THE EFFECT OF SERVICE QUALITY TOWARD THE EMOTION APPRAISAL AT PRIVATE HOSPITALS IN SURABAYA

The improvement of health service quality can be done in various aspects. Hospitals need to manage the emotion of patients to create positive emotions and reduce negative emotions. This study aimed to analyse the effect of service quality toward the emotion appraisal. It is an explanatory research intended to explain the relationship between service quality and emotion appraisal variables. The population of this research was all inpatients using hospital service and being hospitalized at least three days at the Private Hospital in Surabaya. Total population used was 162 patients and the sample used was 140 patients taken by using proportional random sampling. The instrument used in this study was questionnaire. The result of variables parameter estimation of Core Service Quality to the Emotion Appraisal based on the indicators showed significant result, CR 5.044 and this value was greater than 1.96. The significance level acquired was of 0.000 (P <0.05). Thus, the Core Service Quality significantly affected to the Emotion Appraisal. Patients' perception to the core service quality applied by private hospitals type Bin Surabaya was better (positive) day by day. Furthermore, the emotion appraisal of patients in the private hospitals type B will increase by providing additional new and modern medical devices that will provide patients with better care.