HUBUNGAN KUALITAS PELAYANAN KESEHATAN DENGAN TINGKAT KEPUASAN PASIEN PELAYANAN PEMERIKSAAN HIV DI PUSKESMAS KEDUNGDORO KOTA SURABAYA

Arinda Agung Katritama, NIM011511133062 (2018) HUBUNGAN KUALITAS PELAYANAN KESEHATAN DENGAN TINGKAT KEPUASAN PASIEN PELAYANAN PEMERIKSAAN HIV DI PUSKESMAS KEDUNGDORO KOTA SURABAYA. Skripsi thesis, Universitas Airlangga.

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Abstract

Background: Service quality of primary healthcare centre especially at HIV testing services must be improved. When the service quality is improved there will be a positive feedback such as patient’s satisfaction. Within the high patient satisfaction rate, People Living with HIV (PLWH) are expected to be more active, productive and also invited friends to check themselves, so the iceberg phenomenon will be revealed and prevention will be easier to control. Objective: To know correlation between service quality and patient satisfaction of HIV testing services patient in Puskesmas Kedungdoro Surabaya. Methode:This research used observational analytic design with purposive sampling method. The total research sample was 189 respondent, assess the questionnaire that consisted of five dimensions of service quality which were tangible, reliability, responsiveness, empathy and assurance, and also three indicators of patient satisfaction which were overall satisfaction, expectation and experience. Result: Among 189 respondents, mostly male with 129 responses or 68.3%, according to age group, mostly from 20-25 years old age group with 88 responses or 46.6% and according to time visit, mostly first visit patient with 162 responses or 85.8%. According to service quality, mostly categorized in a good group with 173 respondents or 91.5%. In patient satisfaction, mostly were categorized in a satisfy group with 157 respondents or 81.5%, There was a positive correlation between service quality and patient satisfaction with p value <0.01 and correlation coefficient 0.632. Conclusion: There is a correlation between every dimension of service quality which are tangible, reliability, responsiveness, empathy and assurance with patient satisfaction of HIV testing services patient in Puskesmas Kedungdoro Surabaya Key Words: Service quality, patient satisfaction, HIV testing services, HIV, PLWH

Item Type: Thesis (Skripsi)
Additional Information: KKA KK FK. PD. 70/18 Kat h
Uncontrolled Keywords: Service quality, patient satisfaction, HIV testing services, HIV, PLWH
Subjects: R Medicine > RC Internal medicine > RC31-1245 Internal medicine
Divisions: 01. Fakultas Kedokteran
Creators:
CreatorsNIM/NIDN
Arinda Agung Katritama, NIM011511133062NIM011511133062
Contributors:
ContributionNameNIDN/NIDK/NUP
ContributorPudji Lestari, Dr., dr. M.Kes.UNSPECIFIED
ContributorMuhammad Vitanata Arfijanto, dr., Sp.PD.KPTI.FINASIM.UNSPECIFIED
Depositing User: sukartini sukartini
Date Deposited: 17 Dec 2018 09:47
Last Modified: 17 Dec 2018 09:47
URI: http://repository.unair.ac.id/id/eprint/76853
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