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UEU » Journal » Puspen Jurnal UEU
Posted by astrid.chrisafi@esaunggul.ac.id at 10/01/2014 13:29:19  •  1531 Views


KUALITAS PELAYANAN KESEHATAN DAN KEPUASAN PELANGGAN DI UNIT GAWAT DARURAT RUMAH SAKIT UMUM ANNISA TANGERANG

Created by :
Kiyato ( none )
Suartini Bambang



SubjectFASILITAS
PELAYANAN KESEHATAN
KEPUASAN PELANGGAN
Alt. Subject HOSPITAL
HEALTH SERVICES
CUSTOMER SATISFACTION
KeywordKESEHATAN
PELAYANAN
KEPUASAN

Description:

UGD RSU Annisa adalah salah satu fasilitas pelayanan kesehatan yang memiliki standar pelayanan minimal Rumah Sakit (RS) sesuai ketentuan Direktorat Jenderal Bina Pelayanan Medik Departemen Kesehatan Republik Indonesia (Dir.Jend YanMed, DEPKES RI) tahun 2008. Tujuan penelitian ini secara umum untuk memperoleh gambaran faktor-faktor yang berpengaruh terhadap kepuasan pelanggan terhadap pelayanan yang diberikan UGD RSU Annisa Tangerang, yang meliputi responsive, reliability, assurance, emphaty dan tangible. Untuk menganalisa masalah tersebut maka digunakan metode survey dan metode analisa regresi linear berganda. Hasil penelitian menggambarkan bahwa faktor responsive berpengaruh terhadap kepuasan pelanggan sedangkan faktor-faktor lain yaitu : reliability, assurance, emphaty dan tangible tidak berpengaruh terhadap kepuasan pelanggan. Hasil penelitian ini dapat memberikan masukan kepada manajemen RSU Annisa untuk meningkatkan kualitas pelayanan dengan cara meningkatkan kecepatan dan tanggap dalam memberikan pelayanan di UGD.


Alt. Description

Annisa Hospital emergency room is one of health care facilities according to minimum health service standard of the Hospital (RS) issued by Directorate General of Medical Services, Ministry of Health of the Republic of Indonesia in 2008. The purpose this study is to ascertain factors that influence customer satisfaction with health services provided by Annisa Tangerang General Hospital ER. These factors include responsive, reliability, assurance, emphaty and tangible. Statistical analysis applied in the survey to analyze the problem was linear regression. The result describes that responsive factor is the only factor that influence customer satisfaction. While reliability, assurance, emphaty, and tangible has not been an evidence to influence customer satisfaction. Results of this research provide recommendation to General Hospital Annisa Tangerang management in the improvement of the health service quality in the ER General Hospital Annisa Tangerang with more focus to the prompt health services.

Date Create:10/01/2014
Type:Text
Format:pdf
Language:Indonesian
Identifier:UEU-Journal-AM07012011_Kiy
Collection ID:AM07012011_Kiy


Source :
Puspen Jurnal UEU

Relation Collection:
Universitas Esa Unggul

Coverage :
Civitas Akademika Universitas Esa Unggul

Rights :
Copyright@2014 Puspen Jurnal UEU


Publication URL :
https://digilib.esaunggul.ac.id/kualitas-pelayanan-kesehatan-dan-kepuasan-pelanggan-diunit-gawat-darurat-rumah-sakit-umum-annisa-tangerang-1943.html




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