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PENGARUH PELAYANAN PADA TINGKAT KEPUASAN PASIEN RAWAT JALAN LABORATORIUM RUMAH SAKIT UNIVERSITAS MUHAMMADIYAH MALANG

Hasanah, Wafiya (2019) PENGARUH PELAYANAN PADA TINGKAT KEPUASAN PASIEN RAWAT JALAN LABORATORIUM RUMAH SAKIT UNIVERSITAS MUHAMMADIYAH MALANG. Bachelors Degree (S1) thesis, University of Muhammadiyah Malang.

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Abstract

Background: The existence of a clinical laboratory is very necessary to help establish a diagnosis. Outpatients who use laboratories can determine the satisfaction of seeing the ease of all forms of service, comfort, and laboratory trust. Outpatient assessment of the quality of laboratory services is important as a reference in improving services so that the creation of patient satisfaction and creating loyalty from patients. Objective: To determine the effect of service on the level of satisfaction of outpatient patients at the Hospital laboratory, University of Muhammadiyah Malang. Methods: Analytical observational with cross sectional approach. Sampling using simple random sampling with a total of 232 outpatient hospitals at the University of Muhammadiyah Malang with 15 questions. Bivariate analysis is Mann-Whitney and for Multivariate is regretion multinominal. Research and Discussion: Mann-Whitney bivariate analysis shows that all service components have an effect because they have a significance value of 0,000 (p<0,05). The value of outpatient satisfaction with laboratory services is 85.3%. Among the fourteen service variables, the highest level of very satisfied is the professionalism variable of the officers in the sampling that is 35.9%, the highest level of satisfaction of the variable is the information given before taking specimens 93.5%. Conclusion: There is an influence between service and satisfaction of outpatient hospital laboratory University of Muhammadiyah Malang.

Item Type: Thesis (Bachelors Degree (S1))
Student ID: 201510330311092
Keywords: Patient satisfaction, hospital laboratory, outpatient, universitas muhammadiyah malang hospital.
Subjects: R Medicine > R Medicine (General)
Divisions: Faculty of Medicine > Department of Medicine (11201)
Depositing User: Retno Widiyastuti Ika Wijaya
Date Deposited: 23 Apr 2019 03:00
Last Modified: 23 Apr 2019 03:00
URI : http://eprints.umm.ac.id/id/eprint/45958

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