The type of research used in this study is quantitative research to
determine the influence of Tangibles, Reliability, Responsiveness, Assurance and
Empathy. The independent variables in this research are Tangibles, Reliability,
Responsiveness, Assurance and Empathy while the dependent variable is Patient
Satisfaction. The subject of this research is the member of institution of social
security health in the Outpatient Installation of Wijayakusuma Purwokerto
Hospital. Data collection technique is purposive sampling by using 128 sample of
respondents. Test Instruments used Validity test, Reliability test, all items
statements are valid and reliable, other than that free from the Classic
Assumption Test. Data analysis technique used is Multiple Regression Analysis,
Hypothesis Test and Different Test. The result of the analysis shows that the
variable of Tangibles, Reliability, Responsiveness, Assurance and Empathy
simultaneously and partially have a significant positive effect on Patient
Satisfaction. Different Test Result shows that there is a significant difference of
average patient satisfaction member of institution of social security health
between non-TNI/general patients and TNI patients. The most dominant variable
of influence is Assurance, is recommended for hospitals to improve the quality of
services by providing safe health services, having trusted health workers, being
polite and knowledgeable to answer questions from patients.