FAKTOR FAKTOR YANG MEMPENGARUHI KEPUASAN PASIEN RAWAT JALAN DALAM PELAYANAN KESEHATAN DI RSU AL-ISLAM H.M MAWARDI KRIAN

HARIYANTI, NINIEK (2025) FAKTOR FAKTOR YANG MEMPENGARUHI KEPUASAN PASIEN RAWAT JALAN DALAM PELAYANAN KESEHATAN DI RSU AL-ISLAM H.M MAWARDI KRIAN. Skripsi thesis, STIKES MAJAPAHIT.

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Abstract

ABSTRACT : This research was motivated by the researcher's curiosity about the role of RSU Al-Islam HM. Mawardi, a health institution in Sidoarjo which has been operating since 1984, provides medical care and creates an environment based on Islamic values, professionalism and customer satisfaction. Researchers focus on analyzing outpatient service factors such as reliability, responsiveness, assurance, empathy and physical evidence. This study aims to determine the extent to which these factors influence the level of patient satisfaction at RSU Al-Islam HM. Mawardi. This study used an analytical observational design with a cross-sectional approach to explore the influence of factors (independent variables) on outpatient satisfaction. Independent variables include reliability, responsiveness, assurance, empathy, and physical evidence, while the dependent variable is the level of patient satisfaction. The study population was 338 patients per day with a sample of 77 patients. The results show that the majority of respondents are women with higher education and work in the private sector. However, only 13.0% of respondents felt satisfied, while 87.0% were less satisfied. The analysis found there was no significant relationship between reliability, responsiveness, empathy, physical evidence and patient satisfaction, but there was a significant relationship between guarantee and outpatient satisfaction levels. Further research is needed to explore certain aspects of improving the quality of health services at RSU Al- Islam HM Mawardi, including evaluating reliability, responsiveness, guarantees, empathy, physical evidence, as well as improving facilities and infrastructure to ensure optimal service for patients.

Item Type:	Thesis (Skripsi)
Subjects:	R Medicine > RT Nursing
Divisions:	Faculty of Medicine, Health and Life Sciences > School of Medicine
Depositing User:	Unnamed user with email libstikesmajapahit@gmail.com
Date Deposited:	29 Oct 2025 01:57
Last Modified:	29 Oct 2025 01:57
URI:	http://repo.stikesmajapahit.ac.id/id/eprint/890

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