HUBUNGAN PERSEPSI TARIF DAN KUALITAS PELAYANAN DENGAN KEPUASAN PASIEN DI RUMAH SAKIT BHAYANGKARA PALEMBANG

ARSITA, RISKA and Idris, Haerawati (2018) HUBUNGAN PERSEPSI TARIF DAN KUALITAS PELAYANAN DENGAN KEPUASAN PASIEN DI RUMAH SAKIT BHAYANGKARA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

Costumer satisfaction becomes very important to determine the success of service companies. One way to survive in the healthcare industry today is to create customer satisfaction through improved service quality. Hospital cost is an indicator for patients to utilize health services. This study aims to analyze the relationship of hospital cost perception and service quality with patient satisfaction at Bhayangkara Hospital Palembang. This type of research is an analytic survey with cross sectional study design. The population in this study are the general patient who are in the inpatient and outpatient installation as many as 117 patients. The technique of sampling is systematic random sampling. Analysis of statistical data by using chisquare test. The results showed that the quality of service has a significant relationship with patient satisfaction (Sig = 0,001) and has an average value of 84,14. While the rate does not have a significant relationship with satisfaction patients (Sig = 0,368) and have an average value of 9,56. On the basis of this research, in providing services it is necessary to improve the quality of service both in terms of tangible, reliability, responsiveness, assurance and empathy because it has a significant influence on patient satisfaction. Patient satisfaction can be explained by the hospital cost variable and service quality only the rest of the percentage is influenced by other variables not examined in this study.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Hospital cost, Service Quality, Patient Satisfaction
Subjects: R Medicine > R Medicine (General)
R Medicine > RA Public aspects of medicine
Divisions: 10-Faculty of Public Health > 13201-Public Health (S1)
Depositing User: Mrs Kharisma Afrianti
Date Deposited: 15 Jul 2019 05:26
Last Modified: 26 Jul 2019 16:05
URI: http://repository.unsri.ac.id/id/eprint/260

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