ANALISIS PENGARUH KUALITAS PELAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN PASIEN DI RSUD Dr. M. HAULUSSY AMBON TAHUN 2015

Sariwating, Micie Elsye (2015) ANALISIS PENGARUH KUALITAS PELAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN PASIEN DI RSUD Dr. M. HAULUSSY AMBON TAHUN 2015. Tesis thesis, Universitas Setia Budi Surakarta.

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Abstract

Patient satisfaction becomes a fundamental role on the quality of service and complaint handling patients because with a good level of service quality and complaints handling will quickly give satisfaction to the patient. This study discusses the relationship between service quality, handling of patient complaints and patient satisfaction. The purpose of this study was to analyze the effect of service quality on patient satisfaction and patient complaints handling influence on patient satisfaction. This study using questionnaires distributed directly to outpatients and totally inpatients is 278 respondents. Sampling in this study conducted in the general hospital Dr. M. Haulussy Ambon with taken the sample Non Probabillity Sampling with purposive sampling technique. Data from respondents of the questionnaire distributed distributed scores using Likert scale, and then data was analyzed using Structural Equation Modelling (SEM) with application software Analysis of Moment Structure (AMOS) and Cartesius diagram. The results showed handling of patient complaints significantly influence patients satisfaction (p<0.05) and service quality (tangibles, reliability, responsiveness, assurance and empahty) significantly influence patients satisfaction (p<0.05). Keywords: quality of service, complaint handling, patient satisfaction, SEM, Cartesius diagram.

Item Type: Thesis (Tesis)
Uncontrolled Keywords: quality of service, complaint handling, patient satisfaction, SEM, Cartesius diagram.
Subjects: H Social Sciences > HV Social pathology. Social and public welfare
Divisions: Fakultas Farmasi > Prodi S2 Farmasi
Depositing User: Tifany Nur Arfiana
Date Deposited: 16 Nov 2019 02:12
Last Modified: 16 Nov 2019 02:12
URI: http://repo.setiabudi.ac.id/id/eprint/2082

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