Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Inap di Rumah Sakit Umum Daerah Kota Dumai

Marwanti, Sri (2018) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Inap di Rumah Sakit Umum Daerah Kota Dumai. Other thesis, Universitas Islam Riau.

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Abstract

In an effort to improve health services to the community, Dumai City Hospital as a regional referral center in Dumai City and surrounding areas continues to make improvements. In general, the number of hospitalized patients at Dumai City Hospital fluctuated and there was even a significant decline. The formulation of this research problem is to know whether there is influence of service quality to the satisfaction of inpatient patient at RSUD Kota Dumai The purpose of this research is to know and analyze service quality of Dumai City Hospital, to know and analyze the satisfaction of inpatient patient at Dumai City General Hospital and for find out and analyze the influence of service quality on inpatient satisfaction in Kota Dumai Hospital. The population in this study were hospitalized patients at Dumai City Hospital and Dumai City Hospital employees as informants. The number of samples used in the study were 100 inpatients and 23 persons as informants, using incidental sampling method with random sampling approach. Methods of data collection using questionnaires. Data analysis using percentage descriptive analysis and multiple linear regression analysis. The results showed that overall service quality of RSUD Kota Dumai was in good category with score from all indicators was 11955 which was at interval 9601-12300. While for the overall satisfaction of inpatients are in the category satisfied with the scores from the overall indicator is 7996 which is at intervals 6401-8200. Based on multiple regression analysis shows the level of relationship between independent variables to the dependent variable that is 0.900 or close to 1 means there is a very strong relationship. Based on the F test test for free variables obtained value Fhitung = 79.729 with the level of Pvalue = 0,000. It can be seen that Fcount> Pvalue <α, which means that Ho is rejected and Ha is accepted. Which means that there is a significant influence between service quality on patient satisfaction.

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