Detail Cantuman

Analyze Patient Satisfaction Toward Service Quality Inpatient In RSUD Waluyo Jati Kraksaan. Dony Setiawan HP, S.Kep, Ns, MM
(as chief counselor)
Kholifatur Rizkiyah
Study Program of Medical Record
Majoring of Health
ABSTRACT
RSUD Waluyo Jati Kraksaan has a vision that is to create a perfect and professional hospital and to provide excellent service. Based on pre survey with inpatients there were 7 patients who were dissatisfied with the health services provided, viewed from the five dimensions of service quality which included tangible, reliability, responsiveness, assurance and empathy. This study was conducted to analyze patient satisfaction toward service quality of inpatient in RSUD Waluyo Jati Kraksaan. The method in this research was using descriptive method. The sampling technique in this research was using quota sampling. The variables used are the level of perception and expectations of respondents based on 5 dimensions of quality (tangible, reliability,responsiveness, assurance and empathy) and the level of patient satisfaction. The patient's total expectation of the services that received in RSUD Waluyo Jati Kraksaan is dominated by the level of expectation as much as 60.6% of patients. The total perception of patients about the services they received in RSUD Waluyo Jati Kraksaan was dominated by a good level of 52.5% of patients. The total satisfaction of patients for inpatient services in RSUD Waluyo Jati Kraksaan resulted in a level of dissatisfaction as many as 56.6% of respondents. Based on these results, the hospital should continue to improve the quality of inpatient services by monitoring patient satisfaction through regular research on inpatients in RSUD Waluyo Jati Kraksaan.

Keywords: Expectation, Perception, Satisfaction, Service Quality, Hospital