Hanggraningrum, Maya Dewi (2017) Pengaruh Kualitas Layanan Terhadap Kepuasan Pasien Rawat Jalan Rsud Dr. Soegiri Lamongan. Magister thesis, Universitas Brawijaya.
Abstract
Persaingan yang semakin ketat menuntut rumah sakit untuk memberikan pelayanan yang terbaik dan berkualitas. Pelayanan berkualitas akan membentuk kepuasan kepada pasien. Penelitian ini bertujuan mengetahui pengaruh kualitas layanan terhadap kepuasan pasien rawat jalan di RSUD Dr. Soegiri Lamongan secara simultan dan parsial. Penelitian ini merupakan penelitian kuantitatif dengan pendekatan cross sectional, memiliki responden pasien rawat jalan yang berkunjung ulang sebanyak 235 orang. Instrumen menggunakan kuesioner dengan variabel independen tangibles, responsiveness, reliability, assurance, emphaty dan variabel dependen kepuasan. Data dianalisis menggunakan regresi linier berganda. Hasil penelitian ini menunjukkan kualitas layanan memiliki pengaruh secara bersama-sama dan sebagian terhadap kepuasan pasien rawat jalan RSUD Dr. Soegiri Lamongan.
English Abstract
An increased fierce competition requires hospitals to provide the best service and quality. Quality service will give patients’ satisfaction. This study aimed to determine the effect of service quality on outpatients’ satisfaction in RSUD Dr. Soegiri Lamongan simultaneously and partially. This research was a quantitative research with cross sectional approach with 235 subjects. The instruments used questionnaires with independent variables consist of tangibles, responsiveness, reliability, assurance, empathy and dependent variable was outpatients’ satisfaction. Data were analyzed using multiple linear regression. The results of this study indicate the quality of service has a joint and partial effect on the outpatients’ satisfaction of RSUD Dr. Soegiri Lamongan.
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | TES/362.11/HAN/p/2017/041707596 |
| Uncontrolled Keywords: | HOSPITAL - QUALITY CONTROL, PATIENT - SATISFACTION, HOSPITALS - OUTPATIENT SERVICES |
| Subjects: | 300 Social sciences > 362 Social problems of and services to groups of people > 362.1 People with physical illnesses > 362.11 Hospitals and related institutions |
| Divisions: | S2/S3 > Magister Manajemen Rumah Sakit, Fakultas Kedokteran |
| Depositing User: | Nur Cholis |
| Date Deposited: | 30 Aug 2017 03:07 |
| Last Modified: | 22 Oct 2020 04:50 |
| URI: | http://repository.ub.ac.id/id/eprint/1884 |
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