of patient 

satisfaction are: 

1. Timely service 

2. Adequate facilities 



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3. Seating is available 

4. Quick maintenance completed 

5. Comfortable treatment room 

 

4. Methodologis 

This research was conducted using a quantitative descriptive analysis research approach. Research sites, 

This research will be conducted at GGM. Hasan Aman Jl. SimpangUlin no.28 Banjarmasin South 

Kalimantan Province Population, Samples, and Sampling Techniques 

1) Population, is a generalization area consisting of objects or subjects that have certain qualities and 

characteristics determined by researchers to be studied and then conclusions drawn. The population in 

this study were all 4988 patients who visited the RSGM. 

2) Samples, the sample is part of the total characteristics possessed by the population (Sugiyono, 2004). 

Sampling is done with the consideration that the population is large enough, so it is not possible for the 

entire population. 

3) Sampling Methods, the sampling method in this study was conducted using the Non Probability 

Sampling method, which is a sampling method that does not provide the same opportunity or 

opportunity for each element or population to be selected as a sample (Sugiyono, 2004). 

The type of Probabilty Sampling used is purposive sampling. The purposive sampling method is a 

sampling method based on certain considerations and must represent the population to be studied. The 

consideration to be taken in taking the sample to be investigated is that the respondent studied is 

someone who has used the RSGM Gt. Hasan Aman. 

The number of samples is determined using the Yamane approach (Ferdinand, 2006). 

N 

n = ----------- 

1 + Nd² 

Where :  

n = Sample 

N = Total Population 

d = Margin of error 

By using a d value of 10%, the following sample sizes are obtained: 

4988 

n = ------------------------ = 98.03 to 100 respondent 

1 + 4988 (0, 1)² 

Data Types and Sources: RSGM GtHA 

The type of data in this study is to use primary data. Primary data is a source of research data obtained 

directly from original sources/without going through intermediary media (Supranto, 1994). Primary 

data used in this study were obtained from questionnaires filled out by respondents directly to users of 



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the RSGM Gt service. Hasan Aman. 

4.1 Data Collection Methods 

Research data that will be used in this study were collected with an instrument in the form of a 

questionnaire. The questionnaire is a list of questions that includes all statements and questions that 

will be used to obtain data, whether done by telephone, letter or face to face (Ferdinand, 2006). 

Basically the use of measuring instruments in the form of a questionnaire has similarities in terms of 

assumptions, strengths and weaknesses, therefore the authors use the reason for using the questionnaire 

method. 

Scoring the questionnaire answers was determined using a scale 

Likert is 5, 4, 3, 2, 1. 

1. = Very dissatisfied 

2. = Not satisfied 

3. = Quite satisfied 

4. = Satisfied 

5. = Very satisfied 

Teknik Analisis 

So that the data that has been collected can be useful, then the data must be processed and analyzed so 

that it can be used to interpret, and as a basis for decision making. The data analysis used in this study 

is quantitative analysis. 

Quantitative analysis is an analysis used for data in the form of numbers and how to discuss it with 

statistical tests. Data analysis activities in this study include several basic stages (Santoso & Tjiptono, 

2001), these stages include: 

1) Editing Process, the initial stage of data analysis is to edit the data that has been collected from the 

results of the survey in the field. In principle, the data editing process aims to ensure that the data to be 

analyzed is accurate and complete. 

2) Coding Process, the process of converting qualitative data into numbers by classifying answers 

available according to important categories (coding). 

3) Scoring Process, the process of determining the score of respondents’ answers carried out bymake 

suitable classifications and categories depending on opinion or opinion respondent. 

4) Tabulation, presenting the data obtained in the table, so the reader is expected to see the results of the 

research clearly. After the tabulation process is completed then the data in the table will be processed 

with the help of statistical software namely SPSS. 

Data Analysis Method, Data analysis is a process of simplifying data into a form that is easier to read 

and interpret. By using quantitative methods, it is expected that more accurate measurement results will 

be obtained about the responses given by respondents, so that the data these numbers can be processed 

using statistical methods. 



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4.1.1 Descriptive Statistics, is the analysis shown in the development and the growth of a situation and 

only gives an idea of certain circumstances by describing the properties of the object of research these 

(Umar, 2001). In this case the writing is done using Descriptive analysis, i.e., by reading the tables, the 

available figures then do the description and interpretation. 

4.1.1 Data Validity 

1) Test validity 

The purpose of the validity test is to measure the validity or validity of a questionnaire. A questionnaire 

is said to be valid if the questions on the questionnaire are able to reveal something that will be 

measured by the questionnaire (Ghozali, 2006). The questionnaire is said to be valid if the questions on 

the questionnaire are able to reveal something that will be measured by the questionnaire. Measuring 

validity can be done by correlating the score of questions with the total construct score or variables. 

