ANALISIS PENGARUH KUALITAS PELAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN PASIEN DI RSU ANUTAPURA TAHUN 2015

IMELDA, Imelda (2015) ANALISIS PENGARUH KUALITAS PELAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN PASIEN DI RSU ANUTAPURA TAHUN 2015. Tesis thesis, Universitas Setia Budi Surakarta.

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Abstract

Quality of service is the level of excellence to meet the customer, if the service received or perceived as expected, then the quality of service perceived as satisfactory quality. However, if the service received or perceived not as expected, then the perceived poor quality of service.The purpose of this study was to connect the dimensions of service quality and complaint handling satisfaction of inpatients and outpatients in RSU Anutapura Palu. In this study is intended to evaluate the associative relationship between two or more variables. The number of samples taken as many as 200 outpatient and inpatient. Data obtained in this research is quantitative collected by purposive sampling using research tools such as questionnaires. Data were analyzed using SPSS for Windows version 17, and Multiple Regression Analysis. The results of the study can be concluded that the service quality dimensions (Tangible, Reliability, Responsiveness, Assurance, and Emphaty) significantly affects patients satisfaction with the significant value of p<0.05, complain handling significant effect on patients satisfaction with the significant value 0.000, and the dimensions of service quality and complain handling have significant influence jointly on patient’s satisfaction with the significant value of p<0.05. Keywords : dimensions of service quality, complain handling, patient satisfaction, RSU Anutapura Palu.

Item Type: Thesis (Tesis)
Uncontrolled Keywords: dimensions of service quality, complain handling, patient satisfaction, RSU Anutapura Palu.
Subjects: R Medicine > RA Public aspects of medicine
Divisions: Fakultas Farmasi > Prodi S2 Farmasi
Depositing User: Tifany Nur Arfiana
Date Deposited: 20 Nov 2019 04:37
Last Modified: 20 Nov 2019 04:37
URI: http://repository.setiabudi.ac.id/id/eprint/2121

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