PEMBENTUKAN KEPUASAN PASIEN RAWAT JALAN MELALUI PERAN DIMENSI LAYANAN KESEHATAN YANG DI MODERASI TINGKAT PENDIDIKAN DI LABORATORIUM KLINIK RSUD Dr. MOEWARDI

NUGROHO, Monica Risti (2015) PEMBENTUKAN KEPUASAN PASIEN RAWAT JALAN MELALUI PERAN DIMENSI LAYANAN KESEHATAN YANG DI MODERASI TINGKAT PENDIDIKAN DI LABORATORIUM KLINIK RSUD Dr. MOEWARDI. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

Customer satisfaction is an important study in the study of organizational development. Therefore, this study was aimed to determine the formation rate of satisfaction as perceived by the patient through health-care-dimensional with education level as moderating pattern. This study was conducted in outpatient and the customer of clinical laboratory services at RSUD Dr. Moewardi Surakarta. This study is considered as a quantitative survey method by giving questionnaires to the respondents. This object of this research is out patient and customer of clinical laboratory service at RSUD Dr. Moewardi Surakarta. The sampling technique used in this research is purposive sampling. The number of samples in this study is 241 people. Simple linear regression analysis was performed with SPSS 17, 0. The results showed that the qualities of service which consists of tangibles, realibility, responsiveness, assurance, and empathy, only tangibles, assurance, responsivenesss, and empathy that possess significant influence on patient satisfaction. Moderation of education level has a negative influence on the formation of patient satisfaction toward the service dimension of responsiveness and empathy, but has a positive effect on tangibles, realibility, and assurance. Keywords: Quality of Service, Patient Satisfaction, Level of Education

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: Quality of Service, Patient Satisfaction, Level of Education
Subjects: R Medicine > R Medicine (General)
Divisions: Fakultas Ilmu Kesehatan > Prodi D4 Analis Kesehatan
Depositing User: Tifany Nur Arfiana
Date Deposited: 10 Oct 2019 07:51
Last Modified: 10 Oct 2019 07:51
URI: http://repo.setiabudi.ac.id/id/eprint/1792

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