Analisis faktor-faktor kualitas layanan yang mempengaruhi kepuasan keluarga pasien rawat jalan di Rumah Sakit Jiwa Menur Surabaya

Lumingkewas, Ira Reylia (2008) Analisis faktor-faktor kualitas layanan yang mempengaruhi kepuasan keluarga pasien rawat jalan di Rumah Sakit Jiwa Menur Surabaya. Masters thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Surabaya Menur Mental Hospital (SMMH) is an A class mental hospital located in East Surabaya, East Java. At present, it has 300-bed Class impatient facility for patients. SMMH gives medical services to the patients, such as outpatient, impatient and other supported facilities. To support the system, SMMH has enough medical, paramedic and administrative employees. The satisfaction of SMMH patients and the families is not depend only on the facilities but also on the services that are given by. The service quality is measured by asking the patient's family to fill the quesionaires that are given and then convert them into some degree of number with Likert Scale. The analyze about service quality (tangible, reliability, responsiveness, assurance, empathy) is processed by using SPSS. The result shows most of the respondents feel the responsiveness of the service are not good enough. In order to maintain customer satisfaction, the responsiveness of SMMH must be reviewed and improved.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Service quality, customer satisfaction.
Subjects: Business
Business > Strategic Management
Divisions: Graduate School > Master Program in Management
Depositing User: Sri Kusuma Dewi
Date Deposited: 26 Jun 2015 08:13
Last Modified: 26 Jun 2015 08:13
URI: http://repository.wima.ac.id/id/eprint/2743

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