DETERMINAN KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT UMUM DAERAH DATU BERU TAKENGON TAHUN 2021

GUNARI, HUSNU (2022) DETERMINAN KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT UMUM DAERAH DATU BERU TAKENGON TAHUN 2021. Master thesis, INSTITUT KESEHATAN HELVETIA.

Text TESIS HUSNU GUNARI 1902011105.pdf Download (2MB)

Abstract

The concept of satisfaction is the feeling of meeting human needs and expectations. Lupiyoadi and Hamdani (2006) believe that satisfaction is one of the main factors in efforts to retain existing customers or attract new customers. The determining factor for the level of customer or consumer satisfaction is also influenced by the characteristics of these consumers which are the characteristics of a person or the uniqueness of someone who distinguish one person from another. This study aims to analyze the determinants of inpatient satisfaction at Datu Beru Takengon General Hospital.
This research is a quantitative research with a cross-sectional study design, namely a measurement of the dependent variable and independent variables (age, class of treatment and length of treatment) with the dependent variable (physical appearance, reliability, responsiveness, assurance and empathy (SERVQUAL) and using the survey method .
From the research results, the most dominant factor that influences patient satisfaction is the variable that has the most significant relationship, namely guarantee with Exp (B) 25.263. Where doctors/nurses who have good assurance/trust are likely to be 25 times greater in patient satisfaction. Where assurance is the knowledge, courtesy and ability of the company's employees to foster customer trust in the company, including the knowledge, ability, courtesy and trustworthiness of the staff.
The conclusion in this study can be concluded that assurance is a more dominant variable than the others in the occurrence of patient satisfaction in the inpatient unit. In an effort to increase patient satisfaction, it is suggested that there is a need for support from the management of the Datu Beru Takengon General Hospital and strive to increase patient confidence in better services.

Item Type:	Doktoral (Master)
Uncontrolled Keywords:	Patient Satisfaction, Service Quality, Hospitalization
Subjects:	Fakultas Kesehatan Masyarakat > Manajemen Rumah Sakit Fakultas Kesehatan Masyarakat > Kesehatan Masyarakat
Divisions:	Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat
Depositing User:	Husnu - Gunari
Date Deposited:	28 Aug 2023 04:23
Last Modified:	28 Aug 2023 04:23
URI:	http://repository.helvetia.ac.id/id/eprint/5426

Actions (login required)

View Item