Pengaruh Mutu Pelayanan Kesehatan Terhadap Kepuasan Pasien Rawat Inap Peserta JKN di Puskesmas Rawat Inap Batang Kuis Kabupaten Deli SerdangTahun 2015

  KUESIONER PENELITIAN PENGARUH MUTU PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN RAWAT INAP PESERTA JKN DI PUSKESMAS BATANG KUIS KABUPATEN DELI SERDANG TAHUN 2015 I. Identitas Responden

  a. Nama : b.

  Ada lima alternative jawaban, yaitu : 1 = Tidak Baik 2 = Kurang Baik 3 = Cukup Baik 4 = Baik 5 = Sangat Baik

  c.

  b. Berilah tanda ( √ ) pada kolom bapak /ibu/sdr pilih sesuai dengan keadaan yang sebenarnya.

  a. Mohon dengan hormat bantuan bapak/ ibu/ sdr untuk menjawab seluruh pertanyaan yang ada.

  Akedemi/ PT

  4. SLTA/ M. Aliyah 5.

  SD/M.Ibtidaiyah 3. SLTP/ M.Tsanawiyah

  1. Tidak sekolah/ tidak tamat SD 2.

  Pendidikan :

  Buruh/ Tani 3. Pedagang/ Wiraswasta e.

  1. PNS/ POLRI/ TNI 2.

  Laki-laki 2. Perempuan d. Pekerjaan :

  Umur : c. JenisKelamin : 1.

f. Jenis Penyakit :

II. Pelayanan Rawat Inap Puskesmas

PETUNJUK PENGISISAN

  No Pertanyaan Penilaian/ jawaban Bagaimana menurut anda mengenai

  9 Tempat tidur telah disiapkan dengan bersih, rapi

  6 Petugas administrasi ada pada saat pasien datang

  5 Pelaksanaan pelayanan pemeriksaan, pengobatan dan perawatan yang cepat

  4 Kesesuaian jam berkunjung dokter dengan waktu kerja

  3 Prosedur penerimaan pasien yang cepat da tidak berbelit- belit

  2 Kemampauan dokter untuk memberikan pelayanan pengobatan

  1 Kemampuan perawat memberikan pelayanan

  5 II. Reliability

  4

  3

  10 Kebersihan dan kerapihan pakaian perawat No. Pertanyaan Pilihan / jawaban Bagaimana menurut anda mengenai 1 2

  8 Penampilan dokter rapi

  1

  7 Lokasi parkir

  6 Ketersediaan air dan kebersihan toilet

  5 Ventilasi udara puskesmas

  4 Kenyamanan ruang rawat inap

  3 Kebersihan ruang rawat inap

  2 Kerapihan puskesmas

  1 Kebersihan Puskesmas

  5 I. Tangible (buktifisik)

  4

  3

  2

  7 Perawat memberikan obat dengan cepat No. Pertanyaan Pilihan /Jawaban Bagaimana pendapat anda mengenai

  1

  3 Perilaku dokter menimbulkan rasa aman

  4 Keramahan petugas pendaftaran dan Administrasi

  3 Kesopanan perawat ketika memberikan Pelayanan keperawatan

  2 Perhatian perawat kepada Anda selama menjalani pelayanan keperawatan

  1 Keramahan dokter ketika memberikan Pelayanan pengobatan kepada Anda

  5 V. Emphaty

  4

  3

  2

  1

  6 Perawat cekatan dalam memasang peralatan yang dibutuhkan pasien No. Pertanyaan Pilihan/ Jawaban Bagaimana pendapat anda mengenai

