The Influence of the Appearance and Hospitality of Staff on Patients’ Needs in Outpatient Ward Services

Background: outpatient services are the leading service of inpatient services in hospitals. Quality service is a must to reach more patients and be liked by customers. Customers need many types of services, including friendliness of officers, appearance of officers, services providing information and other services. This research reveals the extent to which friendly service and the appearance of staff contribute to patient needs. The aim of this research is to look in detail at the friendly factors and appearance of health workers in meeting patient needs. Research method: the research method used was quantitative cross-sectional on 100 outpatients at the hospital. The analysis used is structural equation modelling (SEM Amos 22.0 0. The research results show that: Ha1; There is an influence of the officer’s appearance (Appearance) on the patient’s needs with a value of p = 0.521, which means that the officer’s appearance is not significant on the patient’s needs. Ha2; there is an influence of hospitality on patient needs, the test result is a p value = 0.00 which means it is significant, this means that the friendliness of the staff influences or fulfills what the patient needs. Conclusion: Any appearance of health workers is acceptable as long as the staff is friendly.