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Penelitian ini membahas hubungan antara kualitas layanan, kepuasan, dan loyalitas pasien. Penelitian ini adalah penelitian kuantitatif dengan desain studi cross-sectional. Responden berjumlah 96 orang dan merupakan pasien yang harus melakukan kunjungan ulang. Hasil analisis statistik menunjukkan tidak terdapat hubungan antara penilaian kualitas layanan dengan karakteristik pasien (p-value > 0,05). Tidak terdapat hubungan antara kepuasan dengan karakteristik pasien (pvalue > 0,05). Tidak terdapat hubungan antara loyalitas pasien dengan karakteristik pasien (p-value > 0,05). Terdapat hubungan antara kualitas layanan dengan kepuasan pasien (p-value = 0,000).Terdapat hubungan antara kepuasan dengan loyalitas pasien (p-value = 0,0002). Terdapat hubungan antara kualitas layanan dengan loyalitas pasien (p-value = 0,037). Kembalinya pasien dapat dikarenakan kepercayaan terhadap dokter. Tidak kembalinya pasien dapat dikarenakan pasien kecewa pada pelayanan atau beralih ke sarana pelayanan lain. Kata kunci: karakteristik, kualitas, kepuasan, loyalitas
This research discussed the relationship of service quality, satisfaction, and patient loyalty. This was a quantitative research with cross-sectional design of study. Data was acquired from 96 respondents who were required to do control by physician. Statistical findings demonstrated that there was no difference of satisfaction service quality with patient’s characteristics (p-value > 0,05). There was no difference of satisfaction with patient’s characteristics (p-value > 0,05). There was no difference of patient loyalty with patient’s characteristics (p-value > 0,05). There was relationship between each dimension of service quality with patient’s (p-value > 0.000). There was relationship between of satisfaction with patient loyalty (p-value > 0.0002). There was relationship between service quality with patient loyalty (p-value > 0.037). Actual return behavior could be influenced by the patient’s trust to physician. Unreturned behavior of patient due to disappointment ni service quality or switch to another service of facility Key words: characteristic, quality, satisfaction, loyalty
Background: Schizophrenia is a disease that experiences one or more abnormal functions that interfere with a person's autonomy in work, education, social relations, and self-reliant life. People with schizophrenia disease are candidates for psychosocial rehabilitation. One of the services in RS. Dr. H. Marzoeki Mahdi Bogor is a psychosocial rehabilitation service. Objectives: Assessing the quality impact of psychosocial rehabilitation services on the performance of personal and social functions in schizophrenia patients in Dr. H. Marzoeki Mahdi Bogor Hospital in 2020. Method: Combination Research namely quantitative and qualitative research that begins with quantitative research of 39 patients according to the criteria of inclusion and continued with qualitative research by conducting in-depth interviews, and observation of psychosocial rehabilitation services. Hypotheses Data with bivariate relationship tests. Results: There are significantly related to CI 95% are age, education, relapse frequency, tangibles, reliabelity, responsiveness, assurance and Emphaty. Conclusion: Good quality of service can change the performance capacity of personal and social functions schizophrenia patients and advised to the installation of psychosocial rehabilitation to improve the competence of nurses and other staff with education and training, improvement of facilities and infrastructure, and increase cooperation and coordination with cross-sector.
