Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Inap Kelas Iii Rsud Ibnu Sina Kabupaten Gresik

Sutatik, Sutatik (2016) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Inap Kelas Iii Rsud Ibnu Sina Kabupaten Gresik. Other thesis, Universitas Wijaya Putra.

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Abstract

This research has a purpose to identify the effect of service quality with indicators: tangible, reliability, responsiveness, assurance and empathy toward satisfaction of the overnight-treated patients in third class of Ibnu Sina Hospital Gresik. This research applies a technique of random Sampling. The numbers of sample are 99 respondents from the overnight-treated patients in third class of Ibnu Sina Hospital Gresik by an approach which is called accidental sampling. The data collecting is taken by a closed questionnaire method by using likert scale. According to the result of the study, it is known that there are several effects of service quality toward patients’ satisfaction with regression equality as follow: The result found that the overall dimensions of service, the agreement between the service provided by the Ibnu Sina Hospital Gresik with a satisfaction level of (3.33), the score is categorized in a group is pretty good, although not yet fully meet the expectations of patients, but the service provided is good enough , Based on the results of the regression analysis can be concluded that all the variables of service quality dimensions (tangibles, reliability, responsiveness, assurance, Emphaty) together have a positive and significant impact on patient satisfaction Ibnu Sina Hospital Gresik. These results indicate that the effect is greatest empathy variable (3.45), tangible (3.34), reliability (3.32), responsiveness (3.30), assurance (3,22) on patient satisfaction Ibn Sina Hospital inpatient Gresik. The result is the R-squared value of 0.867 indicates that 86.7% variable patient satisfaction can be explained by the quality of service that is physical evidence, reliability, responsiveness, assurance, attention while the rem

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