AMALIA, NURUL (2015) ANALISIS KEPUASAN PASIEN RAWAT JALAN TERHADAP KUALITAS PELAYANAN LABORATORIUM PATOLOGI KLINIK DI RSUD. Dr. MOEWARDI. Skripsi thesis, Universitas Setia Budi Surakarta.
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Abstract
Customer satisfaction is one element that is very important for customers to consume a service. Consumer satisfaction is a requirement that must be fulfilled to be able to maintain customer satisfaction among outpatients of the quality of service (Reliability, Tangibles, Asssurance, Responsiveness, Empathy, Accsessibility) perceived and expected clinical pathology laboratory at the Dr. Moewardi Hospital. This study used a survey method, using questionnaire and direct interviews. Total sample 252 respondents. Data were analyzed using the GAP test to determine whether there is a difference between the level of service quality perceived and expected by outpatients and TKR percentage value (Level Conformance average) on five dimensions of service quality. Based on the test results obtained by the research concluded that patients were very satisfied with the quality of services provided by the Laboratory of Clinical Pathology Dr. Moewardi Hospital. The test results show the gap there is a difference between the level of service quality perceived and expected by outpatients. The largest gap value Tangibles dimension with a value gap of 0.726, followed in quick succession by the dimension Assurance -0.664, -0.537 Responsiveness dimension, the dimension and the dimension Empathy -0.534 Realibility with the value gap is - 0.481. At the 5 dimensions of service quality has a value percentages stated there was no difference in satisfaction but TKR value of each dimension and the associated positive and significant influence. Keyword : Outpatient Satisfaction, Service Quality, Clinical Pathology Laboratory Dr. Moewardi Hospital
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Outpatient Satisfaction, Service Quality, Clinical Pathology Laboratory Dr. Moewardi Hospital |
| Subjects: | H Social Sciences > HV Social pathology. Social and public welfare |
| Divisions: | Fakultas Ilmu Kesehatan > Prodi D4 Analis Kesehatan |
| Depositing User: | Tifany Nur Arfiana |
| Date Deposited: | 10 Oct 2019 07:52 |
| Last Modified: | 10 Oct 2019 07:52 |
| URI: | http://repo.setiabudi.ac.id/id/eprint/1802 |
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