Analysis on the Influence of Perception on Nursing Care Service Quality to The Clinets Satisfaction at the Inpatient Unit of Puri Asih Public Hospital in Salatiga

Abstract

Nursing service is an intergral part of health services at a hospital which has an impact in achieving high quality and performance of a hospital. Nurses are the biggest part of professional health workers in a hospital and interact directly sevice quality should be improved. The objective of this research was to analyze the influence of the perception on nursing care service quality to the client’s satisfaction at the Inpatient Unit of Puri Asih Public Hospital in Salatiga. This study was an observational research with survey method and cross-sectional approach. Data were collected by interviews using structured questionnaires toward 96 respondents and statistically analyzed by logistic regression. The result of this research showed thet most of the respondents were female (62.5%), graduated from Senior High School (36.5%), and worked in private sectors (34.4%).The percentage of the respondents’ perceptions on the nurses who were not reliable was 34.4%, on the nurses who were not responsive was 28.1%, on th nurses who were not assured 20.8%, on the nurses who were not empathy was 49.0%, and on the nurses who were not tangible was 50.0%. The percentage of the respondents who were not satisfied towards nursing care services was 31.3%. The variable of reliability, responsiveness, assurance, empathy, and tangible had a significant relationship with the clients’ satisfaction at the inpatient unit. Based on multivariate analysis, the variables of reliability, responsiveness, assurance, and empathy together influenced the clients’ satisfaction. Sumber Utama : www.mikm.undip.ac.id