Hubungan Kualitas Pelayanan dengan Kepuasan Pasien Rawat Jalan di Rumah Sakit UNS

Juliana, Juliana and , Sri Sugiarsi, SKM., M.Kes and , Kusuma Estu Werdani, SKM, M.Kes (2017) Hubungan Kualitas Pelayanan dengan Kepuasan Pasien Rawat Jalan di Rumah Sakit UNS. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

UNS Hospital is a newly established hospital and is a hospital type C. UNS hospital is in the preparation stage of accreditation. One of the standards of hospital accreditation is measuring the hope and satisfaction of patient and family, so UNS Hospital need to do measurement of patient satisfaction as a reference in improving the service. The purpose of this reseach is to analyze the relationship of service quality with outpatient satisfaction in UNS Hospital. The type of research is an observational with cross sectional approach. The population of this research were all outpatients at UNS Hospital with the total sample of 107 respondents taken with sequential sampling technique. Statistical test using Corelation Pearson Product Moment test. The results of research based on IPA method show overall service dimension indicator of performance level in very good category and level of expectation in category is very important. The dimension that is in quadrant A is competence dimension, in quadrant B is credibility dimension, in quadrant C is access dimension, and in quadrant D is communication and courtesy dimension. The results of the overall CSI value of 82.67%, shows that outpatients feel very satisfied with the quality of services available in the UNS Hospital. The result of correlation test shows that there is a very significant correlation between service quality and outpatient satisfaction in UNS Hospital (p-value = 0,000). Keywords: Service Quality, Patient Satisfaction, IPA (Importance Performance Analysis), CSI (Customer Satisfaction Index).

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Service Quality, Patient Satisfaction, IPA (Importance Performance Analysis), CSI (Customer Satisfaction Index)
Subjects:	X General Subject
Divisions:	Fakultas Ilmu Kesehatan > Kesehatan Masyarakat
Depositing User:	- Juliana -
Date Deposited:	11 Nov 2017 08:49
Last Modified:	11 Nov 2017 08:49
URI:	http://eprints.ums.ac.id/id/eprint/57559

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