Gap Quality Analysis of Clinical Laboratory Services Against Patient Satisfaction in Purwokerto Islamic Hospital.

Akbar Pamuji, Dwiky (2018) Gap Quality Analysis of Clinical Laboratory Services Against Patient Satisfaction in Purwokerto Islamic Hospital. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

The laboratory service is a direct service provided to the patient. The level of patient satisfaction can be measured by comparing between the patient's expectation of the desired quality of service with the reality it receives. This study aims to determine the level the suitability between the performance of laboratory personnel and the patient's expectations consumers at the Clinical Laboratory of Purwokerto Islamic Hospital. This study was conducted using a questionnaire given in 199 outpatients with purposive sampling at Clinical Laboratory of Islamic Hospital in Purwokerto. Data from the correlation between independent variables (reliability, assurance of certainty, physical evidence, responsiveness, and concern) with the dependent variable (patient satisfaction) analyzed by analysis simple linear regression, multiple regression analysis and gap analysis. The results showed that the quality of service dimension on Tangilbes, Responsiveness and Empathy have influence, but Reliability and Assurance not influence as partially, and fifth dimension influence simultaneously. Percentage of patient satisfaction dimension on Reliability (94.8%), Assurance (98.7%), Tangible (97.7%), Responsiveness (99.3%), Empathy (99.8%) and average of patient satisfaction (98.6%) which means the presentation score of satisfaction is very high. The order score of gap of the largest to the smallest in the five dimensions as follows: Reliability (-0.19); Tangible (-0.08); Assurance (-0.05); Empathy (-0.04); Responsiveness (-0.02). Keywords: Laboratory Service, Patient Satisfaction, Gap Analysis

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: Laboratory Service, Patient Satisfaction, Gap Analysis
Subjects: B Philosophy. Psychology. Religion > B Philosophy (General)
R Medicine > R Medicine (General)
Divisions: Fakultas Ilmu Kesehatan > Prodi D4 Analis Kesehatan
Depositing User: magdalena kartika ningsih
Date Deposited: 22 Feb 2019 07:24
Last Modified: 22 Feb 2019 07:24
URI: http://repository.setiabudi.ac.id/id/eprint/78

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