Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien di Poliklinik Gigi Puskesmas Gambir Baru Kecamatan Kota Kisaran Timur Kabupaten Asahan Tahun 2018

Naibaho, Anneke Nelly (2018) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien di Poliklinik Gigi Puskesmas Gambir Baru Kecamatan Kota Kisaran Timur Kabupaten Asahan Tahun 2018. Master thesis, Institut Kesehatan Helvetia.

Text ANNEKE NELLY L. NAIBAHO 1602011122.pdf Download (6MB)

Abstract

Patient satisfaction is very influential on the level of patient visits in a health care institution. As is the case in the Dental Polyclinic of Gambir Baru Health Center, East Kisaran Subdistrict, Asahan Regency, which in recent years has decreased the number of patient visits.
This research is an explanatory survey, which is a study that aims to analyze and explain the causal influence between independent variables on the dependent variable. The population in this study were all patients who had utilized dental health services in the Dental Clinic of Gambir Baru Community Health Center, Kota Kisaran Subdistrict, East Asahan, data on patient visits for 2017. While the samples studied were 97 people.
The results showed partially the variables of reality, reliability, responsiveness, assurance and empathy had a positive and significant effect on patient satisfaction in the Dental Polyclinic of Gambir Baru Community Health Center, Kota Kisaran Subdistrict, Asaha Regency and the most dominant variable was empathy. Simultaneously the variables of manifestation, reliability, responsiveness, assurance, and empathy have an influence on patient satisfaction in the Dental Polyclinic of Gambir Baru Community Health Center.
It is suggested to the Gambir Baru Community Health Center, Kota Kisaran Timur District, Asahan Regency to provide training and workshops related to improving service quality such as customer satisfaction training and commit to make improvements in all dimensions of service quality to improve the satisfaction of patients treated at the Gambir Baru Community Health Center in Kota Kisaran Subdistrict East of Asahan Regency.

Item Type:	Doktoral (Master)
Additional Information:	Keywords : Patient satisfaction, manifestation, reliability, responsiveness, assurance and empathy
Subjects:	Fakultas Kesehatan Masyarakat > Administrasi Kebijakan Kesehatan Fakultas Kesehatan Masyarakat > Layanan Kesehatan Fakultas Kesehatan Masyarakat > Mutu Pelayanan Kesehatan
Divisions:	Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat
Depositing User:	Anneke Nelly Naibaho
Date Deposited:	21 Feb 2020 03:35
Last Modified:	21 Feb 2020 03:35
URI:	http://repository.helvetia.ac.id/id/eprint/1786

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