ANALISIS FAKTOR PELAYANAN YANG BERKORELASI TERHADAP KEPUASAN PASIEN PESERTA JKN DI KLINIK IMAM BONJOL BANDAR LAMPUNG

IVANI RIDWAN, 1218011085 (2016) ANALISIS FAKTOR PELAYANAN YANG BERKORELASI TERHADAP KEPUASAN PASIEN PESERTA JKN DI KLINIK IMAM BONJOL BANDAR LAMPUNG. Fakultas Kedokteran, Universitas Lampung.

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ABSTRACT.pdf

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COVER DALAM.pdf

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PERSETUJUAN.pdf

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PENGESAHAN.pdf

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PERNYATAAN.pdf

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RIWAYAT HIDUP.pdf

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SANWACANA.pdf

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DAFTAR ISI.pdf

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DAFTAR TABEL.pdf

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DAFTAR GAMBAR.pdf

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BAB I.pdf

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DAFTAR PUSTAKA.pdf

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Abstrak

ABSTRAK Peningkatan pelayanan fasilitas kesehatan yang dapat memberikan kepuasan pasien merupakan amanat undang-undang dan parameter penilaian masyarakat terhadap fasilitas kesehatan yang secara umum dapat dinilai menggunakan teori Servqual yang dirumuskan Parasuraman. Penelitian ini bertujuan mengetahui apa saja pelayanan kesehatan yang berkorelasi terhadap kepuasan masyarakat. Metode penelitian ini adalah deskriptif-analitik dengan rancangan Cross- sectional. Populasi penelitian adalah pasien yang terdaftar JKN pada Klinik Imam Bonjol Bandar Lampung dan sampel penelitian berjumlah 367 responden yang diambil dengan menggunakan teknik consecutive sampling. Penelitian dilakukan pada bulan September – Oktober 2015 dengan membagikan kuesioner secara langsung setelah inform consent. Data yang didapatkan lalu dianalisi menggunakan uji Somers’d. Hasil penelitian didapatkan tingkat kepuasan pasien peserta JKN di Klinik Imam Bonjol didominasi oleh pernyataan cukup puas dengan 50,4%. Sedangkan hasil analisis bivariat didapatkan keseluruhan dimensi pelayanan berkorelasi signifikan dan positif terhadap kepuasan pasien. Pelayanan yang paling dominan korelasinya adalah Assurance (d = 0,610) dan paling rendah korelasinya adalah Tangibles (d = 0,302). Kata kunci: fasilitas kesehatan, kepuasan pasien, dan pelayanan kesehatan ABSTRACT The importance improving the quality of service that correlated to their satisfaction is mandated by law and quality parameter of healthcare facilities what can be assessed using Servqual theory formulated by Parasuraman. This study aim is to find out what kind of health service correlated to satisfaction of public. The method was descriptive-analytic with cross sectional design. Population in this study was all member of Nation Health Insurance’s patient at Imam Bonjol health clinic. There were 367 sample taken from population with consecutive sampling technique.This study did during September – October 2015 with distribute the questionnaire directly after inform consent. Encode processing analyzed by somers’d test. The result of this study found that satisfaction level of National Health Insurance patient in Imam Bonjol Health Clinic is dominated by quite satisfaction with percentage of 50,4%. Whereas result for bivariate analysis obtaining that overall service dimension significantly and positively correlate to patient’s satisfaction. The most dominant correlated service is Assurance (d = 0,610) and the lowest is Tangibles (d = 0,302). Keywords:healthcare facilities, health service, patient’s satisfaction

Jenis Karya Akhir: Skripsi
Subyek: > R Medicine (General)
Program Studi: Fakultas Kedokteran > Prodi Pendidikan Dokter
Pengguna Deposit: 3558650 . Digilib
Date Deposited: 02 Feb 2016 04:51
Terakhir diubah: 02 Feb 2016 04:51
URI: http://digilib.unila.ac.id/id/eprint/20712

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