Open AccessStudi Literatur : Faktor Penyebab Ketidakpuasan Pasien di Pelayanan Pendaftaran Rawat Jalan RSU Haji Surabaya 2020
Author(s) -
Agni Candramawa Sholikha,
Rossalina Adi Wijayanti,
Novita Nuraini
Publication year - 2020
Publication title -
jurnal rekam medik dan informasi kesehatan
Language(s) - English
Resource type - Journals
ISSN - 2721-866X
DOI - 10.25047/j-remi.v2i1.2112
Subject(s) - empathy , dimension (graph theory) , reliability (semiconductor) , quality assurance , service quality , medicine , patient satisfaction , service (business) , validity , family medicine , nursing , business , psychiatry , marketing , clinical psychology , power (physics) , physics , mathematics , quantum mechanics , pure mathematics , psychometrics
Patient satisfaction is the result of the patient's assessment of the service received based on truth and reality that is then compared to his expectations. The results of observations made by researchers at Surabaya Haji Hospital based on medical record data on the number of outpatients visiting Surabaya Haji Hospital in January to March 2020 there is a decrease in the number of outpatient visits each month. The purpose of this study was to determine the level of patient satisfaction in the outpatient registration at RSU Haji Surabaya. This study uses a literature review method of 10 journals using measurement techniques of 5 dimensions of health service quality, namely tangibles, reliability, responsiveness, assurance, and empathy. The results of the literature review indicate that the satisfaction of the quality dimension is considered the most satisfied is the dimension of assurance and reliability, while the highest dimension of dissatisfaction is the dimension of tangibles and empathy.