PENGARUH DIMENSI KUALITAS PELAYANAN LABORATORIUM TERHADAP KEPUASAN PASIEN RAWAT INAP KELAS III BANGSALMELATIDI RUMAH SAKIT UMUM DAERAH Dr. MOEWARDI

WUNGA, YUSTINA LALI (2014) PENGARUH DIMENSI KUALITAS PELAYANAN LABORATORIUM TERHADAP KEPUASAN PASIEN RAWAT INAP KELAS III BANGSALMELATIDI RUMAH SAKIT UMUM DAERAH Dr. MOEWARDI. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

Service quality is one of the factors that can affect patient satisfaction, patient satisfaction which is considered achieved if performance or services obtained appropriate with the expectations of the patient. The purpose of this study was to determine the effect of service quality dimensions (Reliability, Tangibles, Responsiveness, Assurance, Empathy and Accessibility) to the level of patient satisfaction either partially or simultaneously and measure how much the dimensions of service quality influence on satisfaction of inpatients in the third class of Hospital Dr. Moewardi Surakarta. This research used a survey method, with purposive sampling technique. The samples used were as many as 142 patients from the inpatient population in the third class of Hospital Dr. Moewardi Surakarta. The data gathering technique was taken by using questionnaires. The data obtained were analyzed using SPSS computing software. Data analysis was done by descriptive test, validity and reliability test, normality test, correlation coefficient test and significance, simple linear regression test, multiple linear regression test, coefficient determination test and classical assumption. Based on statistical data analysis, the indicators in this research are valid, the variables are reliable, and the data were normally distributed. Based on t test results on multiple linear regression, partial dimensions of service quality of Reliability, Empathy and Assurance has positive and significant impact, while Tangibles, Responsiveness and Accessibility has no effect on inpatients satisfaction in the third class of Hospital Dr. Moewardi. Furthermore, F test on multiple linear regression test showed simultaneously the dimensions of service quality (Reliability, Tangibles, Responsiveness, Assurance, Empathy and Accessibility) has positive and significant impact on inpatients satisfaction in the third class of Hospitals Dr. Moewardi. The percentage level of inpatients satisfaction in the third class of Hospitals Dr. Moewardi that can be given through the service quality is 35.5%. Keywords: service quality, service quality dimensions, patient satisfaction xvi

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	service quality, service quality dimensions, patient satisfaction xvi
Subjects:	B Philosophy. Psychology. Religion > B Philosophy (General) L Education > L Education (General) R Medicine > R Medicine (General)
Divisions:	Fakultas Ilmu Kesehatan > Prodi D4 Analis Kesehatan
Depositing User:	magdalena kartika ningsih
Date Deposited:	21 Feb 2020 03:30
Last Modified:	21 Feb 2020 03:30
URI:	http://repo.setiabudi.ac.id/id/eprint/2698

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