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      • 03. DISSERTATIONS AND THESIS
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      • Department of Pharmacy
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      •   UMY Repository
      • 03. DISSERTATIONS AND THESIS
      • Students
      • Undergraduate Thesis
      • Faculty of Medicine and Health Science
      • Department of Pharmacy
      • View Item
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      ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN KESEHATAN DI KLINIK PRATAMA FIRDAUS YOGYAKARTA

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      HALAMAN PENGESAHAN (225.4Kb)
      ABSTRAK (96.47Kb)
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      Date
      2017-08-15
      Author
      ARTINA, AFRISKA DWI
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      Abstract
      With the increase of patient demand and expectation toward health services, health providers should improve the quality of health services. Klinik Pratama Firdaus Yogyakarta is a health facility developed by Universitas Muhammadiyah Yogyakarta (UMY), which serves patients using Badan Penyelenggara Jaminan Sosial (BPJS) dan Dana Sehat Muhammadiyah (DSM) insurance. This research aims to determine the differences of BPJS and DSM patient satisfication on health service in Klinik Pratama Firdaus Yogyakarta. This research is descriptive analytic with cross sectional approach. Sample was collected by using purposive sampling method. Assessment of service quality was examined by 5 dimensions, which is Tangible, Reliability, Responsiveness, Assurance and Empathy. The number of sample was 100 patients divided into two groups, BPJS and DSM which match the inclusion criteria. Measurement of satisfaction used questionnaires and interviews. Final data was analyzed by using Mann-Whitney test. The results showed that 78.52% of DSM patients and 82.01% of BPJS patients were satisfied with the health services in Klinik Pratama Firdaus Yogyakarta. Based on the Mann-Whitney test, there were no differences in the level of satisfaction between BPJS and DSM patients in the aspect of Tangible, Reliability and Responsiveness (p>0,05), whereas in the aspect of assurance and Empathy there were significant differences (p <0, 05).
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      http://repository.umy.ac.id/handle/123456789/15539
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