ANALISIS PENGARUH KUALITAS PELAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN PASIEN DI RSUP DR. WAHIDIN SUDIROHUSODO MAKASSAR TAHUN 2015

Basir, Hernawati (2015) ANALISIS PENGARUH KUALITAS PELAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN PASIEN DI RSUP DR. WAHIDIN SUDIROHUSODO MAKASSAR TAHUN 2015. Tesis thesis, Universitas Setia Budi Surakarta.

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Abstract

One indicator of the quality of health care is patient satisfaction program, but not all parties can provide excellent service to health care. The beginning patients often make complaints to the hospital, complaint form of a bad quality, delays, lack of transparency in administrative matters, and other related service problems. The purpose of this study to analyze the effect of service quality on patient satisfaction and patient complaints handling influence on patient satisfaction. This study used a questionnaire which was distributed directly to outpatient and inpatient care as much as 278 respondents. Sampling in this study with Nonprobabillity Sampling method with purposive sampling technique. Data from respondents of the questionnaire distributed in the form of scores using a Likert scale, and then the data were analyzed using Structural Equation Modelling (SEM) with application software Analysis of Moment Structure (AMOS) along with the data Cartesian diagram. The results showed complaint handling significantly influence patient satisfaction p (<0.05) and quality of service (tangible, reliability, responsiveness, assurance dan empathy) significantly influence patient satisfaction p (<0.05). Keywords: quality of service, the handling of patient complaints, patient satisfaction, SEM.

Item Type: Thesis (Tesis)
Uncontrolled Keywords: quality of service, the handling of patient complaints, patient satisfaction, SEM.
Subjects: H Social Sciences > HV Social pathology. Social and public welfare
Divisions: Fakultas Farmasi > Prodi S2 Farmasi
Depositing User: Tifany Nur Arfiana
Date Deposited: 14 Oct 2019 06:39
Last Modified: 14 Oct 2019 06:39
URI: http://repo.setiabudi.ac.id/id/eprint/2058

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