Karya Tulis Ilmiah

ANALISIS KUALITAS PELAYANAN KESEHATAN PADA KEPUASAN PASIEN DI INSTALASI RADIOLOGI BERDASARKAN METODE SERVQUAL

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Psychologically, patient satisfaction is an emotional condition that may manifest as feelings of pleasure or disappointment experienced by an individual or consumer. These feelings arise from a comparison between the individuals expectations prior to receiving a service or product and the actual experience received. In this matter, patient satisfaction fosters a positive relationship between the healthcare provider and the patient, encouraging word-of-mouth recommendations and increasing the likelihood of repeated visits. For this reason, to achieve the patient satisfaction, high-quality service delivery is essential, and one commonly used framework for measuring service quality is the Servqual method. This method encompasses five key dimensions widely used to assess service quality like responsiveness, assurance, tangibles, empathy and reliability.rnThis research aims to analyse the quality of healthcare services in relation to the patient satisfaction undertaken at radiology department, based on the Servqual method. This research applied a qualitative method with descriptive approach. As for the data, they were collected through questionnaires completed by the patients, using a four-point Likert scale. The questionnaires were distributed to 80 patients who had undergone radiological examinations. Thereafter, the collected data were then analysed using descriptive statistics, specifically univariate analysis by calculating the mean value for each Servqual dimension. These results were then categorized according to the value ranges defined by the Likert scale.rnResults of this research show that all five Servqual dimensions fell within the very satisfied category of patient satisfaction, based on the Likert scale scores. The mean values for each dimension were as follows: responsiveness – 3.86, tangibles – 3.91, reliability – 3.90, assurance – 3.93, and empathy – 3.93.

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Informasi Detail

Judul Seri

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No. Panggil

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Penerbit

Jakarta : Jurusan Teknik Radiodiagnostik dan Radioterapi., 2025

Deskripsi Fisik

14 + 0pages: 21 x 29cm.

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

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Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Kualitas Pelayanan

Info Detail Spesifik

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Pernyataan Tanggungjawab

Fatimah Azzahra

Versi lain/terkait

Lampiran Berkas

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