Analisis Tingkat Kepuasan Terhadap Kualitas Pelayanan Rumah Sakit Marinir Cilandak, Jakarta Selatan

Maulidya, Siti Chadidjah (2011) Analisis Tingkat Kepuasan Terhadap Kualitas Pelayanan Rumah Sakit Marinir Cilandak, Jakarta Selatan. S1 thesis, STIE Indonesia Banking School.

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Abstract

This study is aimed to determine the outpatient's satisfaction in the Marines Hospital in Cilandak, South Jakarta by considering every dimensions and from each dimension of its quality service. This research design is descriptive through analysing data in the test validity, reliability and T test. Population and samples consists of a hundread (100) patients who visiting at least twice as outpatient at the Marine Hospital Cilandak but do not hospitalized. The results of the overall analysis of the five dimensions of service quality has been deemed valid and reliable, and the results of T test analysis of overall satisfaction levels and perdimensi is not satisfactory, the most influential is the dimension emphaty and responsiveness. However, the result is not necessarily because the less quality of service, but due to the high expectations of patients, therefore the researchers tested again with a view T test toward patient's perception of the service. Therefore the overall conclusion of the researchers indicated that the dissatisfaction of the patients are not caused of the quality of the service, but rather due to the high expectations of the patient. Keywords: Patient Satisfaction, Quality Services

Item Type: Thesis (S1)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: KODEPRODI61201#Manajemen
Depositing User: Mrs. Deli Apsa
Date Deposited: 07 Oct 2020 04:28
Last Modified: 07 Oct 2020 04:28
URI: http://repository.ibs.ac.id/id/eprint/1503

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