PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP PADA RUMAH SAKIT TK. IV DR. BRATANATA JAMBI

Wahyudi Pratama, Wahyudi Pratama (2021) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP PADA RUMAH SAKIT TK. IV DR. BRATANATA JAMBI. skripsi thesis, Universitas Batanghari.

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Abstract

ABSTRACT Wahyudi Pratama / 1700861201212 / Batanghari University / Marketing Management / The Effect of Service Quality on Patient Satisfaction at the Hospital Tk. IV dr. Bratanata Jambi / 1 v st Supervisor Ahmad Tarmizi, SE, MM. / 2 nd Supervisor Denny Asmas, SE, M.Si. This research is motivated by the dissatifcation felt by inpantient at Hospital Tk. IV dr. Bratanata Jambi for the service that arise as a result of the performance of the health services he gets after the patient compares with what he expects. The study aims as follows : 1. To determine the Quality of Service and Patient Satisfaction at Hospital Tk. IV dr. Bratanata Jambi. 2. To determine the effect of Service Quality on Patient Satisfaction at Hospitas Tk. IV dr. Bratanata Jambi. This research method uses a quantitative approach. The technique used in this study is probability sampling with a simple random sampling approach with a total of 100 respondents. Meanwhile, the method of collecting data from both variables uses a questionnaire compiled in the form of a Likert Scale. Data from both vartiables were processed by simple regression analysis technique with the help of SPSS 20 program. The tests carried out were the t-tests hypothesis and the coefficient of determination (R2). The Hospital Tk. IV Dr. Bratanata Jambi is one of the Dutch heritage hospitals. Since the proclamation of independence of the Republic of Indonesia, the Jambi Military Hospital was handed over from the KNIL to the TNI AD. During the Japanese occupation, it was controlled by Japan, then in 1948 it was taken over by the Dutch, after which it was handed over to the Indonesian Army in 1949. Military Commander II/SWJ Letter No.B/968/IX/2004 dated September 10, 2004 the name of Tk.IV Hospital 02-07-03 changed to Hospital Tk. IV Dr. Bratanata Jambi. Improving the quality of health services requires improving the management of all health resources, including testing and calibration services for facilities, infrastructure and equipment, because they are inseparable. Likewise for Hospital Dr. Bratanata (Denkesyah 042) in Jambi, this hospital has demonstrated its ability to handle health problems for members of the TNI and their families as well as for the community. Based of the results of this study, it shows that the calculated t value is greater than the t table with a value of (3,673 > 1,984), thus H0 is rejected and H1 is accepted. The value of the coefficient of determination (R2) is 66,8 %, which mean that the contribution of the independent variable, namely the quality of service (X) affects the dependent variable of patient satisfaction (Y) by 66,8 %, while the remaining 33,2 % is influenced by other factors. So it can be concluded that the quality of service has a significant effect on patient satisfaction at the hospital Tk. IV dr. Bratanata Jambi.

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