HARAHAP, LISDA SARI (2018) PENGARUH KEANDALAN, KETANGGAPAN DAN SIKAP EMPATI PELAYANAN FARMASI TERHADAP KEPUASAN PASIEN RUMAH SAKIT UMUM DAERAH HAJI ABDUL MANAN SIMATUPANG KISARAN TAHUN 2017. Master thesis, INSTITUT KESEHATAN HELVETIA.
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Abstract
The Quality in service is one of the things that every customer looks for in an offer and marketing. Hospital service providers can improve patient satisfaction through maximizing patients' pleasant experiences or negating unpleasant patient experiences. In the long term, such ties enable service providers to understand patient expectations and their needs. The purpose of this research is to analyze the influence of reliability, responsiveness and empathy attitude of pharmacy service to patient satisfaction of RSUD. HAMS Kisaran Year 2017.
The subjects of this study were patients who used pharmaceutical services and made purchases and / or prescribed at pharmacy / hospital pharmacy units. This study used a sample of 68 people who visited the pharmacy / pharmacy unit of RSUD H. Abdul Manan Simatupang Kisaran in the period between April to September 2017. The theory of customer satisfaction and some research results from Zeithhaml, and Parasuraman associated five-dimensional characteristics of service quality became the basic model used in this study, but did not include assurance and tangible dimensions as a variable.
The results showed that the variables of reliability and empathy have a very significant effect on the satisfaction of pharmacy service patients and the variable responsiveness has a significant relationship to patient satisfaction in the same unit. This research becomes part of the development of customer satisfaction theory and is expected to contribute to the dimensions of quality of health services especially at public hospitals run by local government.
| Item Type: | Doktoral (Master) |
|---|---|
| Additional Information: | Reliability, Responsiveness, Empathy Attitude, Pharmacy Service To Patient Satisfaction |
| Subjects: | Fakultas Kesehatan Masyarakat > Administrasi Rumah Sakit |
| Divisions: | Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat |
| Depositing User: | Lisda Sari Hrp |
| Date Deposited: | 19 Jan 2019 01:54 |
| Last Modified: | 10 Mar 2020 08:36 |
| URI: | http://repository.helvetia.ac.id/id/eprint/784 |
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