ANALISIS PENGARUH KUALITAS PELAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN PASIEN DI RSUD DR. MOEWARDI SURAKARTA TAHUN 2015

Utami, Evi Fatmi (2016) ANALISIS PENGARUH KUALITAS PELAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN PASIEN DI RSUD DR. MOEWARDI SURAKARTA TAHUN 2015. Tesis thesis, Universitas Setia Budi Surakarta.

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Abstract

The ability of hospitals to fulfill patients needs can be measured from the level of patient satisfaction. In general, patients who are dissatisfied will submit a complaint to the hospital. Complaints are not treated immediately will result in reduced patient satisfaction with health care capabilities at the hospital. This study discusses the relationship between service quality, the handling of patient complaints and patient satisfaction. The purpose of this study was to analyze the effect of service quality on patient satisfaction and patient complaints handling influence on patient satisfaction. This study used a questionnaire which was distributed directly to outpatient and inpatient care as much as 180 respondents. Sampling in this study with Nonprobabillity Sampling method with purposive sampling technique. Data from respondents of the questionnaire distributed in the form of scores using a Likert scale. Data analysis technique used is multiple linear regression analysis to determine the influence of the variable quality of services and complaints handling to the satisfaction of outpatients at Moewardi’s Hospital. The analysis showed that the variable quality of service and complaints handling have a significant positive effect on customer satisfaction variables, both individually and together. The amount of Adjusted R Square is 0.398. This means that 39.8% variation in customer satisfaction can be explained by the three independent variables of service quality and complaints handling. While the rest can be explained by other variables outside of the study Keywords: quality of service, the handling of patient complaints, patient satisfaction, linear regression.

Item Type: Thesis (Tesis)
Uncontrolled Keywords: quality of service, the handling of patient complaints, patient satisfaction, linear regression.
Subjects: R Medicine > RA Public aspects of medicine
Divisions: Fakultas Farmasi > Prodi S2 Farmasi
Depositing User: Tifany Nur Arfiana
Date Deposited: 20 Nov 2019 04:36
Last Modified: 20 Nov 2019 04:36
URI: http://repository.setiabudi.ac.id/id/eprint/2116

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