Analisis Mutu Pelayanan Pasien Rawat Inap Berdasarkan Metode Ipa (Importance, Performance Dan Analysis) Di Rumah Sakit Umum Daerah Sukoharjo

Setiawan, Agus and , Sri Sugiarsi, SKM, M.Kes (2016) Analisis Mutu Pelayanan Pasien Rawat Inap Berdasarkan Metode Ipa (Importance, Performance Dan Analysis) Di Rumah Sakit Umum Daerah Sukoharjo. Skripsi thesis, Universitas Muhammadiyah Surakarta.

BACA FULLTEXT
[img] PDF (Surat Pernyataan)
01. SURAT PERNYATAAN.pdf
Restricted to Repository staff only
Download (83kB)
[img] PDF (Naskah Publikasi)
02. ARTIKEL PUBLIKASI.pdf
Download (396kB)
[img] PDF (Halaman Depan)
03. HALAMAN DEPAN.pdf
Download (358kB)
[img] PDF (Bab I)
04. BAB I.pdf
Download (54kB)
[img] PDF (Bab II)
05. BAB II.pdf
Restricted to Repository staff only
Download (164kB)
[img] PDF (Bab III)
06. BAB III.pdf
Restricted to Repository staff only
Download (88kB)
[img] PDF (Bab IV)
07. BAB IV.pdf
Restricted to Repository staff only
Download (349kB)
[img] PDF (Bab V)
08. BAB V.pdf
Restricted to Repository staff only
Download (64kB)
[img] PDF (Bab VI)
09. BAB VI.pdf
Restricted to Repository staff only
Download (39kB)
[img] PDF (Daftar Pustaka)
10. DAFTAR PUSTAKA.pdf
Download (11kB)
[img] PDF (Lampiran)
11. LAMPIRAN.pdf
Restricted to Repository staff only
Download (536kB)

Abstract

Public expectations towards the fulfillment of the maximum degree of health and satisfying job in the hospital into its own for the hospital as health providers. This can be done by improving the quality of services in accordance with the requirements and standards of the profession. The purpose of this research is to know the factors that are considered important in influencing the perception of the customers against the quality of patient service in hospitals based on the method of IPA (Importance, Performance And Analysis). The population in this research is the were all patients class 3 as much as the 1201, with sampling as much of 60 respondents. How to use the method of purposive sampling sampling. The results showed that all the indicators of the Ministry from the table either in the category of perception and score in the category of quality of service expectations are important. Based on the analysis of using 5 dimensions of service quality dimensions that most are on A quadrant is a dimension of Reliability, most dimensions on quadrant B is the dimension of Reliability, most dimensions on quadrant C is the dimension of Responsiveness and emphaty, most dimensions are in quadrant D is the dimension of Tangible and Assurance. The conclusion of this research is the human factor received the most complaints, including speed, attitude and attention. Services that are not included in the category of low performance is the service of the hospital. The advice of this research is to increase the quality of human resources, training, increased knowledge and soft skills. Keywords : Service of quality, IPA(Importance, Performance And Analysis). Literature : 31, 1996 - 2014

Item Type: Karya ilmiah (Skripsi)
Uncontrolled Keywords: Service of quality, IPA(Importance,
Subjects: R Medicine > R Medicine (General)
Divisions: Fakultas Ilmu Kesehatan > Kesehatan Masyarakat
Depositing User: AGUS SETIAWAN
Date Deposited: 15 Aug 2016 07:55
Last Modified: 15 Aug 2016 07:55
URI: http://eprints.ums.ac.id/id/eprint/46148

Actions (login required)

View Item View Item
UMS ETD-db is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.