ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT JALAN DI LABORATORIUM KLINIK RUMAH SAKIT KASIH IBU SURAKARTA

Tyas, Titah Primaning (2019) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT JALAN DI LABORATORIUM KLINIK RUMAH SAKIT KASIH IBU SURAKARTA. Skripsi thesis, Universitas Setia Budi.

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Abstract

Service quality is one of the factors that influence patient satisfaction where desire and patient needs must be fulfilled which can be seen from the dimensions of reliability, physical evidence, responsiveness, assurance, and empathy. This study aims to determine whether the quality of clinical laboratory services has an effect on outpatient satisfaction at the Kasih Ibu Surakarta Hospital. This study uses a survey method, using a purposive sampling technique in the form of a questionnaire given to 193 outpatients at the Kasih Ibu Surakarta Hospital. The results showed that the dimensions of assurance and empathy had a partial effect on outpatient satisfaction at the Kasih Ibu Surakarta Hospital, while reliability, responsiveness, physical evidence did not have a partial effect. Simultaneously from the dimensions of reliability, physical evidence, responsiveness, assurance, empathy has an influence on outpatient satisfaction at the Clinical Laboratory of the Kasih Ibu Hospital in the amount of 45.50%. Keywords: Service quality, Patient satisfaction.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Service quality, Patient satisfaction.
Subjects:	R Medicine > RA Public aspects of medicine
Divisions:	Fakultas Ilmu Kesehatan > Prodi D4 Analis Kesehatan
Depositing User:	Tifany Nur Arfiana
Date Deposited:	14 Oct 2019 06:57
Last Modified:	14 Oct 2019 06:57
URI:	http://repo.setiabudi.ac.id/id/eprint/3383

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