NISA, KHAIRUN (2018) MIXED METHOD ANALYZE KUALITAS PELAYANAN KEDOKTERAN GIGI TERHADAP KEPUASAN PASIEN DI RUMAH SAKIT GIGI DAN MULUT PENDIDIKAN UNIVERSITAS SUMATERA UTARA TAHUN 2017. Master thesis, INSTITUT KESEHATAN HELVETIA.
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Abstract
In the context of health care, patient satisfaction is a state in which the patient’s wishes, expectations and needs are met. A service is considered satisfactory if the service can meet the needs and expectations of patients. According to the Parasuraman there are 5 dimensions of service quality that is reliability, responsiveness, assurance, empathy, and tangibles.
This study aims to analyze the relationship between service quality and patient satisfaction in RSGMP USU Medan. This type of research use mixed method. The populations numbered 8.707 person. The sample of quantitative is 100 patients and 10 informants for qualitative (patients, doctor in charge and the head of the hospital) at RSGMP USU Medan. Data quantitative were analyzed by chi-square test and triangulation test for qualitative data.
The research results showed that service quality variables (reliability, responsiveness, assurance, empathy and tangibles) had significant relationship with patient satisfaction variables in RSGMP USU Medan with p value=0,001.
This concludes that there is a correlation between service quality (reliability, responsiveness, assurance, empathy and tangibles) provided with patient satisfaction at RSGMP USU Medan. Based on the qualitative results, it is known that the patient complained about long waiting time and service time, unclear care and lack of skill from the doctor in charge. While the head of the hospital
states that satisfaction is a subjective thing and has done the maximum services, the doctor in charge is in education but must be emphasized that the results of
treatmentis the same.
It is advisable to pay attention of available facilities and infrastructure, waiting times aren’t too long and the dentist should not be late and standby so patients do not waited too long.
| Item Type: | Doktoral (Master) |
|---|---|
| Additional Information: | Service quality, Satisfactions, RSGMP |
| Subjects: | Fakultas Kesehatan Masyarakat > Administrasi Rumah Sakit |
| Divisions: | Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat |
| Depositing User: | Khairun Nisa |
| Date Deposited: | 27 Nov 2018 01:30 |
| Last Modified: | 09 Mar 2020 10:00 |
| URI: | http://repository.helvetia.ac.id/id/eprint/162 |
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