Analisis faktor-faktor yang mempengaruhi tingat kepuasan pasien di rumah sakit tipe B di DKI Jakarta dan Tangerang

Halim, Lidwina Jessica (2020) Analisis faktor-faktor yang mempengaruhi tingat kepuasan pasien di rumah sakit tipe B di DKI Jakarta dan Tangerang. Masters thesis, Universitas Pelita Harapan.

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Abstract

Tuntutan masyarakat terhadap Rumah Sakit sebagai penyedia jasa kesehatan semakin tinggi. Rumah Sakit dituntut untuk selalu meningkatkan kualitas pelayanannya, mengoptimalkan jasa pelayanan medis dan memberikan kepuasan bagi pasiennya. Penelitian ini dilakukan untuk mengetahui faktor-faktor yang mempengaruhi tingkat kepuasan pasien di rumah sakit tipe B di DKI Jakarta dan Tangerang. Pengumpulan data dilakukan dengan menyebarkan kuesioner berisi 32 pertanyaan dengan skala likert 1-6 berdasarkan convenience sampling. Penelitian ini mendapatkan 249 responden dan data yang berhasil dikumpulkan, dianalisis dengan metode analisis faktor dengan program SPSS. Berdasarkan analisis dari hasil pengolahan data yang telah dilakukan, terdapat tiga faktor yang mempengaruhi kepuasan pasien rawat jalan di Rumah Sakit tipe B di DKI Jakarta dan Tangerang. Faktor pertama diberi nama Fasilitas pelayanan, Faktor kedua adalah biaya pelayanan dan Faktor ketiga adalah Administrasi Rumah Sakit. / Public demands on hospitals as health service providers are increasing. Hospitals are required to always improve the quality of their services, optimize medical services and provide satisfaction for their patients. This research has been done with a purpose of analyzing the factors of patient satisfaction in a type B hospital in DKI Jakarta and Tangerang. The process of data gathering has been done by spreading out questionnaire consists of 32 questions with a likert scale 1-6 based on the convenience sampling. This research get a total of 249 respondents and the data that have been successfully gathered has been analyzed with the analysis factor method in SPSS program. Based on the analysis of data processing that has been done, there are three factors that influence the patient’s satisfaction in Type B Hospitals in DKI Jakarta and Tangerang. The first factor is called the service facility, the second factor is the cost of service, and the third factor is the hospital’s administration.

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