Kepuasan pasien merupakan salah satu indikator dalam mengukur mutu pelayanan di rumah sakit. Penelitian ini bertujuan untuk mengetahui gambaran kepuasan pasien terhadap pelayanan yang diberikan di instalasi rawat jalan RSTI, mengetahui hubungan karakteristik pasien dengan tingkat kepuasan terhadap pelayanan di instalasi rawat jalan RSTI, serta mengetahui faktor karakteristik yang paling dominan berhubungan dengan kepuasan pasien terhadap pelayanan di instalasi rawat jalan RSTI. Jenis penelitian adalah campuran antara kuantitatif dan kualitatif dengan menggunakan pendekatan cross sectional. Hasil penelitian menunjukkan bahwa proporsi kepuasan pasien di RSTI adalah 52.5%. Penelitian ini menyimpulkan bahwa kepuasan pasien di instalasi rawat jalan RSTI sudah cukup baik, namun diharapkan pihak manajemen RSTI untuk lebih meningkatkan mutu pelayanan, dengan mengetahui harapan apa saja yang diinginkan oleh pasien dan berusaha untuk memenuhinya.

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Patient's satisfaction is the one of the indicators which could be used to measure the hospital?s service quality. The study was performed to describe customer satisfaction of the Ambulatory Department of Tugu Ibu Hospital, to find out the relation between customer characteristics with satisfaction level of the Ambulatory Department of Tugu Ibu Hospital, and to find out dominant factor related to the patient's satisfaction of the Ambulatory Department of Tugu Ibu Hospital. This study was combination between quantitative and qualitative approaches with cross sectional design for quantitative. The results of the study showed that The proportion of the customers who were satisfied with the service was 52.5%. This study concluded that the customer satisfaction of the ambulatory department of Tugu Ibu Hospital was good enough. But, the management had to more improve the hospital's service quality, one of the choice was to know about the expectations from the patients, and tried to fulfil it.