KORELASI MUTU PELAYANAN LABORATORIUM PASIEN RAWAT JALAN TERHADAP MINAT PEMANFAATAN ULANG JASA PELAYANAN KESEHATAN RUMAH SAKIT ROEMANI MUHAMMADIYAH SEMARANG

Amar, Ainun Mardiah, G1C216164 (2017) KORELASI MUTU PELAYANAN LABORATORIUM PASIEN RAWAT JALAN TERHADAP MINAT PEMANFAATAN ULANG JASA PELAYANAN KESEHATAN RUMAH SAKIT ROEMANI MUHAMMADIYAH SEMARANG. Undergraduate thesis, Universitas Muhammadiyah Semarang.

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Abstract

Kualitas pelayanan dapat diukur dengan membandingkan persepsi antara pelayanan yang diharapkan dengan pelayanan yang diterima. Jika pelayanan yang dialami memenuhi atau melebihi harapan, mereka akan memanfaatkan kembali penyedia pelayanan kesehatan tersebut. Tujuan penelitian untuk mengetahui korelasi mutu pelayanan laboratorium pasien rawat jalan terhadap minat pemanfaatan ulang jasa pelayanan kesehatan di Rumah Sakit Roemani Muhammadiyah yang terdiri dari dimensi kehandalan, daya tanggap, jaminan, empati, dan bukti langsung. Jenis penelitian yaitu observasional yang bersifat kuantitatif analitik dengan metode cross sectional. Adapun jumlah populasi yaitu 456 pasien dan diperoleh sampel sebanyak 82 pasien dengan menggunakan purposive sampling. Hasil penelitian menunjukkan bahwa responden yang berpendapat mutu tidak sesuai harapan sebanyak 28 orang (34,1%) dan yang berpendapat mutu sesuai harapan sebanyak 54 orang (65,9%). Sedangkan responden yang ingin memanfaatkan ulang jasa pelayanan kesehatan sebanyak 76 orang (92,7%) dan yang tidak ingin memanfaatkan ulang jasa pelayanan kesehatan yaitu sebanyak 6 orang (7,3%). Korelasi mutu pelayanan dengan minat pemanfaatan ulang jasa pelayanan kemudian dianalisa menggunakan Chi-Square sehingga diperoleh nilai 0,016 yang menunjukkan signifikansi. Hal ini menunjukkan bahwa ada korelasi atau pengaruh antara mutu pelayanan dengan minat pemanfaatan ulang jasa pelayanan kesehatan rawat jalan di Laboratorium Rumah Sakit Roemani Muhammadiyah. Kata kunci : Mutu pelayanan, Minat Pemanfaatan Ulang, Pelayanan Rawat Jalan Quality of service can be measured by comparing the perceptions between the expected service with the service received. If the service that meet or exceed expectations, they will make use of the health care provider back. This research aims to know the correlation of outpatient laboratory service quality to revisitation interest at Laboratory of Roemani Muhammadiyah Hospital that consist of Realibility, Responsiveness, Assurance, Empathy, and Tangible. The kind of the research was observational study using survey method with analytical quantitative and cross sectional approach. The population of the research were 456 patient and the sampleses were 80 people with purposive sampling method. The result of the research showed that the respondent perception quality is not as expected were were 28 respondent (34,1%) and the respondent perception quality as expected were 54 respondent (65,9%). While respondents who want to reuse health services as many as 76 people (92.7%) and who do not want to reuse health services that is as much as 6 people (7.3%). The correlation between quality service and revisitation interest then analyzed by Chi-Square so that value is 0,016 that shows the significance. This shows that there is a correlation or influence between service quality with revisitation interest of outpatient health service at Laboratory of Roemani Muhammadiyah Hospital. Key words : Service quality, Revisitation interest, Outpatient service

Item Type: Thesis (Undergraduate)
Contributors Thesis: 264/D4Ana/II/2018
Subjects: R Medicine > Health Analyst
Divisions: Faculty of Nursing and Health > D4 Health Analyst
Depositing User: perpus unimus
Date Deposited: 13 Dec 2017 02:52
Last Modified: 10 Apr 2018 03:28
URI: http://repository.unimus.ac.id/id/eprint/1116

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