Nurbayti, Fitri (2021) Analisis Kepuasan Masyarakat Terhadap Kualitas Pelayanan Publik RS Bina Sehat di Kabupaten Jember Pada Masa Pandemi Covid-19. (Analysis of Community Satisfaction on the Quality of Public Service at Bina Sehat Hospital in Jember Regency During the Pandemic Covid-19). Masters thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
The research was conducted at the Bina Sehat Hospital in Jember Regency as one of the health service providers to always improve the quality of its services during the Covid19 pandemic. To be able to improve the quality of service, it must first be known whether the services provided to patients during this pandemic have met the patient's expectations or not. In this study, using a quantitative method with accidental sampling where the collection is carried out directly on the spot with 50 respondents. Processing data using SPSS which produces the following results, the multiple linear regression equation shows a value of o (constant) of 3.458 and has a positive value. This value means that if the independent variables Reliability, Responsive, Assurance, Tangibles and EMPATY are equal to 0 (zero), then = Patient Satisfaction is 3.458. From the results of the overall hypothesis that Service Quality through the variables Reliable, Responsive, Assurance, Tangible and Empathy has the most influence on community / patient satisfaction at Bina Sehat Hospital Jember Regency. In the research results for the satisfaction of hospital patients, they are satisfied with the services they get. Thus, patients can provide information to the people of Jember who will seek treatment or have themselves checked at Bina Sehat Hospital, Jember Regency. Keywords : Service Quality, Community Satisfaction With Service Quality, Public Service
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Kualitas Pelayanan, Kepuasan Masyarakat Terhadap Kualitas Pelayanan, Pelayanan Publik |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Magister Ilmu Administrasi |
| Depositing User: | 1161900010 FITRI NURBAYTI |
| Date Deposited: | 04 Apr 2023 06:31 |
| Last Modified: | 13 Apr 2023 04:20 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/23339 |
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