Kualitas pelayanan kesehatan dan kepuasan pelanggan di unit gawat darurat (UGD) rumah sakit umum (RSU) Annisa Tangerang
Kiyato
Abstract KIYATO. Health Services Quality and Customer Satisfaction at the Emergency Room (ER) at General Hospital (RSU) Annisa Tangerang (supervised by Ms. Suartini Bambang). Annisa Hospital emergency room is one of health care facilities according to minimum health service standard of the Hospital (RS) issued by Directorate General of Medical Services, Ministry of Health of the Republic of Indonesia in 2008. The purpose this study is to ascertain factors that influence customer satisfaction with health services provided by Annisa Tangerang General Hospital ER. These factors include responsive, reliability, assurance, emphaty and tangible. Statistical analysis applied in the survey to analyze the problem was linear regression. The result describes that responsive factor is the only factor that influence customer satisfaction. reliability, assurance, emphaty, and tangible has not been an evidence to influence customer satisfaction. Results of this research provide recommendation to General Hospital Annisa Tangerang management in the improvement of the health service quality in the ER General Hospital Annisa Tangerang with more focus to the prompt health services.
- No. Panggil 658.4 KIY k
- Edisi
- Pengarang Kiyato
- Penerbit Jakarta Universitas Esa Unggul 2010
