PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUTUSAN PASIEN BEROBAT RAWAT INAP DI RSUD MOEWARDI JEBRES

Abstract

The purpose of this study was to examine whether there is significant influence between quality of service with the decision for treatment of patients hospitalized at the Regional General Hospital Dr. Moewardi. Initial allegations raised in this study is that there is significant influence between quality of care by making patients at the Regional General Hospital Dr. Moewardi. The better the quality of services provided by the hospital, the higher the level of satisfaction felt by the patient. Vice versa, the worse the quality of services provided by the hospital, the lower the level of satisfaction felt by the patient. Subjects in this study are patients at the Regional General Hospital Dr. Moewardi which amounts to 100 people. Data obtained by questionnaire respondents are distributed directly to patients and analyzed by testing the validity of using the Pearson Product Moment, reliability testing with Cronbach Alpha method. Testing tools used for testing the hypothesis test is a tool that can test whether there is an average difference between the four groups of samples are mutually independent terhadsap a variable. The results of this study indicate that the test or ANOVA F-test result value of f calculated for 4532 with a significance level of 0.005. Because of the significance probability is smaller than 0.05, then the regression model can be used to predict patient satisfaction, or it can be said quality of service, place, and prices jointly influence on patient satisfaction. From the results of a calculation using the SPSS 13 shows the value of the coefficient of determination r2 = 0.124. This means that 12.4% of variance and patient satisfaction can be explained by the variable quality of service, place, and price. While the rest (100% - 12.4%= 87.6%) is explained by other factors not included in the study.