ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN DI APOTEK SURAKARTA FARMA

Ambarsari, Desy (2018) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN DI APOTEK SURAKARTA FARMA. Skripsi thesis, Universitas Setia Budi.

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Abstract

Patient satisfaction in using the pharmacy services is a reflection of the results of the quality of health services provided at the pharmacy. This study aims to determine how much influence the dimensions of service quality include Tangible, Reliability, Responsiveness, Assurance, and Empathy to patient satisfaction. This study used a questionnaire as a tool with a total sample of 260 respondents. Data was collected by cross sectional and the sampling technique was done by purposive sampling. Data from correlations between independent variables (Tangible, Reliability, Responsiveness, Assurance, and Empathy) with dependent variables (patient satisfaction) were analyzed by simple linear regression and multiple linear regression. Based on the results of the research that has been done, it can be concluded that partially the variables Reliability, Quality Assurance, and Empathy significantly influence patient satisfaction. Simultaneously the variables of Physical Evidence, Reliability, Responsiveness, Quality Assurance, and Empathy significantly influence patient satisfaction. Calculation of determination analysis which is seen from the value of Adjusted R Square with a value of 56.9% which shows that patient satisfaction is determined by variables Tangible, Reliability, Responsiveness, Assurance, and Empathy. Keywords: quality care, patient satisfaction

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: quality care, patient satisfaction
Subjects: R Medicine > RA Public aspects of medicine
Divisions: Fakultas Farmasi > Prodi S1 Farmasi
Depositing User: Tifany Nur Arfiana
Date Deposited: 01 Nov 2019 03:35
Last Modified: 01 Nov 2019 03:35
URI: http://repository.setiabudi.ac.id/id/eprint/3604

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