Namely by comparing the value of r count with r table for degree of freedom (df) = n-2, where (n) is 

the number of research samples. If r arithmetic> r table and a positive value then the item or question or 

indicator is declared valid. 

2) Reliability Test 

The reliability test is a tool used to measure the consistency of the questionnaire which is an indicator 

of a variable or construct. A questionnaire is said to be reliable or reliable if a person’s answer to a 

statement is consistent or stable from time to time (Ghozali, 2006). The reliability measurement that 

will be used in this research is to use version 16 of the SPSS analysis tool, namely the Cronbach Alpha 

statistical test. A construct or variable is declared to be reliable if the Cronbach Alpha value> 0.60 

(Nunnally, 1967; Ghozali, 2006). 

4.1.3 Classical Assumption Test 

1) Normality Test 

The normality test aims to test whether in the regression model, confounding or residual variables have 

a normal distribution. We can see it from the normal probability plot comparing the cumulative 

distribution with the normal distribution. The normal distribution forms a diagonal straight line, and the 

ploting of residual data will be compared with the diagonal line. If the data distribution is normal, then 

the line that describes the actual data will follow the normal line (Ghozali, 2005). 

In principle, normality can be detected by looking at the spread of data (points) on the diagonal axis of 

the graph or by looking at the histogram of the residuals. The basis for decision making include 

(Ghozali, 2006): diagonal line or the graph does not show a normal distribution pattern, then the 

regression model does not meet the assumption of normality 

2) Multicollinearity Test 

Multicollinearity test was conducted to test whether the regression model found a correlation between 

independent variables. A good regression model should not occur correlation between independent 

variables. If there is a correlation, then there is a problem called Multicollinearity. In this study, to 

detect the presence or absence of multicollinearity in the regression model the correlation matrix of 



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independent variables is used, and to see the value of tolerance and Variance Inflation Factor (VIF) 

with the help of SPSS version 16 for Windows. Testing the presence or absence of multicollinearity 

symptoms is done by taking into account the value of the correlation matrix produced during data 

processing and the value of VIF and its tolerance. If the correlation matrix between independent 

variables has a high enough correlation (generally above 0.90), then this is an indication of a 

multicollinearity problem, and vice versa. The cutoff value that is commonly used to indicate a 

multicollinearity problem isTolerance<0.10 or equal to VIF value> 10 (Ghozali, 2006). 

3) Heteroscedasticity Test 

Heteroscedasticity test aims to test whether in the regression model there is a variance similarity from 

the residuals of one observation to another. If the variance shows a fixed pattern, it can be stated that 

there was no heteroscedasticity. If the variance from one observation residual to another observation is 

fixed then it is called homokedasticity, and if it is different it is called heteroscedasticity. To detect the 

presence or absence of heteroscedasticity can be done by using a Scatterplot chart. A good regression 

model is a homokedastisitas or heteroscedasticity does not occur (Ghozali, 2005). 

Basic analysis: 

1) If there are certain patterns, such as dots that form a regular pattern then it indicates that 

heteroscedasticity has occurred. 

2) If there is no clear pattern, and the points above and below the number 0 on the Y axis,  

then there is no heteroscedasticity 

4.1.4 Multiple Linear Regression Analysis 

Linear Regression Analysis is used to determine the effect of independent variables with the dependent 

variable. For regressions whose independent variables consist of two or more, the regression is called 

multiple regression. In this study, the independent variable consists of three variables, so it uses 

multiple regression. The regression equation in this study is to find out how much influence the 

independent variable is Service Quality (X1), Price (X2), and Facilities (X3) on Patient Satisfaction (Y). 

Regression equations can be formulated 

Y = a + b1X1 + b2X2 + e 

Where : 

Y = Patient Satisfaction 

a = constant 

b1, b2 = coefficient of research variables 

X1 = Service Quality Variable 

X2 = Facility Variable 

e = Error 

4.1.5 Simultaneous Test (Test F) 

The F statistical test is used to determine whether all independent variables entered into the model have 

an influence together on the dependent variable (Ghozali, 2005). 



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4.1.6 Hypothesis Testing 

To find out the significance of the results of the study it is necessary to do a t test (Partial Test) t-test 

basically shows how far the influence of one independent variable individually in explaining the 

variation of the dependent variable (Ghozali, 2005, p. 84). 

1) If Ho : βi i = 1,2 

Independent variable on partial and simultaneus on the effect about dependent variable  

2) If, H1 : βi i = 1,2 

Independentvariable on partial and simultaneus the effect about dependent variable. 

