pengaruh kualitas pelayanan terhadap keputusan kunjungan ulang pasien rawat jalan rsud siti aisyah lubuklinggau tahun 2018

Fitri, - (2019) pengaruh kualitas pelayanan terhadap keputusan kunjungan ulang pasien rawat jalan rsud siti aisyah lubuklinggau tahun 2018. Master thesis, institut kesehatan helvetia.

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Abstract

Service quality is one of the factors that determine customer satisfaction. Outpatients complain of the services they receive such as a slow referral service and require a long administrative process, officers do not understand the needs of patients, do not get services in a timely manner, are not handled immediately by the hospital. The quality of health services is strongly influenced by the process of providing health services by health workers. Outpatients in Lubuklinggau Regional General Hospital said that they felt uncomfortable with the services of health workers because sometimes they spoke loudly and face unfriendly so that they were not comfortable with the services provided, many patients protested and were angry because they did not accept the treatment of health workers that is. The purpose of this study was to analyze the effect of service quality on the decision to revisit outpatients at Siti Aisyah Regional General Hospital Lubuklinggau.
This study is an analytical survey research using a cross sectional approach. This research was conducted at Siti Aisyah Reginal General Hospital Lubuklinggau in December 2018. The population was 89 respondents, while the sample was conducted using the Purposive sampling method.
The results showed that there was a significant influence between the structure on the decision of outpatient revisit with a value of p value = 0.002 <0.005, there was a significant influence between the process of the decision of the outpatient visit with a value of p value = 0.011
<0,005, there was a significant effect between the outcome of the decision to revisit outpatients at Siti Aisyah Lubuklinggau General Hospital.
This study can be concluded that there is an influence of service quality on the decision to revisit outpatients at Siti Aisyah Regional General Hospital Lubuklinggau. It is suggested to the hospital to improve communication facilities, and conduct excellent service training.

Item Type:	Doktoral (Master)
Additional Information:	Service Quality, Revisit
Subjects:	Fakultas Kesehatan Masyarakat > Administrasi Rumah Sakit Fakultas Kesehatan Masyarakat > Kesehatan Masyarakat
Divisions:	Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat
Depositing User:	Fitri - -
Date Deposited:	27 Feb 2020 05:24
Last Modified:	27 Feb 2020 08:24
URI:	http://repository.helvetia.ac.id/id/eprint/1633

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