Nopriwan, Nopriwan and Arso, Septo Pawelas and Nurjazuli, Nurjazuli (2022) Analisis Pengaruh Persepsi Pasien tentang Mutu Pelayanan terhadap Kepuasan Pasien Rawat Jalan Unit Kedokteran Nuklir Instalasi Radiologi RSUP Dr. Kariadi Semarang. Masters thesis, UNIVERSITAS DIPONEGORO.

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Abstract

The form of excellent service quality is often discussed in previous studies, including through
indicators; tangibles, responsiveness, assurance, empathy and reliability (Parasuraman concept). In
this study, the service quality variable used is different from previous studies, namely using the
Kennedy & Young theory, which uses indicators; availability, responsiveness, convenience and on
time. The purpose of the study was to analyze the effect of patient perceptions of service quality on
outpatient satisfaction of the nuclear medicine unit at the radiology installation of RSUP Dr. Kariadi
Semarang. This type of research is observational with a quantitative approach, namely research that
intends to test hypotheses. The research analysis unit is an outpatient who comes to get services
from the nuclear medicine unit at the radiology installation of RSUP Dr. Kariadi Semarang in
February 2022, as many as 314 patients, a sample size of 86 respondents was taken through simple
random sampling.
The results show that: the service quality variable affects the overall satisfaction variable,
with an R2
value of 0.389, a 38.90% change in the overall satisfaction variable due to the
simultaneous influence of availability, responsiveness, convenience and timeliness variables. The
service quality variable has an effect on the expectation variable with an R2
value of 0.456, a
45.60% change in the expectation variable due to the simultaneous influence of the availability,
responsiveness, convenience and timeliness variables. The service quality variable affects the
experience variable with an R2
value of 0.454, a 45.40% change in the experience variable due to
the simultaneous influence of the availability, responsiveness, convenience, and timeliness
variables. The conclusion of this study is that the service quality variable has a positive effect on
patient satisfaction in the Outpatient Nuclear Medicine Unit, Radiology Installation, Dr. Kariadi
Semarang.

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