Analysis of patient satisfaction with the quality of patient service quality in RSUD X in Lampung City
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Dec 31, 2023
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Abstract
This study aims to test and analyze the effect of Ptient Satisfaction with the quality of Patient Service in RSUD X Lampung City by looking at the 5 dimensions of health service quality by distributing questionnaires to 30 samples. This research is a quantitative study which uses the status of people who have completed the administration by using a purposive sampling technique. The quality of patient service by doctors at RSUD X in Lampung city has used a service marketing view, namely service quality whose main concern is the speed of patient handling by doctors. The quality of hospital services has shown services that can be accepted by patients. With the level of patient satisfaction with the doctor, the hospital image will appear after the hospital carries out its activities or performs its services, and this service is felt by the patient.
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How to Cite
Apriana, R., & Meilani, Y. C. F. P. (2023). Analysis of patient satisfaction with the quality of patient service quality in RSUD X in Lampung City. Enrichment : Journal of Management, 13(5), 3425-3432. https://doi.org/10.35335/enrichment.v13i5.1424
References
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Adelia, P. Z., & Nurtjahjanti, H. (2016). Hubungan Antara Kualitas Pelayanan Dokter Praktik Dengan Kepuasan Konsumen Pasien Rawat Jalan Pengguna Kartu Bpjs Kesehatan Di Rsud Dr Kariadi Semarang. Jurnal Empati, 5(2), 312-316.
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Bougie, R., & Sekaran, U. (2020) Research Methods For Business: A Skill Building Approach (Eight Edition). Wiley & Sons Ltd.
Boy Suzanto. (2011). PENGARUH KUALITAS JASA PELAYANAN TERHADAP KEPUASAN PASIEN PADA RUMAH SAKIT UMUM KOTA BANJAR. Jurnal Ekonomi, Bisnis & Entrepreneurship , 5(1), 28–44.
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Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (Pls-Sem) Using R: A Workbook. Springer International Publishing.
Hubber, D. L. (2010). Leadership And Nursing Care Management. In Leadership And Nursing Care Management Fourth Edition (Pp. 1-937). Lowa City: The University Of Lowa.
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Kemenkes RI. Undang-Undang Republik Indonesia No.44 tahun 2009 rumah sakit.
Leung So & Wu H. (2017) Can Likert Scales Be Treated As Interval Scales? – A Simulation Study. Journal Of Social Service Research, 43(4): 527-532. Https://Doi.Org/10.1080/01488376.2017.1329775
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Notoatmodjo S. (2012). Metodologi penelitian kesehatan (revisi). jakarta: rink cipta.
Orah A. (2014). Hubungan Antara Persepsi Pasien Tentang Pelayanan Tenaga Kesehatan Dengan Kepuasan Pasien di Puskesmas Lansot Kota Tomohon 2014. Jurnal Unseat, 1–18.
Parasuraman, Valarie A, Zeithmal, & Leonard L Berry. (1990). Delivering Quality Service, Balancing Customer Perception and Expectations. New York.
Sarstedt, M., Hair, J. F., Pick, M., Liengaard, B. D., Radomir, L., & Ringle, C. M. (2022). Progress In Partial Least Squares Structural Equation Modeling Use In Marketing Research In The Last Decade. Psychology & Marketing, 39(5), 1035–1064. Https://Doi.Org/10.1002/Mar.21640
Sarted, M., Hair, J. F., Pick, M., Liengaard, B. D., Radomir, L., & Ringle, C. M. (2022, March). Progress In Partial Least Squares Structural Equation Modeling Use In Marketing Research In The Last Decade. Psychology & Marketing,, 39(5), 1035-1064.
Sekaran, U., & Bougie, R. (n.d.). Research Methods for Business : A skill Building Approach. In 7th Edition. New Jersey: Wiley.
Silalahi, J. Y., Fitriani, A. D., & Megawati, M. (2019). Analisis Mutu Pelayanan Perawat Terhadap Kepuasan Pasien Rawat Inap Kelas Iii Di Rumah Sakit Advent Medan. Jurnal Kesehatan Perintis, 6(1), 21-29.
Sugiyono. 2008. Metode Penelitian Kuantitatif Kualitatif Dan R&D. Bandung : Alfabeta
Sulistyo, P. B. (2016). Correlation Between The Healthcare Quality And The Satisfaction Level Of Bpjs Patients In Puskesmas Delanggu, Klaten Regency.
Supartiningsih, S. (2017, 1). Kualitas Pelayanan An Kepuasan Pasien Rumah Sakit: Kasus Pada Pasien Rawat Jalan. Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit, 9(15), 9-15.
Utama, I. G. (2021). Teknik Sampling dan Penentuan Jumlah Sampling. Riset Kebencanaan Ideathon Bali Kembali 2021, 1-23.
Wardana. (2017). Potensi Dan Strategi Pengembangan Pariwisata Di Kabupaten Pesisir Barat. . Bandar Lampung: Universitas Lampung.
