Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien di Instalasi Rawat Jalan RSI Nashrul Ummah Lamongan

Andayani, Widjayanti and ., Dr. dr. Iwan Setiawan Sp. THT - KL and ., Dr. Muzakar Isa, SE, MSi (2019) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien di Instalasi Rawat Jalan RSI Nashrul Ummah Lamongan. Thesis thesis, Universitas Muhammadiyah Surakarta.

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Abstract

Patient satisfaction is something that must be maintained by the hospital so that the business in the health services sector still exists, because patient satisfaction is because patients come again for treatment at the hospital. Patient satisfaction is closely related to service quality. Quality gives an impetus to the customer or patient to establish a strong bond with the hospital. In long-term relationships, such ties allow hospitals to understand customers' expectations and their needs carefully, so as to increase customer satisfaction. This study aims to analyze the effect of service quality on patient satisfaction at the outpatient installation at Nashrul Ummah Hospital in Lamongan. The sample in this study amounted to 100 patients. Both old patients or new patients at the outpatient installation at Nashrul Ummah Hospital in Lamongan. In this study using a questionnaire for data collection. The sampling technique is a non-probability sampling method. Data analysis techniques using multiple linear regression analysis and t test. The results of this study indicate that: tangibles, responsiveness, assurance, and empathy have a positive influence on patient satisfaction, while reliability does not have a significant effect on patient satisfaction.

Item Type:	Karya ilmiah (Thesis)
Uncontrolled Keywords:	Kualitas pelayanan, Kepuasan pasien, Instalasi rawat jalan
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Pasca Sarjana > Magister Manajemen
Depositing User:	Unnamed user with username p100170024
Date Deposited:	16 Nov 2019 02:49
Last Modified:	16 Nov 2019 02:49
URI:	http://eprints.ums.ac.id/id/eprint/78384

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