HUBUNGAN MUTU LAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP DI RSUD SITI FATIMAH PROVINSI SUMATERA SELATAN

NISRINA, DWI RAISSA and Budi, Iwan Stia (2024) HUBUNGAN MUTU LAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP DI RSUD SITI FATIMAH PROVINSI SUMATERA SELATAN. Undergraduate thesis, Sriwijaya University.

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Abstract

Patient satisfaction refers to the level of positive emotions experienced by patients in response to the quality of healthcare provided, in relation to their initial expectations. The level of service quality can have an impact on customer satisfaction. If the service provided meets or exceeds the customer's expectations, then the service is considered to be of ideal quality. However, if the service falls short of what is expected, it is considered to be of poor quality. The purpose of this study was to analyze the relationship between service quality and inpatient satisfaction at Siti Fatimah Hospital, South Sumatra Province. This research is a quantitative descriptive study with a cross sectional approach. The population in this study were inpatients of Siti Fatimah Hospital, South Sumatra Province who fit the inclusion criteria and the sample size used was 90 people who were taken by purposive sampling technique. The data analysis used was univariate analysis and bivariate analysis with the Chi-Square test. The results showed that there was a relationship between doctor communication with patients (Sig-p 0.000 < 0.05), nurse communication with patients (Sig-p 0.000 < 0.05), responsiveness of hospital non-medical staff (Sig-p 0.000 < 0.05), physical comfort (Sig-p 0.000 < 0.05), pain control (Sig-p 0.000 < 0.05), and communication about drugs (Sig-p 0.000 < 0.05) to inpatient satisfaction at Siti Fatimah Hospital, South Sumatra Province. The conclusion of this study is that there is a relationship between doctor communication with patients, nurse communication with patients, responsiveness of hospital non-medical staff, physical comfort, pain control, and communication about drugs on inpatient satisfaction at Siti Fatimah Hospital, South Sumatra Province. Suggestions for hospitals are expected to continue to improve the hospital management system, hold hospital promotions, and increase the work motivation of hospital medical and non-medical staff.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Service Quality, Patient Satisfaction, Inpatients
Subjects:	R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Divisions:	10-Faculty of Public Health > 13201-Public Health (S1)
Depositing User:	Dwi Raissa Nisrina
Date Deposited:	21 May 2024 01:14
Last Modified:	21 May 2024 01:14
URI:	http://repository.unsri.ac.id/id/eprint/144518

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