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      •   UMY Repository
      • 03. DISSERTATIONS AND THESIS
      • Students
      • Master Thesis
      • Master of Hospital Management
      • View Item
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      PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RUMAH SAKIT SARILA HUSADA SRAGEN PADA PASIEN RAWAT JALAN

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      HALAMAN PENGESAHAN (977.3Kb)
      ABSTRAK (188.0Kb)
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      Date
      2016-12-05
      Author
      Supartiningsih, Solichah
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      Abstract
      Background: Sarila Husada Hospital of Sragen is one of the hospitals that provide health services for people in Sragen and the surrounding area . Sarila Husada Hospital of Sragen strive to continuously improve service quality without neglecting the social function as a health authority . The purpose of this study was to determine : the effect of service quality in terms of the dimensions of the display / physical evidence to client satisfaction , impact of service quality in terms of the dimensions of reliability to client satisfaction , impact of service quality in terms of the dimensions of responsiveness to client satisfaction , impact of service quality in terms of dimensions assurance / guarantee to client satisfaction , impact of service quality in terms of the dimensions of empathy toward the patient satisfaction Sarila Husada hospital outpatient Sragen patients . Method: is asosiatif research. Its population is All patients who use the services of Sarila Husada Hospital of Sragen. The sampling technique is done by non-random sampling sample size of 100 respondents. Retrieving data using questionnaires. Analysis of data using multiple regression analysis. Result and Discussion: result Y = -0,371 X₁ + 0,689 X₂ + 0,082 X₃ + 0,337 X₄ - 0,123 X₅ . In the equation shown tangible effect of variable (X₁ ) , reliability (X₂ ) , responsivess (X₃ ) , asurance (X₄ ) , empathy (X₅ ) to the satisfaction of hospital patients Sarila Husada Sragen in patients Outpatient ( Y ). Conclusion: Variable physical evidence (tangible ) has a positive and significant impact on patient satisfaction , variable reliability (reliability ) has a positive and significant impact on patient satisfaction , variable responsiveness (responsiveness ) did not have a positive effect and no significant effect on patient satisfaction , guarantee variable (assurance) has a positive and significant impact on patient satisfaction , variable empathy (empathy ) do not have a positive and significant impact on patient satisfaction Sarila Husada hospital outpatient Sragen patients .
      URI
      http://repository.umy.ac.id/handle/123456789/31560
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