Kepuasan Pasien yang Dirawat oleh Mahasiswa Tingkat Profesi di Rumah Sakit Gigi dan Mulut Universitas Jember yang Diukur dengan Model Servqual

Abstract

The hospital service paradigm changes from solely social service paradigm to both social and benefit oriented. It leads to a condition that the hospital has to give high quality service to reach more income. RSGM University of Jember is a teaching hospital. Its primary task is to teach dentist student of university of jember. However, it also has to provide services on teeth and mouth diseases utilizing profession grade students as practice works. However its utilization of dental unit is low, although it has complete infrastructure and devices. The research tries to study the patient satisfaction grade in which they are nursed by the students and completed within once visitation for a case. The research studies 100 samples. The sampling method is purposive sampling. Servqual model is utilized to measure the satisfaction grade. It has 5 factors as follows: tangibles, reliability, responsiveness, assurance and empathy. The result shows that all of factors simultaneously have influence to patient 's satisfaction. The correlation coefficient R2 is 0.809. Among the factors, assurance has the most dominant impact on the satisfaction grade.