Analysis of Expectations and Patient Satisfaction Quality of Service Against Maternity Hospital Panti Wilasa "Citarum" Semarang in 2006

Abstract

Patients assess the quality of hospital services by comparing the received health services in the hope that, if it exceeded the expectations of service quality is perceived as a normal service area, if the same expectations with perceived service quality of service is considered satisfactory and if expectations are not appropriate or not met then the quality of service is considered unacceptable or disappointing customers. To determine the quality of hospital nursing service delivery Wilasa necessary Citarum Semarang analisia patient expectations and satisfaction. The purpose of this research is to know the level of concordance between patient expectations and satisfaction of service delivery in hospital nursing Wilasa Citarum Semarang, type of observational study with a survey method with cross sectional approach. Research instrument uses a questionnaire on the respondents ie 47 patients hospital delivery services Panti Wilasa Citarum Semarang. Primary and secondary data are processed and analyzed by way of importance - performance matrix. Sumber Utama : www.mikm.undip.ac.id