HUBUNGAN KUALITAS PELAYANAN DAN TARIF PEMERIKSAAN LABORATORIUM TERHADAP KEPUASAN PASIEN RAWAT JALAN DI RSUD ANDI MAKKASAU PAREPARE PROVINSI SULAWESI SELATAN

Ningsih, Herwahyu, G1C216014 (2017) HUBUNGAN KUALITAS PELAYANAN DAN TARIF PEMERIKSAAN LABORATORIUM TERHADAP KEPUASAN PASIEN RAWAT JALAN DI RSUD ANDI MAKKASAU PAREPARE PROVINSI SULAWESI SELATAN. Sarjana / Sarjana Terapan (S1/D4) thesis, ["eprint_fieldopt_institution_Universitas Muhammadiyah Semarang" not defined].

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Abstract

Service quality as the difference between customer expectations with the reality, measured rate service quality is useful especially useful to improve the quality of service and gain the trust of patients. This research aims to know the relationship between the quality of laboratory services, the laboratory examination rates and the satisfaction of outpatients in RSUD Andi Makkasau Parepare of South Sulawesi province. This type of research is quantitative research with cross sectional Study approach. Research performed in the laboratory of the RSUD Andi Makkasau Parepare of South Sulawesi province as much as 60 respondents. Technique of data analysis use Chi-Square Test with 5% alpha value. Based on the results of the research there were obtained the influence between the quality of service of outpatient satisfaction with the results of Chi-Square Test obtained p value 0.041 which means that p ≤ 0.005. Based on the research results obtained there was significant influence between the laboratory examination rate against outpatient satisfaction with the results of Chi-Square Test obtained p value = 0.014 value which means that the value of p ≥ 0.005. Thus, the laboratory service quality and examination rate affect the outpatients satisfaction in RSUD Andi Makkasau Parepare of South Sulawesi province. Keywords : Quality Of Service, Examination Rate, Patient Satisfaction Kualitas pelayanan sebagai perbedaan antara harapan pelanggan dengan kenyataan yang diterima, pengukuran terhadap tarif kualitas pelayanan berguna terutama berguna meningkatkan kualitas pelayanan dan mendapatkan kepercayaan dari pasien. Penelitian ini bertujuan untuk mengetahui hubungan antara kualitas pelayanan laboratorium dengan tarif pemeriksaan laboratorium dengan kepuasan pasien rawat jalan di RSUD Andi Makkasau Parepare provinsi Sulawesi Selatan. Jenis penelitian adalah penelitian kuantitatif dengan pendekatan cross sectional Study. Penelitian dilakukan di laboratorium RSUD Andi Makkasau Parepare provinsi Sulawesi Selatan sebanyak 60 responden. Teknik analisis data Chi-Square Test dengan nilai alpa 5%. Berdasarkan hasil penelitian yang diperoleh terdapat pengaruh antara kualitas pelayanan terhadap kepuasan pasien rawat jalan dengan hasil Chi-Square Test diperoleh nilai p value 0,041 yang berarti bahwa p ≤ 0,005. Berdasarkan hasil penelitian yang diperoleh terdapat pengaruh yang signifikan antara tarif pemeriksaan laboratorium terhadap kepuasaan pasien rawat jalan dengan hasil uji Chi-Square Test diperoleh nilai p value = 0,014 yang berarti bahwa nilai p ≥ 0,005. Dengan demikian, kualitas pelayanan dan tarif pemeriksaan laboratorium mempengaruhi kepuasaan pasien rawat jalan di RSUD Andi Makkasau Parepare provinsi Sulawesi Selatan. Kata Kunci : Kualitas Pelayanan, Tarif Pemeriksaan, Kepuasan Pasien

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