FAKTOR YANG MEMPENGARUHI KEPUASAN PASIEN DI INSTALASI RAWAT JALAN RS. BHAYANGKARA TINGKAT II H.S. SAMSOERI MERTOJOSO SURABAYA

AMEILIA KURNIA SARI, 101211123027 (2015) FAKTOR YANG MEMPENGARUHI KEPUASAN PASIEN DI INSTALASI RAWAT JALAN RS. BHAYANGKARA TINGKAT II H.S. SAMSOERI MERTOJOSO SURABAYA. Skripsi thesis, UNIVERSITAS AIRLANGGA.

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Abstract

Dimensi mutu pelayanan jasa menurut (Sower,2006) adalah hormat dan perhatian (respect and caring), efektifitas dan berkelanjutan, kewajaran pelayanan (appropriate), informasi, efisiensi, makanan, kesan pertama, staff diversity. Penelitian ini dilatarbelakangi oleh adanya penurunan kunjungan pada 9 poli (poli jantung, paru, obsgyn, jiwa, bedah orthopedi, syaraf, rehab medik, penyakit dalan dan akupuntur) dengan jumlah rata-rata -8,89%. Tujuan penelitian ini adalah menganalisis pengaruh penilaian pasien tentang faktor RS terhadap kepuasan di Instalasi Rawat Jalan RS Bhayangkara tingkat II H.S Samsoeri Mertojoso Surabaya. Jenis penelitian ini adalah deskriptif dengan pendekatan cross sectional. Sampel sebesar 134 responden. Pengambilan sampel secara stratified random sampling dengan tehnik pengumpulan data melalui penyebaran kuesioner dengan uji statistik menggunakan regresi linier. Hasil menunjukkan bahwa variabel yang berpengaruh terhadap kepuasan pasien adalah ketrampilan, sikap, perilaku, dan daya tanggap/respon, serta waktu tunggu. Saran untuk RS Bhayangkara tingkat II H.S Samsoeri Mertojoso Surabaya meningkatkan sikap dan perilaku petugas dalam pelayanan di instalasi rawat jalan. Translation: Dimensions of service quality according to (Sower, 2006) is the respect and caring, effectiveness and sustainability, fairness of service (appropriate), information, efficiency, food, first-time impressions and staff diversity. This study was motivated by a decrease of visits in 9 departments (heart department, lung department, obstetrics and gynaecology department, psyche department, orthopedic surgery department, neurosurgery department, medical rehabilitation department, inner disease and acupuncture department) with average number of - 8.89%. The purpose of this study was to analyze the effect of patients’ assessment concerning to hospital factors towards their satisfaction in Outpatient Installation, HS Samsoeri Mertojoso Bhayangkara Hospital in Surabaya. This study was a descriptive study with cross-sectional approach. The sample was 134 respondents, and was taken using stratified random sampling technique, and collecting data was conducted through questionnaires with linear regression used for statistical test. The results showed that variables that influenced patient satisfaction were skills, attitudes, behavior, and responsiveness, as well as waiting time. Its advised that HS Samsoeri Mertojoso Bhayangkara Hospital in Surabaya to improve its attitudes and behaviors during service in outpatient installation.

Item Type: Thesis (Skripsi)
Additional Information: KKC KK FKM 27-15 Sar f
Uncontrolled Keywords: JOB SATISFACTION
Subjects: K Law > K Law (General) > K1-7720 Law in general. Comparative and uniform law. Jurisprudence > K(520)-5582 Comparative law. International uniform law > K3566-3578 Public health
Divisions: 10. Fakultas Kesehatan Masyarakat
Creators:
CreatorsNIM/NIDN
AMEILIA KURNIA SARI, 101211123027UNSPECIFIED
Contributors:
ContributionNameNIDN/NIDK/NUP
ContributorRatna Dwi Wulandari,, S.KM., M.Kes.UNSPECIFIED
Depositing User: Unnamed user with email nafisa@lib.unair.ac.id
Date Deposited: 28 May 2015 12:00
Last Modified: 05 Jul 2017 18:21
URI: http://repository.unair.ac.id/id/eprint/23885
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