Edi Arto (2009) Pengaruh Penerapan Layanan Lima S (Senyum, Salam, Sapa, Semangat Dan Sepenuh Hati) Terhadap Tingkat Kepuasan Pasien Di RSUD Dr. R Sosodoro Djatikoesoemo Bojonegoro. Skripsi thesis, UNIVERSITAS AIRLANGGA.

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Abstract

Patient satisfactions are happiness or sadness which is felt after compare between perception about health service with their expectations. Patient satisfactions are subjective which influenced by past experience, education, emotional, and patient environment. This study was aimed to analyzed the influenced of "Lima S" applications on patient satisfactions level. Design used in this research is quassy-experimental (Pre-Post) design. The sampling methode is purposive sampling with total samples 28 respondents devided 14 respondents as control group and 14 respondets as treatment group. The independent variable is "Lima S" service (Senyum, Salam, Sapa, Semangat, Sepenuh Hati), and the dependent variable is patient satisfactions. Data collected by quetioner form. The data analyzed by Wilcoxson Signed Rank test and Mann-Whitney, in degree of significancy p < 0.05. The statistical test result shows the "Lima S" application didn't significancy on the patient satisfactions level in responsiveness dimention (p = 0,093%), assurance dimention (p = 0,051%), tangibles dimention (p = 0,113%), but has significant influence on the level of patient satisfactions in emphaty dimention (p = 0,003%) and reliabillity dimention (p = 0,009%). This study explain about patient subjectivities on the patient satisfactions level, wish the result of this study always be grow up to improve the healthy service. Further research should emphasize on "Lima S" application in all hospital wards to increase patient satisfactions.

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