4.1.7 Coefficient of Determination (R2) 

The coefficient of determination (R2) essentially measures how far the ability to explain the variation 

of the dependent variable. The coefficient of determination is between zero and one. a small R2 means 

ability independent variables in explaining the variation of the dependent variable are very limited. a 

value close to one means that it is needed to predict variations 

dependent variable. in general the coefficient of determination for cross data (crossection) is relatively 

low due to large variations between each observation, while for coherent data (time series) usually has 

a high coefficient of determination (Ghozali, 2005). To find out the size of the independent variable in 

influencing the dependent variable can be known through the coefficient of determination indicated by 

the adjusted RS quare (R2). The adjusted R2 value can go up or down if an independent variable is 

added to the model 

 

5. Results and Discussion 

5.1 Test the Validity and Reliability of Research Instruments 

The initial step before the questionnaire was distributed and used to measure the research object, the 

researchers first tested the validity and reliability of all research variables. Test the validity and 

reliability in this study using the help of the SPSS 23.0 for Windows program with valid and reliable 

results. 

a. Validitas test 

 

Table 2. Service Quality Validities 

Variable Item Rhitung Rtabel Information 

Services 

Quality 

P1 0,640 0,165 Valid 

P2 0,869 0,165 Valid 

P3 0,826 0,165 Valid 

P4 0,869 0,165 Valid 

P5 0,825 0,165 Valid 

P6 0,635 0,165 Valid 



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P7 0,865 0,165 Valid 

P8 0,823 0,165 Valid 

P9 0,860 0,165 Valid 

P10 0,819 0,165 Valid 

Facilities  

P1 0,329 0,165 Valid  

P2 0,548 0,165 Valid 

P3 0,578 0,165 Valid 

P4 0,329 0,165 Valid 

P5 0,682 0,165 Valid 

P6 0,578 0,165 Valid 

P7 0,548 0,165 Valid 

P8 0,573 0,165 Valid 

P9 0,708 0,165 Valid 

P10 0,548 0,165 Valid 

P11 0,708 0,165 Valid 

P12 0,682 0,165 Valid 

Satisfaction 

P1 0,676 0,165 Valid  

P2 0,592 0,165 Valid 

P3 0,453 0,165 Valid 

P4 0,372 0,165 Valid 

P5 0,535 0,165 Valid 

P6 0,592 0,165 Valid 

P7 0,676 0,165 Valid 

Source: PrimeryData 2018. 

 

b. Reabilities Test 

 

Tabel 3. Service Quality of Reliabilities 

Reliability Statistics 

Cronbach’s Alpha N of Items 

.945 10 

Source: Output SPSS. 

 

It can be seen from this table that Cronbach’s Alpha value is 0.945 greater than r-Table. 

 

 



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Table 4. Fasilitas Reliabilitas 

Cronbach’s Alpha N of Items 

.784 12 

Source: Output SPSS. 

 

From this Table, the Cronbach’s Alpha value of 0.784 is greater than r-Table. 

 

Table 5. Reliabilities Satisfaction 

Cronbach’s Alpha N of Items 

.609 7 

Source: Output SPSS. 

 

It can be seen from the table that the Cronbach’s Alpha value of 0.609 is greater than r-Table. 

5.2 Analysis of Research Results 

Based on the results of the validity and reliability tests, statement questionnaires can be formally 

circulated to respondents. Then the data from the questionnaire answers obtained, tabulated and further 

analyzed in the form of a classic assumption test and multiple regression tests. 

5.3 Classic Assumption Test 

a) Normality 

Proof that the residual value is spread normally is one indication that the regression equation obtained 

is good enough. Proof of normality of residual values is carried out using the Kolmogorov-Smirnov test, 

which takes into account the residual values that exist. Residuals are normally distributed if the 

significance level is more than 0.05. Based on Table 5 it can be seen that the residual value obtained is 

0.200> 0.05. This means that data distribution is normal. 

 

Table 6. Kolmogorov-Smirnov Test 

One-Sample Kolmogorov-Smirnov Test 

  Unstandardized Residual 

N 100 

Normal Parametersa Mean .0000000 

Std. Deviation 1.35992391 

Most Extreme Differences Absolute .093 

Positive .047 

Negative -.093 



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Kolmogorov-Smirnov Z .929 

Asymp. Sig. (2-tailed) .354 

a. Test distribution is Normal. 

Source: Output SPSS. 

