HUBUNGAN ANTARA MUTU PELAYANAN DENGAN KEPUASAN PASIEN DI POLIKLINIK PENYAKIT DALAM RUMAH SAKIT UMUM GMIM PANCARAN KASIH MANADO

Kedokteran Jurnal, Klinik
2018 unpublished
To know the quality of service felt real by consumer, there is indicator of consumer satisfaction measure which lies in five dimension of service quality. The five dimensions are: Reliability, Tangibles, Responsiveness, Assurance, and Emphaty. Service and satisfaction are two things that cannot be separated, because with the satisfaction of the related parties can mutually correct to where the service provided whether to get better or worse (Kurniati, 2013). Based on the above, the purpose of
more » ... e, the purpose of this study to analyze the Relationship Between Quality Service With Patient Satisfaction in Polyclinic Diseases In General Hospital GMIM Pancaran Kasih Manado. This research is an analytic research with cross sectional study design which conducted on October 2017-January 2018 at Poliklinik Disease in General Hospital of GMIM Pancaran Kasih Manado. The sample of research based on the calculation Using Single Proportion Formulas is 97 people. Sampling method by quota sampling. The analysis used chi-square test at ranging from univariate, bivariate, and multivariate. The results showed that the value of p value between physical evidence (0.001), reliability (0.103), responsiveness (0.047), assurance (0,195), and attention (0,020) with patient satisfaction in Polyclinic Diseases in General Hospital GMIM Pancaran Kasih Manado. There is a relationship between physical evidence, responsiveness, and attention to patient satisfaction in Polyclinic Diseases Internal General Hospital GMIM Pancaran Kasih Manado, while there is no relationship between reliability and assurance with patient satisfaction in Polyclinic Diseases in General Hospital GMIM Pancaran Kasih Manado. Suggestions for improving, upgrading, and developing physical facilities, improving services, making suggestion boxes, for patient complaints in the Outpatient Installation.
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