ABSTRAKKepuasan pelanggan menjadi aspek yang sangat penting sehingga harus dikelola
dengan baik. Rendahnya kepuasan dalam suatu proses layanan rumah sakit dapat
berdampak tidak terselesaikannya pembayaran oleh pasien (minggat), yang berimbas
pada pasien tidak akan datang kembali atau terjadi kehilangan pelanggan. Beberapa
masalah yang masih sering dikeluhkan oleh pasien adalah lamanya waktu tunggu.
Waktu tunggu dicari dengan melakukan pengamatan terhadap pasien yang melakukan
proses pelayanan di rawat jalan, kemudian diukur kepuasannya, dan ditanyakan pula
mengenai niat kunjugan ulangnya. Disimpulkan bahwa waktu tunggu pelayanan
rawat jalan rata-rata masih diatas standar yang ditetapkan dan adanya hubungan
signifikan antara kepuasan dan niat kunjungan ulang
ABSTRACTCustomer satisfaction become a very important aspect so that it must be managed by
well, because it is as promotion media for hospitals (mouth to mouth).
Dissatisfaction in the process of hospital services have affect on do not completion of
the payment by the patient who run away, that it will have impact on patients will not
come back or losing customers. Some problems was still frequently complained by
the patient is the waiting time is too long. The waiting time was analyzed by observe
on the patients who was undergoing outpatient services, and then measured their
satisfaction, and also asked about their intentions to re-visit. It can be concluded that
the waiting time was still above average standards and there is significant correlation
between satisfaction and re-visit intentions
T42394-Kadek Sri Mulya Wati.pdf :: Unduh