ANNII ROHMATUL UMMAH, 101211123100 (2014) ANALISIS MUTU PELAYANAN KESEHATAN BERDASARKAN DIMENSI DABHOLKAR DI PAVILIUN MINA RUMAH SAKIT SITI KHODIJAH SEPANJANG. Skripsi thesis, UNIVERSITAS AIRLANGGA.

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Abstract

The Assessment of inpatient service quality was important to improve the patient satisfaction. Based on BOR during 2010-2013 in Mina Pavilion Siti Khodijah Hospital Sepanjang declined from 58,4% to 35,5%. This study aimed to analyze the service quality according to the dimensions of Dabholkar concept. This study was a analitic study with cross sectional approach. The subject of this research were 57 inpatient in Mina Pavilion Siti Khodijah Hospital Sepanjang. Sampling was selected by sistematic random sampling. The variables of this research were quality of physical, reliability, personal interaction, problem solving and policy aspect. Study result by using 2x2 matrix position showed that the variables in Quadrant I (high assessment and low satisfaction) was the arrangement of interior tidiness. In Quadrant II (high assessment and high satisfaction) were the cleanliness, lighting, presence, ability to motivate physicians, physician empathy, empathy of nurses, doctors and nurses courtesy , and responsiveness doctor. And in Quadrant IV (low assessmentand and low satisfaction) were the coolness space, precision doctor visit, the nurse's ability to develop confidence recovered (motivate), the ability of physicians to treat patients, the ability of nurses to handle the patients, responsiveness of nurses and visiting hours schedule. The conclusion that strategic issue of service quality were the coolness space, precision doctor visit, the nurse's ability to develop confidence recovered (motivate), the ability of physicians to treat patients, the ability of nurses to handle the patients, responsiveness of nurses, visiting hours schedule and arrangement of interior tidiness. As input, the hospital should tidy up the room, increasing the number of fans, improving communication between physicians and nurses about an hour doctor visit, held training service excellence, increase visiting hours policy.

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