PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN PASIEN DI LABORATORIUM KLINIK DKK KLATEN TAHUN 2012
Senin, 10 September 2012 03:05

ABSTRAK
Pelayanan kesehatan laboratorium merupakan pelayanan kesehatan yang diperlukan untuk menunjang peningkatan kesehatan, pencegahan, pengobatan serta pemulihan kesehatan. Kualitas pelayanan kesehatan di laboratorium sangat mempengaruhi kepuasan pasien yang memeriksakan ke laboratorium tersebut. Penelitian ini bertujuan untuk mengetahui pengaruh dimensi kualitas pelayanan terhadap tingkat kepuasan pasien di Laboratorium Klinik DKK Klaten. Penelitian ini menggunakan metode komputasi program SPSS. Data yang diperoleh dianalisis normalitas data, uji koevisien korelasi dan signifikasi, uji regresi linear sederhana, uji regresi linear berganda, uji koefisien determinasi. Hasil analisis menunjukkan dimensi kualitas pelayanan secara parsial (Reliability, Responsiveness, Tangibles) berpengaruh secara signifikan terhadap tingkat kepuasan pasien di Laboratorium Klinik DKK Klaten, secara simultan dimensi kualitas pelayanan (Reliability, Tangibles, Responsiveness, Assurance, Empathy) berpengaruh terhadap tingkat kepuasan pasien di Laboratorium Klinik DKK Klaten, dan secara efektif 70,5% kepuasan pasien di Laboratorium Klinik DKK Klaten ditentukan oleh faktor Reliability, Tangibles, Responsiveness, Assurance, Empathy.

Kata kunci : dimensi kualitas pelayanan, kepuasan pasien

ABSTRACT
The laboratory health care is a treatment of the health which is needed to support the enhancement of health, prevention, treatment, and health recovery. The quality of the health care in a laboratory is very important as the effect of the patient’s satisfaction which is checking to the laboratory. This observation has an aim to know the effect of the dimension care quality against the patient’s satisfaction level in Clinic Laboratory DKK Klaten. This observation uses compute method of The SPSS program. The data which is got, be analyzed data normality, correlation of coefficient test and signification test, normality linear regression test, multiple linear regression test, coefficient of determination test. The result of the analyzed shows dimension care quality (Reliability, Responsiveness and Tangibles) affect significantly against the level of the patient’s satisfaction partially in Clinic Laboratory DKK Klaten, dimension care quality (Reliability, Tangibles, Responsiveness, Assurance, Empathy) support to the level of the patient’s satisfaction simultaneously in Clinic Laboratory DKK Klaten and effectively 70,5% patient’s satisfaction in Clinic Laboratory DKK Klaten is determined by the Reliability, Tangible, Responsiveness, Assurance, Empathy factor.

Keywords : dimension care quality, patient’s satisfaction

 

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