HUBUNGAN MUTU PELAYANAN DENGAN KEPUASAN PASIEN RAWAT INAP DI RSUD Dr. ADNAAN WD PAYAKUMBUH TAHUN 2016

Zikra, Imami (2016) HUBUNGAN MUTU PELAYANAN DENGAN KEPUASAN PASIEN RAWAT INAP DI RSUD Dr. ADNAAN WD PAYAKUMBUH TAHUN 2016. Diploma thesis, UNIVERSITAS ANDALAS.

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Abstract

Objective Patients in RSUD Dr. Adnaan WD Payakumbuh were not still satisfied at the service quality of the hospital as doctors were not available, nurses were not responsive, unfriendly, and there was still no doctor and the employees who spoke derisively to the patient and the patient's family. The purpose of the research was to know the quality of service relationship with the satisfaction of inpatients in RSUD Dr. Adnaan WD Payakumbuh in 2016. Method Methods used a quantitative approach to the design of Cross Sectional Study. The population of research were all patients in RSUD Dr. Adnaan WD Payakumbuh with samples as much as 63 respondents. The data were analyzed by Chi-Square test on a p-value of 0.05.< Result Results showed three dimensions are in the category of good such us the dimension of reliability (58.7%), perceptive (52,4%), direct evidence (60.3%), whereas the dimension of the guarantee (47,6%) and empathy (46,0%) categorized wass not good. The results of statistical tests obtained that there is a significant relationship between the quality of service to the satisfaction of patients with p value 0.000. Conclusion This study shows that there is a relationship five dimensions of quality and service quality in patient satisfaction in hospitals Dr. Adnaan WD Payakumbuh 2016. Advice may be given that is maintaining the quality of inpatient hospital services, conducting patient satisfaction survey regularly and continuously. Bibliography : 30 (1996-2016) Keywords : patients satisfaction, service quality

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