UNIVERSITAS AIRLANGGA



Detail Article

Jurnal Administrasi Kesehatan Indonesia

ISSN 23033592

Vol. 2 / No. 4 / Published : 2014-04

Order : 3, and page :235 - 242

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Original Article :

Assessment of patient satisfaction for the quality of care in hospital outpatient departement of h.s. samsoeri mertojoso surabaya

Author :

  1. Ameilia Kurnia Sari*1
  2. Ratna Dwi Wulandari*2
  1. Mahasiswa Fakultas Kesehatan Masyarakat
  2. Dosen Fakultas Kesehatan Masyarakat

Abstract :

The number of patient at H.S Samsoeri Mertojoso Surabaya hospital were decreased more than 10% in ealier 2014 showed that there was problem with it quality service. The quality dimensions of health care service are correlated with aspect respect and caring, fairness of service, information, efficiency, first impression, and staff diversity of hospital. This was descriptive study with cross sectional method. There were 134 respodents calculated with stratified random sampling (p<0,05). Data were collected by quistionaire. The dominan satisfaction factors was identified by linier regression statistic. The satisfaction on the fairness aspect of patient were less satisfied for 38,1% respondents. It was the aspects with the lowest satisfaction rate. It showed that fairness aspect of hospital need to be improve.

Keyword :

assessment, service quality dimensions,


References :

Azwar, A.,(1996) Menjaga Mutu Pelayanan Kesehatan Jakarta : Pustaka Sinar Harapan

Kotler, P.,(2003) Manajemen Pemasaran: Analisis, Perencanaan, Implementasi, dan Kontrol Jakarta : Prenhallindo

Rahmawati, A F.,(2013) Mutu Pelayanan Kesehatan Berdasarkan Dimensi Dabholkar Di Ruang Rawat Inap Penyakit Dalam Vol. 1(2) : Jurnal Administrasi Kesehatan Indonesia

Nofiana, H., Sugiarsi, S.,(2011) Hubungan Mutu Pelayanan Pendaftaran Dengan Kepuasan Pasien Rawat Jalan Di Rumah Sakit PKU Muhammadiyah Karanganyar Vol. 5(1) : Jurnal Kesehatan

Supriyanto S., Wulandari R.D.,(2011) Manajemen Mutu Pelayanan Kesehatan Yogyakarta : Persetakan Pohon Cahaya

Tjiptono, F.,(2006) Manajemen Pelayanan Jasa Yogyakarta : Andi

Tjiptono, F.,Chandra, G.,(2005) Service Quality Satisfaction Yogyakarta : Andi





Archive Article

Cover Media Content

Volume : 2 / No. : 4 / Pub. : 2014-04
  1. Pregnant Patient Satisfaction In The Process Of Vertical Referral Mother And Child Health Care
  2. Capacity Planning As An Effort To Decrease Net Death Rate In Neonatal Room
  3. Assessment Of Patient Satisfaction For The Quality Of Care In Hospital Outpatient Departement Of H.s. Samsoeri Mertojoso Surabaya
  4. Determinant Factorsoflong-time Outpatient Medical Records Provision In Dr. Moh. Soewandhie Hospital Surabaya
  5. Influence Of Individual Characteristics, Psychology And Social To The Place Deliveries Selection In Health Facilities
  6. Antenatal Care Service Quality Benchmarking In Public Health Center Based On Juran Trilogy
  7. Influence Of Leadership On The Dr. Soegiri General Hospital Lamongan Performance
  8. Implementation Of National Health Insurance Policy On Midwives Practice In Bangkalan Health Centers Region

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