Path: Top Journal Jurnal_Teknologi_&_Manajemen_Informatika 2008

Analisis kualitas pelayanan rumah sakit daerah untuk meningkatkan kepuasan pasien di Jawa Timur

Jurnal Teknologi & Manajemen Informatika, Volume 6, Edisi khusus 2008
Undergraduate Theses from JIPTUNMERPP / 2008-11-11 23:02:07
Oleh : Tri Kartika Pertiwi , Faculty of Information Technology Merdeka University Malang
Dibuat : 2008-09-01, dengan 0 file

Keyword : Service quality, patient satisfaction

Health is an important factor in life, therefore it must be taken a good careof. The fact that hospital and clinics grow rapidly is a proof that producers respond to the need of the society for good health. The growth of hospitals and clinics arouses competitions among those places. In order to win the competition, hospitals and clinics must give value and satisfaction to the patients through the best service quality. The variable used in this research are free variable of service quality with tangibles, reability, responsiveness, assurance, and empathy as indicators and limited variable of patient satisfaction with recommending the hospital or clinic to other people and making it as first choice as indicators. The population in this research is taken from hospitalized patients in regional hospital. Non probability sampling is used with 100 respondents. The data is processed using S.E.M (Structural Equation Modeling) analysis. Result of this research show that hypothesis stating that Tangible, reliability. Responsiveness, assurance, empathy are factors for service quality variable have been proven. On the other hand, hypothesis stating that service quality has positive influence towards patient satisfaction factor is acceptable.

Deskripsi Alternatif :

Health is an important factor in life, therefore it must be taken a good careof. The fact that hospital and clinics grow rapidly is a proof that producers respond to the need of the society for good health. The growth of hospitals and clinics arouses competitions among those places. In order to win the competition, hospitals and clinics must give value and satisfaction to the patients through the best service quality. The variable used in this research are free variable of service quality with tangibles, reability, responsiveness, assurance, and empathy as indicators and limited variable of patient satisfaction with recommending the hospital or clinic to other people and making it as first choice as indicators. The population in this research is taken from hospitalized patients in regional hospital. Non probability sampling is used with 100 respondents. The data is processed using S.E.M (Structural Equation Modeling) analysis. Result of this research show that hypothesis stating that Tangible, reliability. Responsiveness, assurance, empathy are factors for service quality variable have been proven. On the other hand, hypothesis stating that service quality has positive influence towards patient satisfaction factor is acceptable.

Copyrights : Copyright (c) 2008 by Digital Library Universitas Merdeka Malang. Verbatim copying and distribution of this entire article is permitted by author in any medium, provided this notice is preserved.

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PropertiNilai Properti
ID PublisherJIPTUNMERPP
OrganisasiFaculty of Information Technology Merdeka University Malang
Nama KontakDra. Wiwik Supriyanti, SS
AlamatJl. Terusan Halimun 11 B
KotaMalang
DaerahJawa Timur
NegaraIndonesia
Telepon0341-563504
Fax0341-563504
E-mail Administratorperpus@unmer.ac.id
E-mail CKOwsupriyanti@yahoo.com

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  • Editor: Wiwik Supriyanti, Dra. SS.