Zahra, Dinda Alfatan Sheila (2018) TINGKAT KEPUASAN PASIEN RAWAT JALAN DI POLIKLINIK MATA RUMAH SAKIT PROF. MULYANTO UNIVERSITAS MATARAM NUSA TENGGARA BARAT. S1 thesis, Universitas Mataram.
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Naskah Publikasi - Dinda Alfatan Sheila Zahra (H1A014018).pdf Restricted to Repository staff only Download (466kB) |
Abstract
Hospital as a health care provider should give an excellent service quality to meet up patient expectation for health care. The assessment for service quality can be done by using the Service Quality (SERVQUAL) method that consists of five dimensions, which are tangible, empathy, responsiveness, assurance, and reliability. This study aimed to know patient’s satisfaction level of outpatient clinic in Ophthalmology Department of Prof. Mulyanto Mataram University Hospital in West Nusa Tenggara. Method: This study is an analytic study using cross sectional method. The population are patient of outpatient clinic in Ophthalmology Department of Prof. Mulyanto Mataram University Hospital, West Nusa Tenggara. Using a random sampling technique, 55 samples were obtained. The assessment was done using SERVQUAL questionnaire. Data analysis was done by chi square test and linear regression test. To determine management strategy for hospital, the results are plotted to Cartesius Diagram. Result: The percentage of patient satisfaction showed that 3.6% are satisfied with the service in Ophthalmology Department; 7.3% are satisfied that exceed their expectation; 89.1% are not satisfied at all. There is a significant correlation between all five dimensions of SERVQUAL with patient’s satisfaction (p<0.05). There is no correlation between patient’s characteristics with the level of satisfaction (p<0.05). Linear regression test showed a strong correlation between SERVQUAL dimension with patient satisfactory level. Punctuality, completeness of facilities, and completeness of medication are the main points to be improved by the hospital. Summary: More than half of the population are not satisfied with the service they received from Ophthalmology Department of Prof. Mulyanto Mataram University Hospital. Patient satisfaction is determined by all five dimensions of SERVQUAL but patient characteristics. There is a significant correlation between all five dimensions.
| Item Type: | Thesis (S1) |
|---|---|
| Keywords (Kata Kunci): | service quality, patient satisfaction, SERVQUAL |
| Subjects: | R Medicine > R Medicine (General) |
| Divisions: | Fakultas Kedokteran |
| Depositing User: | Saprudin Saprudin |
| Date Deposited: | 18 Apr 2018 07:10 |
| Last Modified: | 18 Apr 2018 07:10 |
| URI: | http://eprints.unram.ac.id/id/eprint/2706 |
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