Patients satisfaction on hospital service :: A Study between catholic and non-catholic patients in Panti Rapih Hospital, Yogyakarta

VALENTINO, Gustaf G, Drs. Gunawan Adisaputro, MBA

2002 | Tesis | Magister Manajemen

This thesis tried to examined whether satisfaction occurred differentIy regarding patients religious affiliation in Panti Rapih hospital, and whether religious satisfaction affect patients overall rating that in the end influence their satisfaction and willingness to recommend. Research found that rating occurred to be different within religious affiliation. In the end, the satisfaction also occurred to be different. The main reason behind these phenomena is the position of each service dimensions as independent variables toward overall rating. Accordingly, overall rating is influenced by responsiveness, courtesy, competence and religious satisfaction, while the overall rating became mediating variable for overall satisfaction. Dissimilar thing was found toward willingness to recommend, it was influenced by reliability, responsiveness, religious satisfaction, and security. It can be seen that religious satisfaction also became an important factor in determining factors that influence satisfaction or willingness to recommend. Additional test were conducted to examines differences regarding patients sex, their educational background and class preferences. In the end, two open-ended questions were asked to capture patients comments on religious satisfaction and general service performance.

Kata Kunci : Kepuasan Pasien,Layanan Rumah Sakit, Patient satisfaction, religious affiliated hospital, attitudes, multiple regression, analysis on variances