Analisis Pengaruh Mutu Pelayanan Keperawatan terhadap Tingkat Kepuasan Pasien di Instalasi Rawat Inap Rumah Sakit Umum Daerah Prof. Dr. Margono Soekardjo Purwokerto
Abstract: This title is
entiled “An Analysis on the Influennce of Nursing Service on Patients’
Satisfaction at the Instalation of Bed Care of Prof.Dr. Margono Soekarjo
Purwokerto Hospital”. The purposive of the research were, firstly, discover
whether there is a significanct difference between expected service quality and
actual service quality, secondly, to determine bether tangibles, reliability,
responsiveness, assurance and emphaty significantly influenced patients’
satisfaction, and finaly to determine the most influential variables on patients’
satiafaction. There were three Hypothesis proposed in the reseach. The fisrt on
stated that there was significant difference between expected service quality
and actual service quality. The second one stated that the variables of
tangibles, reliability, responsiveness, assurance and emphaty significantly
influenced patients’ satisfaction do exist. Reseach methodology adopted was
survey and the data collection methods were using questionnaires and
documentation. The tools of analisis used were t-test (comparative), multiple
regretions, F-test and t-test. The following result were obststained from the
analisis first, which means that Ho must be rejected while Ha is assepted. The
acceptance of Ha implies that there is a significant difference between the
expected service and actual service quality. Second, F test result showed a
significant valuae less than alpha value 0,05. This means that Ho must be
rejected while Ha is accepted. The acceptance of Ha implies that all
independent variables simultaneously influence patients’ satisfaction; third
t-test result showed that responsiveness has no significant influence on
patients’ satiafaction. There fore the revised regretion equation is a follow:
Y = - 1,274 + 0,229 X1 + 0,146 X2 + 0,226 X4 + 0,210 X5, means while the result
to elasticity test showed that assurance was the most influential variables
with an elasticity value of 0,345 greater than other. Based on the findings, it
is suggested to the hospital management that empathy, assurance, tangibles and
reliability must be continuously improved in order to satisfy the hospital
patients’.
Penulis: Welas Haryati, Soenaryo,
Aris Fitriani
Kode Jurnal: jpkeperawatandd070009
