Pengaruh kualitas pelayanan terhadap kepuasan pasien di rumah sakit umum prabumulih
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Institusion
Universitas Muhammadiyah Palembang
Author
ilham prabu, NIM. 212014395
Subject
Manajemen
Datestamp
2020-03-16 06:10:20
Abstract :
ABSTRACT Ilham Prabu / 21 2014 395 / 2020 / Effect of Patient Satisfaction Quality of Service of the General Hospital Prabumulih The formulation of the problem in the research is Is There an Effect of Service Quality on Patient Satisfaction at Prabumulih General Hospital?. The aim is to determine the Effect of Service Quality on Patient Satisfaction at Prabumulih General Hospital. This research is associative research. The variables used are service quality ( reliability, responsiveness, assurance, empathy and physical evidence) and patient satisfaction. The study population was all inpatients of Prabumulih Hospital with a sample of 100 respondents . A sampling technique that purposive sampling. The data used primary data and secondary. Primary data in the form of questionnaires and secondary data in the form of reports of patients entered at Prabumulih General Hospital. Data analysis uses qualitative and quantitative analysis. The analysis technique used is multiple linear regression and hypothesis testing. The results were obtained together using a 95% confidence level that there was an effect of reliability, responsiveness, assurance, empathy and physical evidence on patient satisfaction at Prabumulih General Hospital. Partial test results obtained that there is no effect of reliability on patient satisfaction, there is an effect of responsiveness on patient satisfaction, there is no effect of guarantees on patient satisfaction, there is no influence of empathy on patient satisfaction and there is an influence of physical evidence on patient satisfaction. Keywords: Service Quality , Patient Satisfaction
ABSTRACT Ilham Prabu / 21 2014 395 / 2020 / Effect of Patient Satisfaction Quality of Service of the General Hospital Prabumulih The formulation of the problem in the research is Is There an Effect of Service Quality on Patient Satisfaction at Prabumulih General Hospital?. The aim is to determine the Effect of Service Quality on Patient Satisfaction at Prabumulih General Hospital. This research is associative research. The variables used are service quality ( reliability, responsiveness, assurance, empathy and physical evidence) and patient satisfaction. The study population was all inpatients of Prabumulih Hospital with a sample of 100 respondents . A sampling technique that purposive sampling. The data used primary data and secondary. Primary data in the form of questionnaires and secondary data in the form of reports of patients entered at Prabumulih General Hospital. Data analysis uses qualitative and quantitative analysis. The analysis technique used is multiple linear regression and hypothesis testing. The results were obtained together using a 95% confidence level that there was an effect of reliability, responsiveness, assurance, empathy and physical evidence on patient satisfaction at Prabumulih General Hospital. Partial test results obtained that there is no effect of reliability on patient satisfaction, there is an effect of responsiveness on patient satisfaction, there is no effect of guarantees on patient satisfaction, there is no influence of empathy on patient satisfaction and there is an influence of physical evidence on patient satisfaction. Keywords: Service Quality , Patient Satisfaction
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