CD-ROM
Hubungan Kualitas Pelayanan Dengan Kepuasan Pasien Rawat Jalan Di Laboratorium Patologi Klinik RSUD Datu Sanggul Rantau
- Bagikan:
ABSTRAK
Hubungan Kualitas Pelayanan Dengan Kepuasan Pasien Rawat Jalan Di Laboratorium
Patologi Klinik RSUD Datu Sanggul Rantau
Peneliti : Aulia Aziza Apriani
Pembimbing : H. Haitami, Wahdah Norsiah
Tolak ukur yang digunakan untuk menilai tingkat capaian target kualitas pelayanan kesehatan
secara promotif, preventif, kuratif dan rehabilitatif yang berhubungan erat dengan kepuasan
pasien. Terdapat 5 (lima) dimensi indikator yakni tampilan fisik (tangibles), kehandalan
(reliability), ketanggapan (responsiveness), jaminan (assurance) dan empati (empathy). Kepuasan
adalah hasil penilaian dengan membandingkan harapan dengan kenyataan pelayanan yang
diterima. Penelitian ini bertujuan untuk mengetahui hubungan kualitas pelayanan dengan kepuasan
pasien rawat jalan yang berkunjung di Laboratorium Patologi klinik RSUD Datu Sanggul Rantau.
Penelitian ini menggunakan survey analitik dengan populasi sampel seluruh pasien rawat jalan
yang melakukan pemeriksaan di Laboratorium Patologi Klinik RSUD Datu Sanggul Rantau
dengan teknik sampling adalah purposive sampling . Dari 76 responden menilai kualitas pelayanan
cukup baik sebanyak 1 responden (1,3%), baik 35 responden (46,1%), dan sangat baik 40
responden (52,6%), kemudian 76 responden mengatakan puas sebanyak 47 responden (61,8%) dan
sangat puas sebanyak 29 responden (38,2%). Pada uji hasil Rank Spearman didapat nilai p-value
0,001 ≤ 0,05. Dengan demikian dapat disimpulkan kualitas pelayanan sangat baik, pasien merasa
puas dan terdapat hubungan kualitas pelayanan dengan kepuasan pasien rawat jalan di
Laboratorium Patologi klinik RSUD Datu Sanggul Rantau. Dimasa akan datang dapat diakukan
penelitian lebih lanjut mengenai 5 (lima) dimensi kualitas pelayanan laboratorium patologi klinik
RSUD Datu Sanggul pada gedung baru.
Kata Kunci : Kualitas Pelayanan, Kepuasan Pasien
ABSTRACT
The Relationship between Service Quality and Outpatient Satisfaction in the Clinical
Pathology Laboratory of Datu Sanggul Rantau Regional Hospital
Researcher: Aulia Aziza Apriani
Advisor: H. Haitami, Wahdah Norsiah
Benchmarks used to assess the level of achievement of promotive, preventive, curative and
rehabilitative health service quality targets which are closely related to patient satisfaction. There
are 5 (five) indicator dimensions, namely physical appearance (tangibles), reliability,
responsiveness, assurance and empathy. Satisfaction is the result of an assessment by comparing
expectations with the reality of the service received. This study aims to determine the relationship
between service quality and satisfaction of outpatients who visit the clinical Pathology Laboratory
of Datu Sanggul Rantau Regional Hospital. This research used an analytical survey with a sample
population of all outpatients who underwent examinations at the Clinical Pathology Laboratory of
Datu Sanggul Rantau Regional Hospital with a purposive sampling technique. Of the 76
respondents who rated the service quality as quite good, 1 respondent (1.3%), 35 respondents
(46.1%) said it was good and 40 respondents (52.6%) said it was very good, then 76 respondents
said they were satisfied, 47 respondents (61 .8%) and 29 respondents (38.2%) were very satisfied.
In the Spearman Rank test results, the p-value was 0.001 ≤ 0.05. Thus, it can be concluded that the
quality of service is very good, patients are satisfied and there is a relationship between service
quality and outpatient satisfaction in the clinical Pathology Laboratory of Datu Sanggul Rantau
Regional Hospital. In the future, further research can be carried out regarding the 5 (five)
dimensions of the quality of clinical pathology laboratory services at Datu Sanggul Regional
Hospital in the new building.
Keywords : Service Quality, Patient Satisfaction
Detail Information
| Item Type | |
|---|---|
| Penulis |
Aulia Aziza Apriani - Personal Name
H. Haitami, M.Sc - Personal Name Wahdah Norsiah, M.Si - Personal Name |
| Student ID | |
| Dosen Pembimbing | |
| Penguji | |
| Kode Prodi PDDIKTI | |
| Edisi | |
| Departement | |
| Kontributor | |
| Bahasa |
Indonesia
|
| Penerbit | Jurusan Analis Kesehatan : Banjarbaru., 2023 |
| Edisi | |
| Subyek | |
| No Panggil |
004J SKP AJ TLM/ 2024
|
| Copyright | |
| Doi |