Reza, Wilda Miaherafi (2023) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP DI RSUD dr. DORIS SYLVANUS PALANGKA RAYA. Masters thesis, Universitas Islam Kalimantan MAB.
![[img]](https://eprints.uniska-bjm.ac.id/style/images/fileicons/text.png) |
Text
FILE PDF ORISINALITAS WILDA MIAHERAFI REZA.pdf Download (183kB) |
|
Text
FILE PDF ABSTRAK WILDA MIAHERAFI REZA.pdf Download (153kB) |
|
Text
FILE PDF LEMBAR PENGESAHAN Wilda Miaherafi Reza.pdf Download (392kB) |
Abstract
ABSTRAK Kualitas pelayanan sebagai konsep yang secara tepat mewakili inti dari kinerja suatu pelayanan, yaitu perbandingan terhadap excellence dan sales counter yang dilakukan oleh konsumen. Terciptanya kepuasan dapat membuat hubungan pelanggan dengan Institusi menjadi baik. Pelanggan akan melakukan pembelian ulang dan akan membuat pasien loyal terhadap Institusi tersebut. Tujuan dari penelitian ini untuk mengetahui “pengaruh kualitas pelayanan terhadap kepuasan pasien rawat inap RSUD dr. Doris Sylvanus Palangka Raya”. Berdasarkan fenomena yang terjadi pada Instalasi Rawat Inap Rumah Sakit Umum Daerah (RSUD) dr. Doris Sylvanus bahwa masih kurangnya sarana dan prasarana sehingga pelayanan pasien sering terganggu karena pemeliharaan sarana yang kurang memadai, proporsi antara tenaga kesehatan dan peralatan masih kurang seimbang, dan juga penempatan tenaga kesehatan yang kurang sesuai dengan keahliannya. Selain itu pula masih kurangnya loyalitas pasien terhadap penampilan gedung yang kurang baik akibat ulah pasien yang tidak mampu menjaga fasilitas gedung Rumah Sakit Umum Daerah (RSUD) dr. Doris Sylvanus secara keseluruhan. Kualitas pelayanan memiliki 5 (lima) dimensi yang disebut dengan SERVQUAL (kualitas pelayanan) sebagai berikut, Parasuraman 2013 dalam (Klaudia,2020): Tangibles (berwujud), Reliability (kehandalan), Responsiveness (respon/ketanggapan), Assurance (jaminan) dan Emphaty (empati). Jenis penelitian ini tergolong kuantitatif dengan pendekatan penelitian explanatory research. Adapun metode pengumpulan data yang digunakan adalah Kuesioner, wawancara, dokumentasi dan penelusuran referensi. Teknik pengolahan dan analisis data menggunakan regresi linier berganda. Hasil penelitian ini menunjukkan bahwa kualitas pelayanan yang terdiri dari variabel reliability (X1), responssiveness (X2), assurance (X3), emphaty (X4), dan tangible (X5), berpengaruh signifikan terhadap kepuasan pasien. Dan variabel yang paling dominan pengaruhnya terhadap kepuasan pasien adalah variabel emphaty (X4). Saran peneliti terhadap RSUD dr. Doris Sylvanus adalah hendaknya perawat RSUD dr. Doris Sylvanus dapat memaksimalkan pelayanan sesuai dengan waktu telah dijanjikan, meningkatkan kepercayaan dan daya tanggap terhadap keluhan pasien, menjaga rasa empati serta memperhatikan fasilitas fisik RSUD dr. Doris Sylvanus. Kata Kunci: Kualitas Pelayanan (Reliability, Responsiveness, Assurance, Emphaty dan Tangible), Kepuasan Pasien, Rumah Sakit. ABSTRACT Service quality is a concept that accurately represents the essence of the performance of a service, namely the comparison of excellence and sales counters made by consumers. Creating satisfaction can improve customer relationships with the institution. Customers will make repeat purchases and will make patients loyal to the institution. The aim of this research is to determine the effect of service quality on the satisfaction of inpatients at Dr. Doris Sylvanus Regional Hospital. Based on the phenomenon that occurred in the Inpatient Installation at the Regional General Hospital (RSUD) dr. Doris Sylvanus said that there is still a lack of facilities and infrastructure so that patient services are often disrupted due to inadequate maintenance of facilities, the proportion of health workers and equipment is still not balanced, and also the placement of health workers is not in accordance with their expertise. Apart from that, there is still a lack of patient loyalty towards the poor appearance of the building due to the actions of patients who are unable to maintain the building facilities at the Regional General Hospital (RSUD) dr. Doris Sylvanus in its entirety. Service quality has 5 (five) dimensions called SERVQUAL (service quality) as follows, Parasuraman 2013 in (Klaudia, 2020): Tangibles (tangible), Reliability (reliability), Responsiveness (response/responsiveness), Assurance (guarantee) and Emphaty (empathy). This type of research is classified as quantitative with an explanatory research approach. The data collection methods used were questionnaires, interviews, documentation and reference searches. Data processing and analysis techniques use multiple linear regression. The results of this research show that service quality, which consists of the variables reliability (X1), responsiveness (X2), assurance (X3), empathy (X4), and tangible (X5), has a significant influence on patient satisfaction. And the variable with the most dominant influence on patient satisfaction is the empathy variable (X4). The researcher's advice to dr. Doris Sylvanus Hospital is that nurses at Dr Doris Sylvanus Hospital should be able to maximize services according to the promised time, increase trust and responsiveness to patient complaints, maintain a sense of empathy and pay attention to the physical facilities of Dr. Doris Sylvanus Hospital. Keywords: Service Quality (Reliability, Responsiveness, Assurance, Emphaty and Tangible), Patient Satisfaction, Hospital
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Kualitas Pelayanan (Reliability, Responsiveness, Assurance, Emphaty dan Tangible), Kepuasan Pasien, Rumah Sakit. |
| Subjects: | G Geography. Anthropology. Recreation > G Geography (General) |
| Depositing User: | I Wayan Sueka |
| Date Deposited: | 13 Sep 2024 03:07 |
| Last Modified: | 13 Sep 2024 03:07 |
| URI: | http://eprints.uniska-bjm.ac.id/id/eprint/25872 |
Actions (login required)
 |
View Item |