ANALISIS HUBUNGAN FAKTOR LAYANAN DAN FASILITAS TERHADAP KEPUASAN PASIEN RAWAT JALAN DI PUSKESMAS PAJANG SURAKARTA (Studi Kasus: UPTD Puskesmas Pajang)

WIBOWO, FX. SWASTO ADHI (2011) ANALISIS HUBUNGAN FAKTOR LAYANAN DAN FASILITAS TERHADAP KEPUASAN PASIEN RAWAT JALAN DI PUSKESMAS PAJANG SURAKARTA (Studi Kasus: UPTD Puskesmas Pajang). Other thesis, Universitas Sebelas Maret.

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    Abstract

    The effect of service quality on the customer (consumer) satisfaction had been documented widely in literature, particularly the marketing literature in which such the effect is positive both theoretically and empirically. Theoretically, when the service given can meet or surpass the customer expectation, the customer will be satisfied. The method used in this research was a multiple- regression analysis method. The objective of research is to find out the factors affecting the satisfaction of inpatients in Puskesmas (Public Health Center) of Pajang Surakarta that had been conducted so that the inhibiting factor can be found in the patient satisfaction. From the result of research, it can be found that the service quality consists of tangible, reliability, responsiveness, assurance, empathy, and facility simultaneously having significant relation to the satisfaction of inpatients in Puskesmas Pajang. Meanwhile, the tangible, assurance, and facility individually has significant relation to the satisfaction of inpatients in Puskesmas Pajang. Keywords: tangible, reliability, responsiveness, assurance, empathy, and facility, satisfaction, regression analysis, Puskesmas (Public Health Center) of Pajang Surakarta

    Item Type: Thesis (Other)
    Subjects: T Technology > T Technology (General)
    Divisions: Fakultas Teknik
    Fakultas Teknik > Teknik Industri
    Depositing User: AB Kusuma
    Date Deposited: 23 Jul 2013 19:33
    Last Modified: 23 Jul 2013 19:33
    URI: https://eprints.uns.ac.id/id/eprint/8115

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