Pengaruh Kualitas Pelayanan Terhadap Tingkat Kepuasan Pasien

Pawestri, Natasya Rahma Dewi (2024) Pengaruh Kualitas Pelayanan Terhadap Tingkat Kepuasan Pasien. Masters thesis, Universitas Tarumanagara.

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Abstract

Patient satisfaction is closely linked to the quality of healthcare services. The quality of healthcare services is a crucial indicator that must be prioritized by hospitals as providers of public health services. The Emergency Department (ED) of RSUD Ciawi receives approximately 1,700 patients every month, and there have been various complaints from patients. The purpose of this study is to analyze the relationship between sociodemographic factors and the level of patient satisfaction in the ED of RSUD Ciawi, as well as to assess patient satisfaction with service quality based on five
dimensions of service quality. This study employs a quantitative descriptive approach with a cross-sectional design. The population in this study consists of 1,500 ED patients at RSUD Ciawi per month, and the sample comprises 94 ED patients selected through purposive sampling. Data were collected using a questionnaire, and the Partial Least Square-Structural Equation Modeling (PLS-SEM) method was used for data analysis.
The results indicate that patient satisfaction is positively and significantly influenced by the five dimensions of service quality. These findings provide managerial implications for hospital administrators, particularly in formulating policies aimed at improving service quality through adequate physical facilities, enhanced service accuracy, and the development of medical personnel competencies to meet patients' needs and
expectations effectively.

Item Type:	Thesis (Masters)
Additional Information:	Dosen Pembimbing: Dr. Riris Loisa, M.Si
Uncontrolled Keywords:	Keywords: Patient Satisfaction, Healthcare Services, Service Qual
Subjects:	Tesis Tesis > Pascasarjana
Divisions:	Pascasarjana
Depositing User:	Pasca Perpus
Date Deposited:	19 May 2026 08:09
Last Modified:	19 May 2026 08:09
URI:	https://repository.untar.ac.id/id/eprint/49437

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