FADHILA, RAHMI (2018) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAAN PASIEN RAWAT JALAN POLI OBSTETRI DAN GINEKOLOGI DI RSUD DR. RASIDIN TAHUN 2017. Master thesis, INSTITUT KESEHATAN HELVETIA.
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Abstract
The hospital has a function in the provision of medical services and health recovery in accordance with hospital service standards. The quality of a hospital's service is the end product of complex interactions and dependencies between the various components or aspects of management that converge as a system. Hospitals must maintain the quality of service in order to survive and still be able to trust from customers. Poor health service has long been recognized by the patient, this resulted in losses for the hospital and for patients. In the survey, not all patients who were disappointed with the hospital services, were happy to express their complaints, especially the problem of timeliness of service.
This research used Cross Sectional Study approach which is intended to analyze the effect of service quality on the satisfaction of outpatient patients in obstetrics and gynecology in dr.Rasidin general hospital in Padang. The population of this study were all outpatients of poly obstetrics and gynecology in dr.Rasidin hospital in Padang were 628 patients. The sample of this research were 86 respondents.
The result of research from whole variable, that was service condition had value 0,047 < 0,05 meaning service condition variable (X1) had significant influence to patient satisfaction and service response variable have value 0,021 < 0,05 meaning service response variable (X2) had influence which was significant to patient satisfaction. The variable that had the greatest influence on patient satisfaction was the service response variable, which had the highest Exp (B) value of 3.267, which means the service response is more at risk of patient dissatisfaction amounted 3 times compared with the patient who said satisfied.
From the results of research in hospital of dr. Rasidin in Padang can be concluded that there was the influence of independent variables with dependent variable, namely the influence of quality of service to patient satisfaction. As inputs and information to the hospital to further enhance and maintain satisfactory quality of service, especially in terms of service circumstances and service responses that can lead to a good perception for patient satisfaction in the treatment.
| Item Type: | Doktoral (Master) |
|---|---|
| Additional Information: | Service Quality, inpatient Satisfaction, Poly Obstretics |
| Subjects: | Fakultas Kesehatan Masyarakat > Administrasi Rumah Sakit |
| Divisions: | Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat |
| Depositing User: | Rahmi Fadhila |
| Date Deposited: | 29 Jan 2019 04:38 |
| Last Modified: | 11 Mar 2020 07:22 |
| URI: | http://repository.helvetia.ac.id/id/eprint/504 |
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