ANNISA SARINING PUSPA N 101 12 091 Primary Author mixed material bibliography Palu PSPD 2017 id Indonesia

Skripsi Kedokteran

xvi , 72 hlm ; 29 cm ABSTRAK Latar Belakang. Sebagai penerima jasa pelayanan kesehatan BPJS, keluarga peserta seringkali mengeluh kurang puas dengan pelayanan kesehatan yang diterimanya. Pengukuran kepuasan pasien relatif mudah di kerjakan dan di harapkan dapat memberikan gambaran mengenai kualitas pelayanan rumah sakit dalam segi kepuasan pasien. RSU Anutapura sebagai salah satu rumah sakit yang yang memberikan pelayanan kesehatan pada pasien peserta BPJS. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan Rumah Sakit terhadap kepuasan pasien peserta BPJS kelas 3 di RSU Anutapura Palu (Studi kasus pasien peserta BPJS yang rawat inap) Tahun 2016. Metode. Jenis penelitian ini adalah analitik dengan cross sectional study. Penelitian dilakukan di RSU Anutapura Palu pada bulan Oktober-Desember 2016. Sampel penelitian menggunakan total sampling. Data dikumpulkan dengan cara wawancara dari 95 peserta BPJS. Analisis hubungan dilakukan dengan menggunakan uji chi-square. Hasil. Hasil uji chi-square pengaruh kehandalan dengan kepuasan pasien p = 0.026, pengaruh jaminan dengan kepuasan pasien p = 0.006, pengaruh bukti langsung dengan kepuasan pasien p = 0.012, pengaruh empati dengan kepuasan pasien p = 0.021, pengaruh ketanggapan dengan kepuasan pasien p = 0.004. Kesimpulan, Dapat disimpulkan bahwapengaruh kualitas pelayanan Rumah Sakit berdampak pada kepuasaan pasien yang datang ke Rumah Sakit. Kata Kunci : Rumah Sakit, BPJS, Kualitas Pelayanan. xvi EFFECT ON THE QUALITY OF HOSPITAL PATIENT SATISFACTION IN CLASS 3 BPJS PARTICIPANTS IN RSU ANUTAPURA PALU (CASE STUDY OF PATIENTS BPJS PARTICIPANTS IN THE HOSPITAL) YEAR 2016 Annisa Sarining Puspa *, Elli Yane Bangkele **, Gabriella Lintin *** *Student of Medicine, Faculty of Medicine and Health Science Tadulako University **Staff Lecturer, Faculty of Medicine and Health Science Tadulako University *** Departement of Anatomy, Faculty of Medicine and Health Science Tadulako University ABSTRACT Background. As BPJS health care service recipients, family participants often complain less satisfied with health services received. Measurement of patient satisfaction is relatively easy in working and is expected to give an idea of the quality of hospital services in terms of patient satisfaction. RSU Anutapura as one of the hospitals that were providing health services to patients BPJS participants. This study aims to determine the impact of service quality to client satisfaction Hospital Grade 3 BPJS participants in RSU Anutapura Palu (A case study participants BPJS patient hospitalization) 2016. Method. This research is an analytic cross sectional study. The study was conducted at Hospital Anutapura Palu in October to December 2016. The research sample using a total sampling. Data were collected through interviews of 95 participants BPJS. Analysis of the relationship is done by using chi-square test. Results. The results of chi-square test the effect of reliability and patient's satisfaction p = 0.026, the effect of collateral with patient satisfaction p = 0.006, the effect of direct evidence with patient satisfaction p = 0.012, the effect of empathy with patient satisfaction p = 0.021, influence responsiveness to patient satisfaction p = 0.004. Conclusions. It is concluded that the impact of service quality impact on satisfaction Hospital patient who came to the hospital. Keywords: Hospitals, BPJS, Quality Services. ANNISA SARINING PUSPA N 101 12 091 KEPUASAN KERJA NONE PERPUSTAKAAN FAKULTAS KEDOKTERAN UNIVERSITAS TADULAKO N 101 12 091 PUS p SKD2017484 My Library N 101 12 091 PUS p 2334 2017-08-08 08:53:01 2017-08-08 08:53:01 machine generated