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dc.contributor.advisorSalim, Sitti Raha Agoes
dc.contributor.advisorArifin
dc.contributor.authorPanggabean, Putri
dc.date.accessioned2015-07-10T02:19:45Z
dc.date.available2015-07-10T02:19:45Z
dc.date.issued2015-07-10
dc.identifier.otherZulhelmi
dc.identifier.urihttp://repository.usu.ac.id/handle/123456789/48400
dc.description127032243en_US
dc.description.abstractPatients will be satisfied when health service quality provided by health care providers is in line with what they have expected. Bad health service quality in all over the country has caused patients to be disappointed. The number of the residents in Medan who take medicinal visit to foreign countries is increasing. There were 5,121 people who did medicinal visit in 2012, and it increased to 7,741 people in 2013. The objective of the research was to analyze the influence of perception on health service quality on the satisfaction and intensity of the residents in Medan who took medicinal visit to foreign countries. The research was an explanatory research. The population was the citizens of Medan who had taken medicinal visit to foreign countries during the period of June-August, 2014, and 108 of them were used as the samples, taken by using non-probability sampling technique. The data were gathered by conducting interviews with questionnaires and analyzed by using multiple linear regression analyis and mediation test with product of coefficient strategy at α = 0.05. The result of the research showed that statistically, there was positive and significant influence of the perception on health service quality which included administrative service, doctors’ service, nurses’ service, medical supporting service, medical personnel’s service, facility on satisfaction, and cost had negative but significant influence. Satisfaction had negative but significant influence on the intensity of taking medicinal visit to foreign countries which indicated that the more satisfied the people with health service was, the less intensified they took medicinal visit to foreign countries. The perception on health service quality influenced the intensity of taking merdicinal visit to foreign countries after the variable being mediated by the variable of satisfaction which indicated that the better one’s perception on health service quality was, the more satisfied he was which would lessen the intensity of taking medicinal visit to foreign countries. It is recommended that 1) the government a) change the way of thinking and the way health care providers act in providing health service through the collaboration of the hospital with foreign count, b) monitor and evaluate the implementation of legal provisions which regulate any cases on hospital, 2) Hospital Association and Professional Organization a) increase the role in controlling the service quality which can satisfy patients through the channel of patient complaint and its follow-up, b) monitor each specified field in developing hospital in order to anticipate its consumers’ needs, 3) Public and private hospitals in Medan a) develop customer oriented service, b) improve service quality such as doctors should be more communicative and feel empathy with patients and nurses should be hospitable and generous in serving patients.en_US
dc.description.abstractKepuasan pasien akan terpenuhi apabila kualitas pelayanan kesehatan yang diberikan oleh jasa pelayanan kesehatan sesuai dengan yang diharapkan pasien. Kualitas pelayanan kesehatan dalam negeri yang belum baik menyebabkan pasien tidak puas. Jumlah warga Kota Medan yang berobat keluar negeri terus mengalami peningkatan, tahun 2012 berjumlah 5.121 orang dan tahun 2013 meningkat menjadi 7.741 orang. Penelitian ini bertujuan untuk menganalisis pengaruh persepsi tentang kualitas pelayanan kesehatan terhadap kepuasan dan intensitas warga Kota Medan berobat keluar negeri. Jenis penelitian survei explanatory. Populasi dalam penelitian ini adalah warga Kota Medan yang sudah pernah atau akan berobat keluar negeri periode bulan Juni-Agustus 2014. Sampel berjumlah 108 orang, diambil dengan teknik non probability sampling. Data diperoleh dengan wawancara menggunakan kuesioner, dianalisis dengan uji regresi linier berganda dan uji mediasi menggunakan Sobel test strategi product of coefficient pada α=0,05. Hasil penelitian menunjukkan bahwa secara statistik persepsi tentang kualitas pelayanan kesehatan meliputi; pelayanan administrasi, pelayanan dokter, pelayanan perawat, pelayanan penunjang medis, pelayanan petugas obat, fasilitas, berpengaruh positif signifikan dan biaya berpengaruh negatif signifikan terhadap kepuasan dan kepuasan berpengaruh negatif signifikan terhadap intensitas berobat keluar negeri. Persepsi tentang kualitas pelayanan kesehatan berpengaruh terhadap intensitas berobat keluar negeri setelah dimediasi variabel kepuasan. Disarankan kepada; (1) Rumah Sakit Pemerintah dan Swasta Kota Medan; (a) mengupayakan peningkatan pelayanan (administrasi, dokter, perawat, penunjang medis, petugas obat, fasilitas, dan biaya) dengan cepat dan tepat, (b) mengupayakan pelatihan “service excellent” bagi petugas kesehatan yang berhubungan langsung dengan pasien secara berkala. (2) Pemerintah melakukan monitoring dan evaluasi pelaksanaan peraturan perundangan yang mengatur bidang rumah sakit. (3) Asosiasi Rumah Sakit Pemerintah dan Swasta serta Organisasi Profesi; (a) mengupayakan peningkatan peran dalam mengontrol kualitas pelayanan yang memuaskan pasien melalui saluran layanan keluhan dan dilakukan tindak lanjut, b) melakukan pemantauan sesuai spesifikasi bidangnya dalam membina rumah sakit untuk mengantisipasi kebutuhan pasien sebagai konsumen. (4) Masyarakat yang hendak berobat keluar negeri agar memahami diri dan berhati-hati dalam memilih layanan medis pada tempat yang dituju.en_US
dc.language.isoiden_US
dc.subjectService Qualityen_US
dc.subjectSatisfactionen_US
dc.subjectIntensity of Doing Medicinal Visit to Foreign Countriesen_US
dc.titlePengaruh Persepsi Tentang Kualitas Pelayanan Kesehatan Terhadap Kepuasan dan Intensitas Warga Kota Medan Berobat Keluar Negerien_US
dc.typeMaster Thesesen_US


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