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Disusun Oleh :
ARIF WIDANARKO
J 410101003
Disusun Oleh :
ARIF WIDANARKO
J 410101003
1
Arif Widanarko J410101003
ABSTRACT
Traffic levels reflect overall hospital performance and high performance can be
achieved because of patient satisfaction with hospital services DR. Moewardi
especially in Medical Rehabilitation unit, then the decline in the number of visits
can be an indicator of patients not achieving patient satisfaction with medical
care in a hospital rehabilitation unit DR. Moewardi. The purpose of this study is
knows the effect of physiotherapy services officer on patient satisfaction in the
Hospital Medical Rehabilitation unit DR. Moewardi.
The method of study used cross-sectional design to determine the relationship of
the quality of physiotherapy services at the hospital DR Moewardi Surakarta on
outpatients satisfaction. The population in this study were all outpatients at the
physiotherapy hospital DR Moewardi Surakarta, samples used in this study were
taken by the method of convenience sampling of 100 respondents in the sample.
Statistical tests using multiple linear regression using SPSS 21.
Results of the research showed that there is an influence of quality physiotherapy
service personnel action against the level of patient satisfaction (p-value <0.05)
with large variations in patient satisfaction rate changes by variations in quality
of care measures changes in officer physiotherapy at 80.3%, while the remaining
19, 7% influenced by factors other than hospitality workers physiotherapy,
physiotherapy attendant attention, courtesy officer physiotherapy, physiotherapy
officer patience, and empathy physiotherapy officer.
3
PERNYATAAN
Dengan ini saya menyatakan bahwa skripsi ini adalah hasil pekerjaan saya sendiri
dan di dalamnya tidak terdapat karya yang pernah diajukan untuk memperoleh
gelar kesarjanaan di suatu perguruan tinggi dan lembaga pendidikan lainnya.
Pengetahuan yang diperoleh dari hasil penerbitan maupun yang belum/tidak
diterbitkan sumbernya dijelaskan di dalam tulisan dan daftar pustaka.
Arif Widanarko
iii
BIODATA
v
KATA PENGANTAR
vi
6. Ayah & Bundaku, serta adik-adikku yang selalu memberikan doa, dorongan
dan motivasi kepada saya.
7. Rekan-rekan Kost Pak Waluyo “ Mas Dian, Mas Mulyoto, Mas Herry
Wibowo, Gede, Wahyu, Lilik dan Tebe”
8. Semua pihak yang telah membantu dan memberikan petunjuk yang tidak
dapat penulis sebutkan satu persatu dalam penyusunan skripsi ini.
Harapan dari penulis semoga skripsi ini dapat bermanfaat bagi pembaca
umumnya dan penulis pada khususnya.
vii
DAFTAR ISI
Halaman
HALAMAN JUDUL........................................................................................ i
ABSTRAK
ABSTRACT
HALAMAN PERSETUJUAN ......................................................................... ii
HALAMAN PERNYATAAN ........................................................................ iii
HALAMAN PENGESAHAN .......................................................................... iv
BIODATA ....................................................................................................... v
KATA PENGANTAR ..................................................................................... vi
DAFTAR ISI .................................................................................................... viii
DAFTAR TABEL ............................................................................................ ix
DAFTAR GAMBAR ....................................................................................... x
DAFTAR LAMPIRAN ................................................................................... xi
BAB I PENDAHULUAN ........................................................................... 1
A. Latar Belakang Masalah ............................................................ 1
B. Perumusan Masalah ................................................................... 4
C. Tujuan Penelitian ....................................................................... 4
D. Manfaat Penelitian .................................................................... 5
BAB II LANDASAN TEORI ...................................................................... 6
A. Rumah Sakit ............................................................................. 6
B. Pelayanan Rumah Sakit ............................................................ 7
C. Kualitas Tindakan Fisioterapi ................................................... 8
D. Peran dan Fungsi Fisioterapi .................................................... 9
E. Kompetensi Interpersonal Fisioterapi ....................................... 9
F. Kepuasan Pasien ....................................................................... 20
G. Kerangka Teori .......................................................................... 25
H. Kerangka Konsep ..................................................................... 26
I. Hipotesis .................................................................................... 26
viii
BAB III METODOLOGI PENELITIAN ...................................................... 27
A. Jenis dan Rancangan Penelitian................................................. 27
B. Lokasi dan Waktu Penelitian .................................................... 27
C. Populasi dan Sampel ................................................................. 27
D. Instrumen Penelitian ................................................................. 29
E. Definisi Operasional .................................................................. 33
F. Teknik Analisis Data ……………………………………… .... 34
BAB IV HASIL PENELITIAN DAN ANALISIS DATA ........................... 37
A. Gambaran Umum RSUD Dr. Moewardi Surakarta .................. 37
B. Analisis Univariat ...................................................................... 38
C. Analisis Multivariat .................................................................. 39
BAB V PEMBAHASAN ............................................................................. 41
A. Kualitas Pelayanan .................................................................... 43
B. Kepuasan Pasien ....................................................................... 44
BAB VI KESIMPULAN DAN SARAN ....................................................... 47
A. Kesimpulan ................................................................................ 47
B. Saran ......................................................................................... 48
DAFTAR PUSTAKA
LAMPIRAN
ix
DAFTAR TABEL
Tabel Halaman
x
DAFTAR GAMBAR
Gambar Halaman
xi
DAFTAR LAMPIRAN
Lampiran
1. Informed Consent
2. Kuesioner Penelitian
5. Dokumentasi Penelitian
xii