Pengaruh Harapan terhadap Persepsi Pasien tentang Mutu Pelayanan di Instalasi Rawat Inap RSUP H. Adam Malik Medan Tahun 2007

Abstract

A hospital should always pay attention and improve its quality of service in order to be able to face hospital competition in fighting for health service market and be patient-satisfaction oriented by paying attention to patient's expectation on quality of service. The purpose of this analytical survey study is to analyze the influence of patient characteristic on patient's and influence of expectation perception of the quality of service in the In-Patient Installation of Adam Malik General Hospital Medan. The data for this study were obtained by means of distributing questionnaires to the 77 samples selected through Purposive Sampling Technique comprising regular patients who were hospitalized for at least two days in the second class ward from July to August 2007. The result of multivariate regression analysis reveals that I (one) variable of patient characteristics, post-treatment condition, has an influence on expectation with value of significance 0.000 and regression coefficient of 0.596 and, expectation has an influence on quality of service with value of significance 0.046 and regression coefficient of 0.353. Adam Malik General Hospital Medan is expected to be able to improve the aspect of quality of service especially in terms of reliability, responsiveness and empathy by providing continuous education and training which is appriorate to the role, function and duty of respective health workers in order to achieve a professional service.