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Title: | Hubungan antara Kualitas Pelayanan dengan Kepuasan Pasien di RSU RM. Djoelham Binjai |
Other Titles: | The Relationship between Service Quality and Patient Satisfaction at RSU RM. Djoelham Binjai |
Authors: | Arland, Medika |
metadata.dc.contributor.advisor: | Hardjo, Suryani Budiman, Zuhdi |
Keywords: | kualitas layanan;kepuasan pasien;pasien rumah sakit |
Issue Date: | 2010 |
Publisher: | Universitas Medan Area |
Series/Report no.: | NPM;058600130 |
Abstract: | Berdasarkan kajian teoritis yang ada dalam Bab II, maka diajukan hipotesis penelitian yang berbunyi: Ada hubungan yang positif antara kualitas pelayanan dengan kepuasan pasien menggunakan jasa rawat inap, dengan asumsinya adalah semakin baik kualitas pelayanan rumah sakit maka kepuasan pasien rawat inap akan semakin tinggi. Metode analisis data yang digunakan dalam penelitian ini adalah Korelasi-Product Moment, dimana berdasarkan analisis diperoleh hasil-hasil sebagai berikut: 1). Terdapat hubungan positif yang sangat siginifikan antara kualitas pelayanan dengan kepuasan pasien. Hasil ini dibuktikan dengan koefisien korelasi rxy = 0,471 ; p < 0,010. Artinya semakin baik kualitas pelayanan rumah sakit, maka semakin tinggi kepuasan pasien. Dengan demikian maka hipotesis yang telah diajukan dalam penelitian ini, dinyatakan diterima. 2). Kualitas pelayanan memberikan andil sebesar 22,2% terhadap kepuasan pasien. Masih terdapat 77,8% pengaruh dari faktor lain terhadap kepuasan pasien, diantaranya adalah menyangkut informasi, konseling dan konsultasi, cara pendaftaran, perhatian, perlindungan, penanganan dan penyelesaian masalah atau keluhan, kemudahan pembayaran, fasilitas yang ada di rumah sakit seperti perlengkapan kantor, ruangan-ruangan, tempat parkir, dan lain-lain. 3 ). Kualitas pelayanan rumah sakit sangat baik, sebab mean empirik (140,540) selisihnya dengan nilai rata-rata hipotetik (102,5) melebihi bilangan SD atau SBnya, yakni 14,291. Kemudian kepuasan pasien tergolong sangat tinggi, sebab nilai rata-rata empirik (155,054) lebih besar daripada nilai rata-rata hipotetik (112,5) dimana selisihnya melebihi bilangan SD atau Sbnya, yakni 16,875. Based on the theoretical studies in Chapter II, it is proposed research hypothesis which reads: There is a positive relationship between quality services with patient satisfaction using inpatient services, with The assumption is that the better the quality of hospital services, the satisfaction hospitalizations will increase. The data analysis method used in this study is the Correlation-Product Moment, which is based on the analysis obtained the following results: 1). There is a positive relationship which There is a very significant relationship between service quality and patient satisfaction. This result evidenced by the correlation coefficient rxy = 0.471; p < 0.010. It means more good the quality of hospital services, the higher the patient satisfaction. With Thus, the hypothesis that has been proposed in this study is stated accepted. 2). Service quality contributes 22.2% to patient satisfaction. There are still 77.8% of the influence of other factors on the patient satisfaction, including information, counseling and consultation, how to register, attention, protection, handling and resolution of problems or complaints, ease of payment, facilities available at hospital equipment such as office equipment, rooms, parking lots, and etc. 3). The quality of hospital services is very good, because the empirical means (140.540) the difference with the hypothetical mean value (102.5) exceeds the number SD or its SB, which is 14,291. Then patient satisfaction is classified as very high, because the empirical mean value (155.054) is greater than the average value hypothetical (112.5) where the difference exceeds the SD or Sb number, i.e 16,875. |
Description: | 28 Halaman |
URI: | http://repository.uma.ac.id/handle/123456789/16888 |
Appears in Collections: | SP - Psychology |
Files in This Item:
File | Description | Size | Format | |
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058600130 -Medika Arland - Fulltext.pdf | Part (Fulltext can read at Libraries) | 8.28 MB | Adobe PDF | View/Open |
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