Suryaningsih, Novita (2018) ANALISIS Gap PENGARUH MUTU PELAYANAN LABORATORIUM KLINIK TERHADAP KEPUASAN PASIEN DI RSUD Dr. MOEWARDI. Skripsi thesis, Universitas Setia Budi Surakarta.
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Abstract
Clinic Laboratory is a Laboratory which has management, facilities, equitment and exellence technology in giving quality service and realiable, assurance of certainly, physical evidence, concern and responsiveness. This research is purposed to know the service quality degree toward patient satisfaction between perseption or expectation of patient in Clinic Laboratory of RSUD Dr. Moewardi. This research was done using questionnaire given to 327 patients with taking sample by using purposive sampling. Correlation date between independent variable (reliability, assurance, tangibles, empathy, responsiveness) and dependent variable (patient satification) analyzed by simple linier regression analysis, multiple linier regression analysis, and gap analysis. The result of this research shows that the service quality in clinic laboratory with assurance of certainly and partial responsiveness dimension influences, on the other hand, reliability, tangibles, and empathy do not influence. Simultaneously it influences toward patient satisfaction. Percentage of patient satisfaction shows all the score of satisfaction is very high. It means that the percentage of patient satisfaction is high. There is significant difference between reliability, tangibles, empathy, responsiveness and patient satisfaction, otherwise the assurance of certainly shows that there is no difference between the service received and the quality of service on Clinic Laboratory expected by the patient. The gap sequence of values used as follows: responsiveness of -0.19; tangiblesof 0.14; empathy of0.09; reliability of -0.08; and that's a assurance of -0.00. Keywords: Clinic Laboratory, Gap, Patient Satisfaction, Service Quality Of Laboratory.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Clinic Laboratory, Gap, Patient Satisfaction, Service Quality Of Laboratory. |
| Subjects: | R Medicine > R Medicine (General) |
| Divisions: | Fakultas Ilmu Kesehatan > Prodi D3 Analis Kesehatan |
| Depositing User: | B Supri Yadi |
| Date Deposited: | 25 Feb 2019 03:18 |
| Last Modified: | 25 Feb 2019 03:18 |
| URI: | http://repo.setiabudi.ac.id/id/eprint/1072 |
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