Tesis ini membahas tentang kepuasan pasien terhadap kualitas layanan di Instalasi Gawat Darurat Rumah Sakit PMI Bogor Tahun 2011. Rumah Sakit sebagai institusi pelayanan kesehatan harus terus berupaya untuk meningkatkan kualitas pelayanannya agar dapat memberikan kepuasan kepada pasien. Pelayanan kesehatan dikatakan bermutu apabila dapat memuaskan setiap pemakai jasa pelayanan serta penyelengaraannya sesuai standard an kode etik profesi yang telah ditetapkan. Pengukuran tingkat kepuasan pasien yang dilihat dari 5 dimensi mutu dilakukan untuk mengetahui kualitas layanan di Instalasi Gawat Darurat Rumah Sakit PMI Bogor . Penelitian ini menggunakan metode deskriptif dengan rancangan penelitian cross sectional dengan menggunakan wawancara dan observasi. Data yang terkumpul dianalisis secara univariat, bivariat, dan multivariat, selanjutnya data disajikan dalam bentuk tabel. Hasil penelitian menunjukkan bahwa tingkat kepuasan pasien pada dimensi tangible sebesar 88%, reliability sebesar 81%, responsiveness sebesar 88%, assurance sebesar 95%, emphaty sebesar 85%. Kualitas layanan secara keseluruhan didapatkan 59% mengatakan baik. Faktor-faktor yang berhubungan dengan kualitas layanan dilihat dari lima dimensi mutu adalah : tangible, reliability, responsiveness, emphaty. Faktor yang paling dominan terhadap kualitas layanan adalah tangible. Berdasarkan hasil penelitian disarankan agar Rumah Sakit PMI Bogor dapat memperhatikan kinerja dari petugas IGD agar dapat meningkatkan kualitas pelayanan terhadap pasien, dan selalu memperhatikan lima dimensi mutu dalam pelayanan kepada pasien. Kata Kunci : Kualitas Layanan, Instalasi Gawat Darurat

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This thesis discusses the patient's satisfaction on the quality of service in the Emergency Red Hospital PMI Bogor in 2011. Hospital as a health care institution must continually strive to improve the quality of its services in order to give satisfaction to patients. Health services if the quality is said to satisfy every user services and operate according to standards and professional codes of ethics that has been set. Measurement of patient satisfaction rates seen from the five dimensions of quality is performed to determine the quality of service in the Emergency Red Hospital PMI Bogor. This research uses descriptive method with cross-sectional study design using interviews and observation. Data collected were analyzed by univariate, bivariate, and multivariate, then the data presented in tabular form. The results showed that the level of patient satisfaction in the tangible dimension by 88%, 81% reliability, responsiveness by 88%, 95% assurance, emphaty by 85%. Overall quality of service found 59% said good. Factors associated with visits of the five service quality dimensions of quality are: tangible, reliability, responsiveness, emphaty. The most dominant factor on the quality of service is tangible. Based on the results of the study recommended that the Hospital PMI Bogor can observe the performance of the ER staff in order to improve the quality of service to patients, and always pay attention to the five dimensions of quality in services to patients. Keywords: Quality of care, the Emergency Red