FAKTOR-FAK TOR YANG MEMPENGARUHI KEPUASAN PASIEN TERHADAP PELAYANAN KEBIDANAN DI BPM MARTINI BOYOLALI

Widyaningrum, Primastuti (2013) FAKTOR-FAK TOR YANG MEMPENGARUHI KEPUASAN PASIEN TERHADAP PELAYANAN KEBIDANAN DI BPM MARTINI BOYOLALI. Masters thesis, Universitas Sebelas Maret.

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    Abstract

    Primastuti Widyaningrum. S541202109. 2013. Affecting Factors Patient Satisfaction of Midwifery Service in BPM Boyolali Martini. Thesis. Counselor 1: Prof. Dr. Didik Tamtomo, dr, MM, M.Kes, PAK. Counselor II: DR. Nunuk Suryani, M.Pd. Master of Family Medice. Post Graduate Program Sebelas Maret University Background: Quality assurance is important for the cult of midwifery services. A midwife practice independently or privately practicing midwives who are able to make the patient to come back utilizing his services, it can be said that patients are satisfied with the service provided. Because patient satisfaction depends on the quality of care. The research objective: to find out what factors are likely to influence the level of patient satisfaction in BPM Martini Boyolali. Research Methods: this research using analytic observational with cross sectional approach. Population in the study were all patients who visited the Martini BPM Boyolali in April – Mei 2013 amount 450 people. Sample size in the study of 82 people. Sampling technique using accidental sampling method. The variables of study include independent variables (tangible, reliability, responsiveness, assurance, and empathy) and the dependent variable is patient satisfaction in maternity care. Instrument research using questionnaires. Analysis of data by using multiple linear regression for 95% significance level. Result: Variable tangible with mean value amount 70.39, Variable reliability with mean value amount 72.98, Variable responsiveness with mean value amount 74.29, Variable assurance with mean value amount 72.66, Variable empathy with mean value amount 70.91, and satisfaction variables with mean value of 73.60. The results of multiple linear regression analysis of physical evidence obtained variables (tangible) with positive regression coefficient (0.165), the variable reliability (reliability) with positive regression coefficient (0.110), the variable responsiveness (responsiveness) with positive regression coefficient (0.178), variable collateral (assurance) with a positive regression coefficient (0.152), the variable empathy with positive regression coefficient (0.170), all with significant numbers 0.000 <0.005 Conclusion: There is a significant relationship between the variables tangibles, variable reliability, variable responsiveness, variable assurance, the variable empathy with patient satisfaction in maternity services in BPM Martini Boyolali. There is a significant relationship between jointly (simultaneously) with the independent variables of patient satisfaction in maternity services in BPM Martini Boyolali commit to user Primastuti Widyaningrum. S541202109. 2013. Faktor-Faktor yang Mempengaruhi Kepuasan Pasien Terhadap Pelayanan Kebidanan Di BPM Martini Boyolali. Tesis. Pembimbing I Prof. Dr. Didik Tamtomo, dr, MM, M.Kes, PAK. Pembimbing II DR. Nunuk Suryani, M.Pd. Magister Kedokteran Keluarga. Program Pasca Sarjana Universitas Sebelas Maret Surakarta. Latar Belakang: Jaminan mutu merupakan hal yang penting bagi pratik layanan kebidanan. Bidan praktik mandiri yang mampu membuat pasien untuk berkunjung kembali memanfaatkan jasanya, maka dapat dikatakan pasien tersebut puas atas pelayanan yang diberikan. Karena kepuasan pasien tergantung pada kualitas pelayanan. Tujuan: mengetahui mengetahui faktor apa saja yang dapat mempengaruhi tingkat kepuasan pasien di BPM Martini Boyolali. Metode penelitian: Observasional analitik dengan pendekatan cross sectional. Populasi adalah semua pasien yang berkunjung ke BPM Martini Boyolali pada April-Mei 2013 sebanyak 450 orang. Besarnya sampel dalam penelitian sebanyak 82 orang. Teknik pengambilan sampel menggunakan metode accidental sampling. Variabel penelitian meliputi variabel bebas (tangible, reliability, responsiveness, assurance, dan empathy) dan variabel terikat yaitu kepuasan pasien pada pelayanan kebidanan. Instrumen penelitian dengan menggunakan kuesioner. Analisa data dengan menggunakan regresi linear berganda untuk taraf signifikansi 95%. Hasil Penelitian: Variabel bukti fisik (tangible) nilai rata-rata sebesar 70,39, Variabel kehandalan (reliability) dengan nilai rata-rata sebesar 72,98, Variabel daya tanggap (responsiveness) dengan nilai rata-rata sebesar 74,29, Variabel jaminan (assurance) dengan nilai rata-rata sebesar 72,66, Variabel empati dengan nilai rata-rata sebesar 70,91, dan variabel kepuasan dengan nilai rata-rata sebesar 73,60. Hasil analisis regresi linear berganda diperoleh variabel bukti fisik (tangible) dengan koefisien regresi positif (0,165), variabel kehandalan (reliability) dengan koefisien regresi positif (0,110), variabel daya tanggap (responsiveness) dengan koefisien regresi positif (0,178), variabel jaminan (assurance) dengan koefisien regresi positif (0,152), variabel empati dengan koefisien regresi positif (0,170), semuanya dengan angka signifikan 0,000 < 0.005. Kesimpulan: Ada hubungan signifikan antara variabel bukti fisik (tangibles), variabel reliabilitas (reliability), variabel daya tanggap (responsiveness), variabel jaminan (assurance), variabel empati (empathy) dengan kepuasan pasien pada pelayanan kebidanan di BPM Martini Boyolali. Ada hubungan signifikan antara secara bersama-sama (simultan) variabel bebas dengan kepuasan pasien pada pelayanan kebidanan di BPM Martini Boyolali. Kata Kunci: bukti fisik, kehandalan, daya tanggap, jaminan, empati, kepuasan, layanan kebidanan.

    Item Type: Thesis (Masters)
    Subjects: R Medicine > RG Gynecology and obstetrics
    Divisions: Pasca Sarjana > Magister > Magister Kedokteran Keluarga
    Depositing User: Nur Anisah
    Date Deposited: 03 May 2014 19:01
    Last Modified: 03 May 2014 19:01
    URI: https://eprints.uns.ac.id/id/eprint/14637

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