PATIENTS CHARACTERISTICS AND QUALITY DIMENSIONS THAT INFLUENCE THE PERCEPTION OF OUTPATIENT SERVICE QUALITY IN PANTI WILASA âDR. CIPTO HOSPITAL SEMARANG

Abstract

The study aimed to know the perception of the outpatient service quality, that can be used to increase the hospital service quality. The results of the study in Panti Wilasa Dr. CiptoHospital is based on a sample of one hundred respondents. Primary data was analysed by quantitative method. Focus Group Disscution for management personal was conducted to complete the results. Generally, most of respondents (85 %) answered that the out patient service quality was good. More than 50 % respondents answered that physician clinical skill, physician interpersonal relation, support staff, information availability and patient involvement were good, however, most of respondents answered that the hospital environment condition, access of service and finances were mild. The chi square analysis results show that there is no significance difference for out patient perception to service quality for each group of sex, job and education. But there is a significance difference for the perception of out patient service quality in each income group. There is significance difference for the perception of out patient to service quality in each physician clinical skill, physician interpersonal relation, availability of information, patient involvement, hospital environment and access of service. But the analyisis results show that there is no significance difference between out patient perception to service quality for support staff and finances. Sumber Utama : www.mikm.undip.ac.id