KANZA, Popy Muthia (2016) PERBEDAAN KEPUASAN PASIEN RAWAT JALAN RSUD SUKOHARJO DENGAN RSUD WONOGIRI BERDASARKAN MUTU PELAYANAN LABORATORIUM KLINIK. Skripsi thesis, Universitas Setia Budi Surakarta.
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Abstract
Hospital has a highly strategic role in making an attempt to accelerate the improvement of society health level. Hence, the service quality of clinical laboratory should be improved and high in order to provide accurate, thorough, proper, reliable and satisfactory laboratory examination results for clients. Satisfaction is the comparison among service quality received and desire, need and expectation. Patients as health service receivers require health service in accordance with their rights, i.e. qualified health services. This research belongs to comparative study carried out at the clinical laboratories of Regional Public Hospital of Sukoharjo and Regional Public Hospital of Wonogiri. Purposive sampling was applied to collect data from outpatients. Data were later analyzed using Maan-Whitney test because they were not normally distributed in Kolmogorov test. The research results indicate that there is not any significant difference in patients’ satisfaction with the significance level of 0.591. There is not any significant difference in reliability dimension with the significance level of 0.316. There is not any significant difference in trustworthiness dimension, with the significance level of 0.507. In line with those, guarantee dimension does not appear to show significant difference, with the significance level of 0.160, and neither does empathy dimension, with the significance level of 0.457. Meanwhile, the physical evidence dimension shows significant difference with significance level of 0.008. Keywords: Patients’ satisfaction, service quality, clinical laboratory.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Patients’ satisfaction, service quality, clinical laboratory. |
| Subjects: | R Medicine > RS Pharmacy and materia medica |
| Divisions: | Fakultas Ilmu Kesehatan > Prodi D4 Analis Kesehatan |
| Depositing User: | Tifany Nur Arfiana |
| Date Deposited: | 10 Oct 2019 08:23 |
| Last Modified: | 10 Oct 2019 08:23 |
| URI: | http://repo.setiabudi.ac.id/id/eprint/1874 |
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