Mahadewi, Erlina Puspitaloka (1998) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUTUSAN MEMILIH RAWAT INAP DI RS. TELOGOREJO SEMARANG. Masters thesis, Faculty Of Economics and Business.

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Abstract

The decision to choose and satisfaction is the perception of a health service
product or service that meets consumer expectations. The customer satisfaction
is the result of the accumulation of consumers or customers in using products or
services. The quality of health services is the degree to which the needs of the
community or individuals are met for health services in accordance with good
professional standards by using resources in a reasonable, efficient, effective
manner within the limited capacity of the government and society, as well as being
carried out safely and satisfying customers in accordance with established norms
and ethics. good. Based on observations made by distributing customer feedback
questionnaires at Telogorejo Hospital, Semarang, Central Java Indonesia, patient
satisfaction in inpatients from January to December 1998, the results of data
processing for patient satisfaction obtained results of 76%, where there were
around 24% who felt inadequate satisfied with the inpatient services provided by
Telogorejo Hospital Semarang, Central Java. The purpose of this study was to
determine the analysis of patient satisfaction and the decision to choose the quality
of hospital inpatient services. This study used a descriptive observational method
with a cross sectional research design. The sample in this study was 62 inpatients
with the sampling technique using simple random sampling. This research was
conducted by filling out a questionnaire by the patient. Data analysis was
performed by univariate and bivariate test analysis. The results of this study
showed that patient satisfaction based on the quality dimension of reliability was
79.61%, patient satisfaction based on the assurance dimension was 80.06%,
patient satisfaction based on the quality dimension of tangibility was 81.67%,
patient satisfaction based on the quality dimension of empathy was 78.12%,
customer satisfaction patient based on responsiveness 77.80% and patient
satisfaction in general 78.06%. From the results of the studies it can be concluded
that Telogorejo Hospital still has to set more consistent quality standards for
inpatient services so that the achievement of satisfaction and the decision to
choose patients for inpatient services can be further increased in the future.

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