EVALUASI KEPUASAN PASIEN RAWAT JALAN DI INSTALASI FARMASI RSU PERMATA BLORA PERIODE MARET 2017

PUTRI, DESY ANGGRAENI (2017) EVALUASI KEPUASAN PASIEN RAWAT JALAN DI INSTALASI FARMASI RSU PERMATA BLORA PERIODE MARET 2017. Karya Tulis Ilmiah thesis, Universitas Setia Budi Surakarta.

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Abstract

The health care system in Indonesia has the potential to cause the difference between consumer expectations. Patient satisfaction is fundamental to successfully winning the competition in the level of intense market competition. The purpose of this research it to know the level of outpatient satisfaction seeen from tangibles, responsiveness, assurance, empaty and reliability dimention. This research is a quantitative descriptive research supported by research instrument in the form of questionnaire. The population in this study were all outpatients who took the drug at IFRS Permata Blora Hospital in March 2017. The sample used in this study was 100 respondents, the sampling technique was determined by Purposive Sampling. The result of this research is Likert Scale. The results of the questionnaires tested with validity and reliability showed valid and reliable results. The average percentage of service component of Reliability dimension was 99.44%, Responsiveness 94.53%, Assurance 97.94%, Emphaty 98.46%, and Tangibles 99.44%. These five dimensions jointly give influence to patient satisfaction of Permata Blora Public Hospital. Although the quality of service provided by Permata Blora Public Hospital has not fully fulfilled the patient's expectation but the service is still quite satisfactory. Keywords: Satisfaction, service quality, expectation and perception, Permata Blora Public Hospital

Item Type: Thesis (Karya Tulis Ilmiah)
Uncontrolled Keywords: Satisfaction, service quality, expectation and perception, Permata Blora Public Hospital
Subjects: R Medicine > R Medicine (General)
Divisions: Fakultas Farmasi > Prodi D3 Farmasi
Depositing User: Rohma Tri Wardani
Date Deposited: 23 Feb 2019 02:52
Last Modified: 23 Feb 2019 02:52
URI: http://repo.setiabudi.ac.id/id/eprint/574

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