ANALISIS FAKTOR – FAKTOR YANG MEMPENGARUHI KEPUASAN DAN LOYALITAS PASIEN TERHADAP ALUR PELAYANAN RAWAT JALAN DI RSUD ABUNAWAS KOTA KENDARI

TANDIBURA, NIRMAH (2013) ANALISIS FAKTOR – FAKTOR YANG MEMPENGARUHI KEPUASAN DAN LOYALITAS PASIEN TERHADAP ALUR PELAYANAN RAWAT JALAN DI RSUD ABUNAWAS KOTA KENDARI. Karya Tulis Ilmiah thesis, universitas setia budi.

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01. INTISARI.pdf

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02. HALAMAN JUDUL - BAB I.pdf

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03. BAB II.pdf
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BAB VI - LAMPIRAN.pdf

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Abstract

The measurement of satisfaction and loyalty of patients is one way to obtain information that essentials to hospital to help the management on decision making, performance monitoring, and effectiveness of resources allocation. The aim of this study are to know the level of satisfaction and loyalty of patients at RSUD Abunawas Kendari; to examine the factors that significantly influence the satisfaction and loyalty of patients; and to examine the level of satisfaction on each unit of outpatient service line at RSUD Abunawas Kendari based on the Interpretation of Satisfaction Index. The design of experiment that used on this study using surveys, the results of the surveys than analyze using pathway analysis. The data then analyze to know the influence of servqual dimension on the satisfaction and loyalty of respondents. To know the satisfaction level at each service units satisfaction interpretation index use to detect and find the service unit that has the highest level of satisfaction. The results of this study showed that the level of satisfaction determine significantly influenced by five dimension of servqual such as tangible, reliability, responsiveness, assurance, and empathy. The loyalty of patients are significantly influence by the level of satisfaction of patients as intervening variable, and could be explain as the higher the satisfaction level, the loyalty of patients is higher too. According to the satisfaction interpretation index, the highest level of satisfaction at RSUD Abunawas Kendari achieved by pharmacy service unit and the lowest level of satisfaction is laboratory unit. Keyword: Servqual, Satisfaction, Loyalty, Outpatient Service at Hospital

Item Type: Thesis (Karya Tulis Ilmiah)
Additional Information: Dr. Satibi, M.Si., Apt
Uncontrolled Keywords: Servqual, Satisfaction, Loyalty, Outpatient Service at Hospital
Subjects: R Medicine > RS Pharmacy and materia medica
Divisions: Fakultas Farmasi > Prodi S2 Farmasi
Depositing User: Mrs NOVI HANDAYANI
Date Deposited: 11 Oct 2019 03:00
Last Modified: 11 Oct 2019 03:00
URI: http://repository.setiabudi.ac.id/id/eprint/3196

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