A Gap Analysis On The Clinical Laboratory Quality Service On Patient Satisfaction In RSUP dr. Soeradji Tirtonegoro.

Santoso, Erik Probo (2018) A Gap Analysis On The Clinical Laboratory Quality Service On Patient Satisfaction In RSUP dr. Soeradji Tirtonegoro. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

Hospital clinic laboratory is direct service units to patients. Quality of service from the laboratory in line with the level of patient satisfaction. The level of patient satisfaction can be measured by comparing the patient's perception of the quality of service expected by the reality receives. This study aims to determine the level of conformity between perceptions of outpatients clinical laboratories with expectations of outpatients clinical laboratories. This research was conducted by using questionnaires given on 248 patients with sampling technique is purposive sampling in the outpatient clinical laboratory of dr. Soeradji Tirtonegoro Hospital. Data from correlations between Reliability, Assurance, Tangible, Responsiveness and Empathy with patient satisfaction were analyzed by simple linear regression, multiple regression analysis, and Gap analysis. The results showed partially influence on the factors of Assurance, Responsiveness, and Empathy. The five dimensions of the factors influence simultaneously, the percentage of patient satisfaction in the outpatient installation of Reliability factor (91.3%), Assurance (93.1%), Tangible (93.3%), Responsiveness (92.5%), Empathy (90,7%) and average of patient satisfaction (93,1%) which means that patient satisfaction percentage score is very high, so there is a significant difference between the level of service quality received with the expected service quality. The Gap score of the five dimensions in descending order was as follow, Empathy (-0.35), Responsiveness (-0.29), Reliability (-0.27), Assurance (-0.26), and Tangible (-0.25). Keywords: Laboratory Service, Patient Satisfaction, and Gap Analysis

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Laboratory Service, Patient Satisfaction, and Gap Analysis
Subjects:	L Education > L Education (General) R Medicine > R Medicine (General)
Divisions:	Fakultas Ilmu Kesehatan > Prodi D4 Analis Kesehatan
Depositing User:	magdalena kartika ningsih
Date Deposited:	22 Feb 2019 07:48
Last Modified:	22 Feb 2019 07:49
URI:	http://repo.setiabudi.ac.id/id/eprint/123

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