PENGARUH MUTU PELAYANAN TERHADAP TINGKAT KEPUASAN PASIEN (Studi Kasus Puskesmas Kecamatan Pragaan Sumenep Jawa Timur)

Abstract

ABSTRACK
This study aims to determine and analyze which among the variables of
responsiveness, reliability, assurance, empathy and direct evidence that
predominantly affect the level of patient satisfaction in Puskesmas Sub District
Pragaan Sumenep regency. Type of method used in this research is survey
method. This method means that this study takes samples from the population and
uses questionnaires (questionnaires) as the main data collection instrument. In
addition, also conducted in-depth interviews to complete the data needed. Based
on the results of research can be concluded that the responsiveness affects patient
satisfaction, Based on the results of research that the reliability affect patient
satisfaction, Based on the results of research note that the variable assurance
affect patient satisfaction, Based on the results known that the variable empathy
affect patient satisfaction and That the variable of direct evidence have an effect
on to patient satisfaction.
Keywords: Quality of Service, Guarantees and Patient Satisfaction