Abstrak Hubungan Kepuasan Pasien Dengan Mutu Pelayanan
Abstrak Hubungan Kepuasan Pasien Dengan Mutu Pelayanan
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ABSTRACT
The patient as the user of the health service demands the appropriate services.
Differences in public perceptions about the quality of care for JKN patients and general
patients in the hospital became a polemic that always contained in print and electronic media.
The purpose of this research is to know the difference of perception between JKN patient and
general to the quality of health service in public hospital in Kendari city.
This type of research is quantitative research using retrospective research design.
The population in the study were all patients who came outpatient treatment with amount 96
people. The research sampling amount 96 people consisting of 48 JKN patient and 48 of
general patient. Analytical method using mann-withney test.
The result showed that there was difference of perception between general patient
and patient of JKN on quality of administration service (p = 0,032), there was no difference of
perception between general patient and patient of JKN on quality of physician service (p =
0,784), there was no difference of perception between general patient And JKN patient on
nursing service quality (p = 0,873) and There is no difference of perception between general
patient and patient of JKN toward quality of facility and infrastructure (p = 0,393).
From the research results suggested for the hospital improve the quality and quality of
health services through improvement and improvement of the completeness of facilities and
infrastructure, education and training for health workers to improve the professionalism in
providing services