ANALISIS TINGKAT KEPUASAN PASIEN JAMKESMAS TERHADAP PELAYANAN DI RSUD KABUPATEN SUKOHARJO
Oleh :
Agustina Praptiwi
Abstract This research is done on the service user Sukoharjo district hospitals with the aim to determine customer satisfaction with service quality Sukoharjo District General Hospital .. Data collection techniques used method of interviews and questionnaires with the total sample of 100 respondents. In this case the researchers used a descriptive analysis, consumer satisfaction level and quadrant analysis. Variables used to measure the level of consumer satisfaction is the reliability, responsiveness, assurance, attention, and direct evidence. From this research can conclude the majority of respondents was a female, age <50 years, and worked as a farmer. On the dimensions of reliability; flow of patients receiving services quickly and precisely 95.57% already met the expectations of consumer / patient; service examination, treatment, and prompt and 93.02% have met the expectations of consumer / pasein; schedule hospital services run quickly (visit / visit your doctor, nurse. Cooldown) 99.11% already meet the expectations of consumers / patients. On the responsiveness dimension: the ability of doctors and nurses to respond quickly resolve grievances 92.35% patients had met the expectations of consumer / patient; officers provide clear and easily understandable 98.90% already meet the expectations of consumers / patients; quick action when the patient requires 94.22% already meet the expectations of consumers / patients. On security dimensions: knowledge and ability to establish disease diagnosis doctors 95.37% already meet the expectations of consumers / patients; skills of doctors, nurses and other personnel in the work 95.24% already meet the expectations of consumers / patients; security and trust services 89.13% service has fulfilled the expectations of consumer / patient. On the dimensions of attention: to give special attention to each patient 90.85% already meet the expectations of consumers / patients; attention to the complaints of patients and their families meet the expectations of 94.50% was consumer / patient; services to all patients regardless of social status and so on Other 96.16% already meet the expectations of consumers / patients. On the dimension of direct evidence: cleanliness, neatness, and comfort room 92.23% already met the expectations of consumer / patient; arrangement of exterior and interior room 97.47% already meet the expectations of consumers / patients; neatness and cleanliness of appearance workers (employees) 96.75 % already meet the expectations of consumers / patients. Key words: reliability, responsiveness, assurance, attention, direct evidence.

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