ANALISIS FAKTOR-FAKTOR YANG BERHUBUNGAN DENGAN KUALITAS PELAYANAN (JASA) DAN TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN DOKTER SPESIALIS DI INSTALASI RAWAT JALAN RUMAH SAKIT UMUM ROYAL PRIMA MEDAN TAHUN 2019

SUSANNA HALIM (2020) ANALISIS FAKTOR-FAKTOR YANG BERHUBUNGAN DENGAN KUALITAS PELAYANAN (JASA) DAN TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN DOKTER SPESIALIS DI INSTALASI RAWAT JALAN RUMAH SAKIT UMUM ROYAL PRIMA MEDAN TAHUN 2019 , TESIS, UNIVERSITAS PRIMA INDONESIA

ABSTRAK

One of the patient dissatisfaction problems in medical services is an ineffective communication between patients and doctors which impacts on subsequent visits. To increase the patient satisfaction level, the quality factors of a specialist doctors treatment are identified. The study was conducted with quantitative analytic using cross sectional method to the questionnaire of primary respondents. Respondent population are 191 outpatients in specialist polyclinic unit with 66 samples. Furthermore the respondent's data were analyzed using logistic regression. The results of the bivariate analysis showed good and satisfied results namely direct evidence about 96.2%, responsiveness about 94.6%, empathy about 94.4%, control about 94.7%, trust about 81.2%, self-disclosure about 80.6%, and confirmation about 96.4%). While the results of multivariate analysis showed that there were only 5 variables that significantly affected patient satisfaction, namely the direct evidence variable (p = 0.001), responsiveness (p = 0.001), empathy (p = 0.031), control (p = 0.012), and confirmation (p = 0.001).

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