PENGARUH KUALITAS PELAYANAN PERAWAT TERHADAP KEPUASAN PASIEN DI RUANG RAWAT INAP RSUD DR.PIRNGADI MEDAN

Manurung, Pity Zipora (2019) PENGARUH KUALITAS PELAYANAN PERAWAT TERHADAP KEPUASAN PASIEN DI RUANG RAWAT INAP RSUD DR.PIRNGADI MEDAN. Master thesis, Institut Kesehatan Helvetia.

Text PITY ZIPORA MANURUNG, 1702011182.pdf Download (3MB)

Abstract

Based on preliminary surveys conducted at the Regional General Hospital Dr. Pirngadi Kota Medan is known that in 2018 the number of bed use is 50% while in 2019 it will decrease by 40%. The purpose of this study was to analyze the influence of nurse service quality on patient satisfaction in the inpatient room at Dr. Pirngadi Hospital Medan.
This type of research is an analytic survey with cross sectional study design. This research was conducted at the Regional General Hospital Dr. Pirngadi, Medan City from October to November 2019. The population in this study was all patients who were hospitalized in October as many as 322 patients. The sample in this study was determined by purposive sampling of 51 patients. Data were analyzed with chi square and logistics
Based on the results of the study note that the majority of respondents aged 46-55 years as many as 13 (25.49%) respondents, female sex as many as 35 (68.63%) respondents, are high school graduates as many as 19 (37.25%) respondent. Bivariate results show that there is an influence between nurse reliability (p = 0.025), nurse certainty (p = 0.001), nurse appearance (p = 0.015), nurse empathy (p = 0.019), nurse responsiveness (p = 0,000) and the most variable influences patient satisfaction in the inpatient room of RS.Pirngadi Hospital, Medan, namely Responsiveness (p = 0,000).
The conclusions in this study, namely there are 5 factors that affect patient satisfaction in the inpatient room of RSUD Dr. Pirngadi Medan namely reliability, certainty, appearance, empathy, responsiveness. Therefore it is suggested to hospitals to maintain patient satisfaction by improving the quality of services and complementing the infrastructure which is still lacking so that patient satisfaction is fulfilled and patients become loyal.

Item Type:	Doktoral (Master)
Uncontrolled Keywords:	Reliability, Certainty, Appearance, Empathy, Responsiveness, Patient Satisfaction
Subjects:	Fakultas Kesehatan Masyarakat > Kepuasan Pasien Fakultas Kesehatan Masyarakat > Manajemen Rumah Sakit
Divisions:	Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat
Depositing User:	Pity Zipora Manurung
Date Deposited:	23 Jun 2020 03:20
Last Modified:	23 Jun 2020 03:20
URI:	http://repository.helvetia.ac.id/id/eprint/2812

Actions (login required)

View Item