PENGARUH KUALITAS PELAYANAN DAN FASILITAS KESEHATAN LABORATORIUM TERHADAP KEPUASAN PASIEN RAWAT JALAN DI RSUD Dr. MOEWARDI SURAKARTA

PRANOTO, HOSEA PUSPITASARI (2014) PENGARUH KUALITAS PELAYANAN DAN FASILITAS KESEHATAN LABORATORIUM TERHADAP KEPUASAN PASIEN RAWAT JALAN DI RSUD Dr. MOEWARDI SURAKARTA. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

Patient satisfaction is a condition in which the patient’s want, expectation, and need had been met. A service is considered as satisfactory when it can meet its customers’ need and expectation. Service quality and facility are closely related to the patient’s satisfaction. This research aimed to examine whether or not the laboratory’s service quality and health facilities affected the inpatient’s satisfaction in Surakarta Dr. Moewardi Local General Hospital. This study employed a survey method by distributing questionnaire to the respondents. The data of research was processed using SPSS 17 program. The data was processed with simple and multiple linear regression analyses. The result of research showed that service quality of health analyst personnel (reliability, responsiveness, assurance and tangibles) affected partially, while tangibles and facility variables did not affect the patient satisfaction. The result of F-test showed that this research model was feasible to use because the result of F-test equals to 79.658 at significance level (p-value) = 0.000 meaning far less than (<) 0.05 indicating that the interaction between the six variables (reliability, responsiveness, assurance, empathy, tangibles and facilities) affected simultaneously the patient satisfaction. The result of determination test was effective in which 64.90% of reliability, responsiveness, assurance, empathy, tangibles, and facility could explain the patient satisfaction variable. Keywords: Service Quality, Laboratory’s Health Facility, Satisfaction

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Service Quality, Laboratory’s Health Facility, Satisfaction
Subjects:	B Philosophy. Psychology. Religion > B Philosophy (General) R Medicine > R Medicine (General)
Divisions:	Fakultas Ilmu Kesehatan > Prodi D4 Analis Kesehatan
Depositing User:	magdalena kartika ningsih
Date Deposited:	21 Feb 2020 03:22
Last Modified:	21 Feb 2020 03:22
URI:	http://repo.setiabudi.ac.id/id/eprint/2638

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