Analysis on the Influence of Patients Perception about the Quality of Ultrasound Diagnostic Private Services on Patients Satisfaction at the Outpatient Unit of Garuda Pavilion at Dr. Kariadi Public Hospital in Semarang

Abstract

The quality of the ultrasound diagnostics private outpatient services could be measured by the following five dimensions: 1) tangible, 2) reliability, 3) assurance, 4) responsiveness, and 5) empathy. Patients complaints on the services and 30% decreasing of the target income were the important problems, which should be controlled by the managers of Dr. Kariadi Public Hospital. The objective of this research was to analyze the influence of patients perception on the quality of ultrasound diagnostics private services on the patients satisfaction at the Outpatient Unit of Garuda Pavilion at Dr. Kariadi Public Hospital in Semarang. The result of this research showed that 43.0% of the subjects had perceptions of good services in tangible, 36.2% had perceptions of good services on reliability, 35.6% had perceptions of good services on assurance, 38.9% had perceptions of good services on responsiveness, and 47.0% had perceptions of good services of empathy. Based on the bivariate analysis, variables of tangible, assurance, responsiveness, and empathy (p<0.05) had significant relationships with the patients satisfaction at the ultrasound diagnostics in private services (p<0.05). The results of multivariate analysis showed that variables of tangible (p = 0.007, Exp B = 2.615) and empathy (p = 0.021, Exp B = 2.278) together influenced the patients satisfaction at the ultrasound diagnostics in private service at Garuda Pavilion, Dr. Kariadi Public Hospital in Semarang. Sumber Utama : www.mikm.undip.ac.id