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Zulaika Zulaika
Prodi MPRS Universitas MH Thamrin,
Health Professions Languange, Linguistic, Communication & Media Medicine & Pharmacology Physics Public Health

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ANALISIS KEPUASAN PASIEN TERHADAP PELAYANAN RAWAT JALAN DI RS AZRA TAHUN 2019: Analysis of Patient Satisfaction on Outpatient Services at Azra Hospital in 2019 Zulaika Zulaika
JURNAL TERAS KESEHATAN Vol 3 No 2 (2020): Jurnal Teras Kesehatan
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat (LPPM) Politeknik Al Islam Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38215/jutek.v3i1.45

Abstract

Patient satisfaction is the level of conformity between patients 'expectations of the ideal service and patients' perceptions of the real services they received. Tjiptono (2007) stated that there were 5 dimensions of service quality, tangible, reliability, responsiveness, assurance, and empathy (willingness to care). This study aimed to analyze the Patient Satisfaction of Outpatient Services in Azra Hospital 2019. The research method used descriptive method with the IPA (Importance Performance Analysis) method. This study produced a description of the characteristics of respondents who visited the Azra Bogor Hospital as listed in table 4.1. The results showed that the largest respondents aged <from 40 years, 100 respondents (74.1%). the majority of respondents were female, 104 respondents (77%). Most respondents have a higher education background, 77 respondents (57%). Most respondents were unemployed, 73 respondents (54.1%) and most respondents paid services without insurance / non-BPJS, 107 respondents (79.3%). Based on the 5 dimensions studied, tangible, reliability, responsiveness, assurance and empathy, Azra Hospital showed very good service with an average patient satisfaction rate of 94%. this is in accordance with the quality standard of patient services which is 90%
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