ANALYSIS OF PATIENT SATISFACTION WITH HEALTH CARE IN RSUD HAJI MAKASSAR 2013

THESIS
FACULTY OF MEDICINE
MUHAMMADIYAH UNIVERSITY MAKASSAR
January 2014
CHINTASIH MASNITARINI (10542 0197 10 )
MUH.RUM RAHIM
ANALYSIS OF PATIENT SATISFACTION WITH HEALTH CARE IN RSUD
HAJI MAKASSAR 2013
( x + 81pages + 8 appendix )
ABSTRACT
Background : The hospital as a health care facility has a strategic role in improving
health standard , health care quality is a measure of satisfaction that effect on the
patient’s desire to return to the institution , research in Jakarta found that visite
RS.Pelni doctor , how examination of the patient, the level of responsiveness ,
informality , and seniority physicians have an influence on patient satisfaction .


Assessment of Health Services through which the satisfaction level of satisfaction is
an evaluation of a person’s complete feeling ( perception ) after comparing only
between expectations and performance dimensions of which there are 5 of them in
terms of satisfaction reliability ( Reliability) , responsiveness ( responsiveness ) ,
Assurance ( Assurance ) , Empathy ( Emphaty ) & Physical Evidence ( Tangibles ) .
Objective : To determine the differences in perception between expectation and
performance ( results ) Health Services perceived by patients in hospitals Haji
Makassar .
Methods: This study is the Analytic Observational , cross sectional design .Used is
primary data in the form of questionnaire in 63 patients in hospitals Haji Makassar .
Results : After Test Using Chi – Square statistic with a significance level of 95 % was
obtained X2 count 4.80 < X2 Table of 30.144 at df ( n – 1 ) = 19 .
Conclusion : In this study were no differences between the patient’s perception of
what is expected and perceived ( performance ) Health Care in Hospital Haji
Makassar .
Keywords : health care , patient satisfaction , satisfaction dimensions ( Reliability) ,
( responsiveness ) , ( Assurance ) , ( Emphaty ) , ( Tangibles ).

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