PENGARUH KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN DI RUMAH SAKIT IBU DAN ANAK PERMATA HATI MAKASSAR TAHUN 2016

Diterbitkan : 7 September, 2018 - Kategori Kesehatan, Vol. 7 No. 2 Juni 2017

Oleh: Armanto Makmun

Abstract
Mothers and Children’s Hospital or which can be abbreviated to RSIA is a service company that is equipped with facilities to give birth,` prenatal care, as well as maternals and children’s checkup under the supervision of a doctor and senior midwife. Permata Hati, Mother and Child Hospital, is one of the special Hospitals in Makassar that had stood since 2010. The hospital now has a good human resources in the field of medical and non-medical as many as 60 people, with an average of approximately 300 visits inpatients every year. To analyze the influence of the quality of interaction that includes attitudes and behavior, influence of the quality of the physical environment that includes environmental conditions and the condition of interaction, influence of the quality of results that includes waiting time and the physical evidence, and to analyze the most dominant variables which influence patient satisfaction in Mother and Child hospital Permata Hati Makassar. This research is a quantitative research in form of analytic survey with cross sectional design that describes the dynamics of the correlation between the independent variable and the dependent variable at the same time aiming to uncover the influence of attitudes, behavior, skill, environment, design, condition of interaction, waiting time, physical evidence, and valence to patients’ satisfaction in Mother and Child Hospital, Permata Hati Makassar.The result of this study indicates that: (1). There is influence of attitudes on patients’ satisfaction (p = 0.000 <0.05). (2). There is influence of behavior on patients’ satisfaction (p = 0.000 <0.05). (3). There is the influence of environmental conditions on the patients’ satisfaction (p = 0.018 <0.05). (4). There is influence of conditions of interaction on patients’ satisfaction (p = 0.000 <0.05). (5). There is influence of waiting time on patients’ satisfaction (p = 0.0000 <0.05). (6). There is significant physical evidence with the satisfaction of the patients (p = 0.0000 <0.05). (7). Variable of waiting time is the most dominant influence on patient satisfaction Keywords: Mother and Child Hospital Permata Hati, human resources and cross-sectional [download id="854" format="1"]

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