Adelia, P. Z., & Nurtjahjanti, H. (2016). Hubungan Antara Kualitas Pelayanan Dokter Praktik Dengan Kepuasan Konsumen Pasien Rawat Jalan Pengguna Kartu Bpjs Kesehatan Di Rsud Dr Kariadi Semarang. Jurnal Empati, 5(2), 312-316.
Anadia et. al. (2020). DESAIN PENELITIAN MIXED METHOD (METODOLOGI PENELITIAN). Universitas Lampung, 40.
Azwar A. (2007). Menjaga mutu pelayanan kesehatan Aplikasi prinsip lingkaran pemecahan masalah. Jakarta: Pustaka sinar harapan. jakarta: Pustaka Sinar Harapan.
Bougie, R., & Sekaran, U. (2020) Research Methods For Business: A Skill Building Approach (Eight Edition). Wiley & Sons Ltd.
Boy Suzanto. (2011). PENGARUH KUALITAS JASA PELAYANAN TERHADAP KEPUASAN PASIEN PADA RUMAH SAKIT UMUM KOTA BANJAR. Jurnal Ekonomi, Bisnis & Entrepreneurship , 5(1), 28–44.
Cochran. (1977).
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (Pls-Sem) Using R: A Workbook. Springer International Publishing.
Hubber, D. L. (2010). Leadership And Nursing Care Management. In Leadership And Nursing Care Management Fourth Edition (Pp. 1-937). Lowa City: The University Of Lowa.
K. R. Pillai, & Alpika Kumari. (2016). Patients’ Perception On Service Quality Of Hospital. 80–84.
Kemenkes RI. Undang-Undang Republik Indonesia No.44 tahun 2009 rumah sakit.
Leung So & Wu H. (2017) Can Likert Scales Be Treated As Interval Scales? – A Simulation Study. Journal Of Social Service Research, 43(4): 527-532. Https://Doi.Org/10.1080/01488376.2017.1329775
Moeloek, R. S. (2023). Rumah Sakit Umum Daerah Dr. H. Abdul Moeloek. Buleram (Buletin Rsud. Dr. H. Abdul Moeloek Provinsi Lampung ). Retrieved From Buleram (Buletin Rsud. Dr. H. Abdul Moeloek Provinsi Lampung):Https://Id.Wikipedia.Org/Wiki/Rumah_Sakit_Umum_Daerah_Dr._H._Abdul_Moeloek#:~:Text=Rumah%20sakit%20umum%20daerah%20dr.%20h.%20abdul%20moeloek%20(Disingkat,Bawah%20pengelolaan%20pemerintah%20provinsi%20lampung.
Notoatmodjo S. (2012). Metodologi penelitian kesehatan (revisi). jakarta: rink cipta.
Orah A. (2014). Hubungan Antara Persepsi Pasien Tentang Pelayanan Tenaga Kesehatan Dengan Kepuasan Pasien di Puskesmas Lansot Kota Tomohon 2014. Jurnal Unseat, 1–18.
Parasuraman, Valarie A, Zeithmal, & Leonard L Berry. (1990). Delivering Quality Service, Balancing Customer Perception and Expectations. New York.
Sarstedt, M., Hair, J. F., Pick, M., Liengaard, B. D., Radomir, L., & Ringle, C. M. (2022). Progress In Partial Least Squares Structural Equation Modeling Use In Marketing Research In The Last Decade. Psychology & Marketing, 39(5), 1035–1064. Https://Doi.Org/10.1002/Mar.21640
Sarted, M., Hair, J. F., Pick, M., Liengaard, B. D., Radomir, L., & Ringle, C. M. (2022, March). Progress In Partial Least Squares Structural Equation Modeling Use In Marketing Research In The Last Decade. Psychology & Marketing,, 39(5), 1035-1064.
Sekaran, U., & Bougie, R. (n.d.). Research Methods for Business : A skill Building Approach. In 7th Edition. New Jersey: Wiley.
Silalahi, J. Y., Fitriani, A. D., & Megawati, M. (2019). Analisis Mutu Pelayanan Perawat Terhadap Kepuasan Pasien Rawat Inap Kelas Iii Di Rumah Sakit Advent Medan. Jurnal Kesehatan Perintis, 6(1), 21-29.
Sugiyono. 2008. Metode Penelitian Kuantitatif Kualitatif Dan R&D. Bandung : Alfabeta
Sulistyo, P. B. (2016). Correlation Between The Healthcare Quality And The Satisfaction Level Of Bpjs Patients In Puskesmas Delanggu, Klaten Regency.
Supartiningsih, S. (2017, 1). Kualitas Pelayanan An Kepuasan Pasien Rumah Sakit: Kasus Pada Pasien Rawat Jalan. Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit, 9(15), 9-15.
Utama, I. G. (2021). Teknik Sampling dan Penentuan Jumlah Sampling. Riset Kebencanaan Ideathon Bali Kembali 2021, 1-23.
Wardana. (2017). Potensi Dan Strategi Pengembangan Pariwisata Di Kabupaten Pesisir Barat. . Bandar Lampung: Universitas Lampung.