 

b). Heteroscedacity 

A good regression model is a homoskedacity or heteroskedacity does not occur. Detection of 

heterokesdacity can be done by using the scatter plot method by plotting ZPRED values (predicted 

values) with SRESID values (residual values). Based on Figure 5.2 it can be seen that there are no 

specific patterns on the graph. This means that there is no heteroskedacity in the model or the 

regression model used is good. 

c). Multicollinearity 

The regression model assumes the absence of multicollinearity or the absence of a perfect or almost 

perfect relationship between independent variables so that it is difficult to separate the influence of 

those variables individually on the dependent variable. Multicollinearity detection is by looking at the 

tolerance value and Value Inflation Factor (VIF). A regression model is said to be free of 

multicollinearity if it has a VIF value less than 10.00 and has a tolerance number greater than 0.10. 

 

Table 7. Coefficientsa 

Model 

Unstandardized 

Coefficients 

Standardized 

Coefficients 

t Sig. 

Collinearity Statistics 

B Std. Error Beta Tolerance VIF 

1 (Constant) 1.945 1.185  1.641 .104   

KUALITA

S 
.025 .036 .045 .679 .499 .439 2.280 

FASILITA

S 
.517 .039 .870 13.242 .000 .439 2.280 

a. Dependent Variable: satisfaction 

Source: Output SPSS. 

 

From the Table it is found that the tolerance value is 0.439> 0.10 or 2.280 <10.00, so there is no 

multicollinearity. 

5.4 Multiple Regression Analysis 

This analysis is to determine the effect of the independent variable with the dependent variable. 

Multiple regression analysis has several test requirements that must be met before multiple linear 



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regression analysis is performed. After all prerequisite tests have been carried out and the results meet 

the requirements for multiple regression analysis, the results of data processing using SSPSS 16.0 are 

as follows: 

Based on table 5.1, the results of the multiple linear regression equation are obtained as follows: 

Y = 1,945 + 0,025X1 + 0,517X2 

Hypothesis Test 

a). t- test 

Based on Table 6 above, the following results can be obtained: 

• Based on t-table: H1, 0.499> 0.05 and t-count 0.679 <1.988, the H1 hypothesis is rejected,  

which means that X1 does not affect patient satisfaction Y 

• Based on t-table: H1, 0.000 <0.05 and t-count 13.224> 1.988, the H2 hypothesis is accepted  

which means that X2 influences patient satisfaction Y 

• The third hypothesis shows that together X1 and X2 affect patient satisfaction (Y) 

b) Uji F 

Dari tabel tersebut di atas dapat diperoleh hasil bahwa variabel kualiatas layanan (X1) dan variabel 

Fasilitas (X2) berpengaruh signifikan secara simultan terhadap kepuasan pasien (Y) di RSGM – GHA 

banjarmasin. Sedangkan nilai R square sebesar0,817, halinimengandungartibahwapengaruhvariabel X1 

dan X2 secarasimultanterhadapvariabel Y adalah 81,7%. 

 

Tabel 8. ANOVAb 

Model 

Sum of 

Squares Df 

Mean 

Square F Sig. 

1 Regression 814.700 2 407.350 215.812 .000a 

Residual 183.090 97 1.888   

Total 997.790 99    

a. Predictors: (Constant), Fascilities, Service Quality 

b. Dependent Variable: Satisfaction 

Source :Output SPSS 

  

 

Theoretical Implications 

This study aims to determine the effect of service and facility quality on outpatient satisfaction at 

RSGM Gt. Hasan Aman obtained through the results of the regression test berganda. The results of the 

multiple regression test of the variable at issue indicate that the independent variable, i.e., the facility 

has an influence on the dependentvariable. This means that if the facilities are improved and the quality 

is more supportive then the level of patient satisfaction will also increase. 

Managerial Implications 



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Efforts to improve outpatient satisfaction need to be accompanied by improvements in the quality of 

services that are more supportive. The facility has a dominant influence on the satisfaction of 

outpatients RSGM Gt. Hasan Aman. Therefore, a more complete facility and in accordance with the 

patient’s thinking will increase satisfaction. But the quality of service must also be improved not only 

facilities. Thus the patient will feel satisfied with hospital services. 

Implications of Research Results 

 

6. Conclusion 

Based on the results of hypothesis testing using multiple regression tests, the following conclusions can 

be obtained. 

1) The quality of service does not significantly influence the satisfaction of outpatients RSGM Gt. 

Hasan Aman Banjarmasin. 

2) Facilities have a significant influence on the satisfaction of outpatients RSGM Gt. Hasan Aman 

Banjarmasin. 

3) Variable quality of service and facilities simultaneously have a significant effect on the satisfaction 

of outpatients RSGM Gt. Hasan Aman Banjarmasin. 

 

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