KUALITAS PELAYANAN INSTALASI RAWAT JALAN RUMAH SAKIT UMUM DAERAH (RSUD) KOTA SEMARANG

Mayo, Erni (2016) KUALITAS PELAYANAN INSTALASI RAWAT JALAN RUMAH SAKIT UMUM DAERAH (RSUD) KOTA SEMARANG. Other thesis, Universitas Sebelas Maret.

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    Abstract

    ABSTRACT RSUD Kota Semarang as a hospital level B has great demands to carry out their duties. The service was not optimal causing discomfort for the patients who come to the hospital. Quality services especially in outpatient clinic is important, because the perception of quality of care in a hospital formed when visiting the patients. This essay aims to determine the quality of the outpatient clinic in RSUD Kota Semarang. In carrying this research, the author use the theory of Zeithaml (1996) quality of service measured from the dimensions of reliability, responsiveness, assurance, empathy and tangibles. This research was conducted at the Outpatient Clinic in RSUD Kota Semarang using quantitative descriptive. The sample in this research is that patients in Outpatient Clinic RSUD Kota Semarang as many as 100 people using incidental sampling. In this study using data analysis techniques there are ServQual and Importance Performance Analysis. The results showed that the quality of the Outpatient Clinic in RSUD Kota Semarang is the ideal category / satisfactory. However, is still need to improve in several aspects of caring attendant to help patients who need assistance, guarantees medical action, patience officers in providing services and parking availability. Key words: Importance Performance Analysis, service, ServQual, quality

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > H Social Sciences (General)
    Divisions: Fakultas Ilmu Sosial dan Ilmu Politik > Ilmu Administrasi Negara
    Depositing User: Gun Gun Gunawan
    Date Deposited: 01 Dec 2016 13:48
    Last Modified: 01 Dec 2016 13:48
    URI: https://eprints.uns.ac.id/id/eprint/30053

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