Faktor Dominan Kualitas Pelayanan… (Dalfian, Achmad Farich, Elitha Matherina Utari) 551 Jurnal Dunia Kesmas, Vol. 9 No. 4, Oktober 2020, hal. 551 – 560 ISSN 2301-6604 (Print), ISSN 2549-3485 (Online) http://ejurnalmalahayati.ac.id/index.php/duniakesmas/index FAKTOR DOMINAN KUALITAS PELAYANAN INFORMASI TERHADAP TINGKAT KEPUASAN PASIEN RAWAT INAP RUMAH SAKIT DI LAMPUNG TENGAH TAHUN 2019 Dominant Factors Of Information Service Quality On The Level Of Satisfaction Of Hospital Institutions In Lampung Tengah 2019 Dalfian 1 , Achmad Farich 2 , Elitha Matherina Utari 3 1 Fakultas Kedokteran Universitas Malahayati, 2 Fakultas Kesehatan Masyarakat Universitas Malahayati, 3 RSUD Abdul Moeloek Lampung *Korespondensi penulis: drdelfi03@gmail.com Penyerahan: 30-09-2020, Perbaikan: 03-12-2020, Diterima: 15-12-2020 ABSTRACT RSUD Demang Sepulau Raya, RS Harapan Bunda, RS Mitra Mulia Husada and RSI Asy-Syifaa, are four of the seven hospitals in Lampung Tengah. Information service is one of the patient's rights that must be provided by the hospital. Patient satisfaction will be influenced by the quality of information services provided. The results of my selft survey about information services in Lampung Tengah, showed that 25 out of 40 (65.5%) inpatient respondents were satisfied. Different from the results of the hospital's own survey of general services in 2018, showed the level of satisfaction of inpatients above 80%. The purpose of this study was to determine dominant factor in the quality of information services contributes to the level of satisfaction to hospitals patiens at Lampung Tengah in 2019. The research method uses a quantitative research design with a cross sectional approach with 496 respondents using the accidental sampling technique for three to four weeks, using questionnaires and data analyzed with the chi-square test, and with multiple logistic regression tests. The results showed that there was an influence of information service partially and jointly by the dimensions of service quality reliability, responiveness, assurance, and empathy for patient satisfaction with each p- value = 0.001, but there was no effect of tangible service quality p-value = 0.437 > 0.05, and the dimensions of service quality Reliability are the dominant factors affecting patient satisfaction with p-value = 0,000 and the highest OR (3,364) compared to other dimensions. It was recommended that hospitals in Lampung Tengah need to improve the quality of information services in the dimension of reliability. Keywords: Hospital, Information Service Quality, Patient Satisfaction ABSTRAK RSUD Demang Sepulau Raya, RS Harapan Bunda, RS Mitra Mulia Husada dan RSI Asy-Syifaa, merupakan empat dari tujuh rumah sakit di Lampung Tengah. Pelayanan informasi merupakan salah satu hak pasien yang wajib diberikan oleh pihak rumah sakit. Kepuasan pasien akan dipengaruhi oleh kualitas pelayanan informasi yang diberikan. Hasil presurvei peneliti tentang pelayanan informasi di Lampung Tengah tersebut menunjukkan 25 dari 40 (65,5%) responden rawat inap merasa puas. Berbeda hasil survei sendiri rumah sakit tentang pelayanan secara umum tahun 2018, menunjukkan tingkat kepuasan pasien rawat inap diatas 80%. Tujuan penelitian ini untuk mengetahui faktor dominan kualitas pelayanan informasi yang berpengaruh terhadap tingkat kepuasan pasien rawat inap pada rumah sakit umum di Lampung Tengah Tahun 2019. Metode penelitian menggunakan rancangan penelitian kuantitatif dengan pendekatan cross sectional dengan jumlah smpel 496 responden menggunakan teknik accidental sampling selama tiga sampai empat minggu, dengan