Pengaruh Kualitas Pelayanan dan Komunikasi Dokter-Pasien terhadap Kepuasan Pasien Rawat Inap RSUD K.R.M.T. WONGSONEGORO

Bernadette, Karen (2024) Pengaruh Kualitas Pelayanan dan Komunikasi Dokter-Pasien terhadap Kepuasan Pasien Rawat Inap RSUD K.R.M.T. WONGSONEGORO. Masters thesis, Universitas Tarumanagara.

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Abstract

Patient satisfaction is one of the important indicators in evaluating the quality of health services and is a major concern in global health policy. This study aims to analyze the effect of service quality and doctor-patient communication on inpatient satisfaction at K.R.M.T WONGSONEGORO Hospital. The research design used was descriptive quantitative, with a survey approach using a
questionnaire given to 107 inpatient respondents at the hospital. The results showed that service quality has a positive and significant effect on patient satisfaction with a T Statistics value of 6.934 and a P Value of 0.000. This shows that aspects of service quality such as reliability, physical facilities (tangibles), and
empathy from health workers contribute greatly to increasing patient satisfaction.
In addition, doctor-patient communication also has a very significant effect on patient satisfaction, with T Statistics of
7.262 and P Value 0.000. Effective, open, and empathic communication between doctors and patients can increase trust, patient understanding, and reduce uncertainty during the treatment process. Based on these findings, it is recommended that hospitals further improve the quality of service and
communication skills of health workers to continue to increase patient satisfaction. This is important to create a better care experience and ensure patients continue to receive optimal service

Item Type:	Thesis (Masters)
Additional Information:	Dosen Pembimbing: Dr. Keni, S.E., M.M.
Uncontrolled Keywords:	Keywords: Patient satisfaction, service quality, doctor-patient communication
Subjects:	Tesis Tesis > Pascasarjana
Divisions:	Pascasarjana
Depositing User:	Pasca Perpus
Date Deposited:	02 Jun 2026 08:29
Last Modified:	02 Jun 2026 08:29
URI:	https://repository.untar.ac.id/id/eprint/49586

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