| dc.description.abstract | An increasingly complex society and the modern with the support of the
higher education community, the social structures and environments of life that
requires the government to continue to develop and improve in this case about the
service provided to be more qualified. Jember Parun Hospital as one of public service
institutions that perform services on health care, it should provide a quality service so
as to achieve customer satisfaction. Moreover, this service is very important because
it relates to the safety of users of health services. In this study, problem formulation
used is how the Health Care Satisfaction in Hospital Outpatient Pulmonary Jember.
The purpose of this study is to determine the User Experience Health Care Hospitals
Outpatient Pulmonary Jember.
The research method used is descriptive research methods with quantitative
data. Samples taken totaled 150 respondents customer due diligence vehicles using
accidental sampling. The research was conducted at the Hospital of Lung Jember on
October 28 to 28 November 2012. Collecting data used were interviews, observation,
questionnaires, documentation and literature.
Analysis of data used by the authors that uses analysis (IKM) Community
Satisfaction Index score is by calculating expectations with perceptions of the
applicant. Measuring the level of service quality in the analysis model is based on
several items designed to measure patient satisfaction or pelanggangn. The gap
between the perception and the expectation is seen berdasarksan 14 elements,
namely: service procedures, conditions of service, clarity of service personnel,
service personnel responsibility, discipline service personnel, service personnel
iii
responsibility, speed of service, justice get service, courtesy and friendliness of the
staff, the reasonableness of the cost service, cost of service assurance, service
assurance schedules, environmental comfort, and security services.
The results obtained with the method of calculation of SMEs in mind that the
health service satisfaction Hospital Outpatient Pulmonary Jember 73.25 HPI value to
the quality of service B. The results are still under the category of elements of the
highest scores (81.26 to 100) or the category A. | en_US |
