Analisis Kualitas Pelayanan Pada Rumah Sakit Umum Daerah Kabupaten Siak

Safitri, Yuliana (2022) Analisis Kualitas Pelayanan Pada Rumah Sakit Umum Daerah Kabupaten Siak. Other thesis, Universitas Islam Riau.

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Abstract

This study aims to determine the quality of service at the Siak District Hospital. The population used as the object of this research is the patients of the Siak Regency General Hospital, especially outpatients as many as 10,337 people. To determine the sample size of a population can use the Slovin formula, so that the number of respondents is 100 people. Data analysis used descriptive method. The results showed that the quality of service at the Siak Hospital in terms of tangible variables, empathy, reliability, responsiveness, and assurance was good with an average score of 366. However, there were still most of the respondents who gave poor answers. For tangible, the highest score for facilities and equipment and the lowest score for the availability of medical equipment. Empathy variable, the highest score is for the ease of getting services, and the lowest score is the service of medical officers with good communication. Reliability, the highest score is a clear service procedure, while the lowest score is the accuracy of nurses and employees of Siak Hospital in their work. Responsiveness variable, the highest score for prompt service, and the lowest score is the accuracy of nurses and employees in providing services. Assurance variable, the highest score for the hospitality of nurses and employees of Siak Hospital, the lowest score for the ability of nurses and employees to provide services.

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