  5 Dokter member penjelasan rinci atas setiap tindakan

  4 Ketepatan diagnosa penyakit yang dilakukan oleh dokter

  1 Dokter menjelaskan penyakit pasien dengan rinci

  2

  5 IV. Assurance

  4

  3

  2

  1

  Bagaimana pendapat anda mengenai

  4 Petugas memberikan informasi yang jelas, mudah di mengerti mengenai penyakit anda No Pertanyaan Pilihan/ jawaban

  3 Kecepatan perawat dalam member respon terhadap permintaan Anda dalam pelayanan kesehatan

  2 Ketanggapan dokter dalam menangani masalah kesehatan anda

  1 Kecepatan karyawan administrasi melayani pasien datang

  5 III. Responsivness

  4

  3

2 Perawat mampu melayani pasien

II. Kepuasan Pasien Rawat Inap a.

  

Pilihlah jawaban yang paling tepat berdasarkan kepuasan

Bapak/Ibu terhadap Pelayanan Rawat Inap di Puskesmas

BatangKuis.

  No Pertanyaan Penilaian/ jawaban Apakah saudara pua sdengan

  1

  2

  3

  4

  5 Kesesuaian jam berkunjung dokter

  1

  2 Kebersihan ruang rawat inap Fasilitas yang ada di puskesmas

  3 Pelayanan Administrasi

  4

  5 Pelayanan kesehatan yang diberikan olehtenaga kesehatan Kemampuan perawat dalam

  6 memberikan pelayanan yang anda butuhkan

  7 Perawat saat memberikan obat

  8 Kecepatan tenaga kesehatan melayani pasien datang

  9 Keramahan Dokter saat melayani Pasien LAMPIRAN 5 : MASTER DATA PENELITIAN No Umr Jenis Kelamin

  Pddkn Pkrj Jenis diagnosa

  16

  1

  2

  4

  3 11 3 3 5 3 5

  33 3 4 4 22 2 3 3 12 3 5 5 4 25 5 5 4 16 4 2 2 5 2

  30

  1

  28

  1

  3

  3 13 4 2 5 3 5

  35 2 2 2 16 3 4 3 14 5 3 4 5 25 4 3 4 13 2 3 3 4 3

  28

  17

  1

  15

  29 4 3 3 21 2 4 4 14 4 4 4 3 22 5 4 5 17 4 3 2 4 2

  2

  2

  1

  2

  3 12 2 4 5 5 4

  36 5 3 3 22 2 1 2 7 3 2 3 3 15 1 3 4 9 5 2 2 4 1

  26

  13

  1

  3

  1 6 2 3 3 5 4

  3 9 2 2 4 5 4

  28 3 2 4 18 3 2 3 11 3 3 4 3 22 3 4 5 14 3 2 3 4 3

  26

  14

  2

  2

  5

  1

  3 9 2 3 4 3 5

  12

  2 4 2 4 3 5 4

  27 2 2 3 16 3 4 1 12 3 5 4 5 24 3 3 4 12 2 3 3 4 3

  24

  21

  3

  2

  3

  32 4 3 2 21 4 3 2 13 4 4 5 5 27 5 5 5 18 4 4 4 5 4

  3

  34

  22

  1

  1

  3

  1 10 4 2 3 4 3

  30 3 2 4 25 2 4 2 11 4 3 4 4 24 5 3 4 14 4 3 2 4 1

  2 2 2 2 3 5 3

  1

  33 5 2 4 25 2 2 4 11 5 5 3 4 25 5 4 5 17 5 3 2 4 2

  20

  31

  18

  2

  1

  2

  2 12 3 2 4 3 3

  26 2 5 2 19 2 4 3 13 5 5 4 5 28 5 2 4 13 2 2 2 2 1

  19

  1

  2

  1

  3

  3 9 4 3 3 4 5

  31 3 3 3 21 2 3 2 10 3 4 5 4 24 4 5 3 15 3 2 2 5 2

  25

  20

  3

  23

  Bukti fisik Keandalan Daya Tanggap Jaminan Empati Kepuasan 1 2 7 8 # Tot 1 5 7 Tot 1 3 4 Tot 2 3 5 6 Tot 1 2 3 Tot 1 3 4 7 9 Tot

  32 2 2 2 16 3 2 3 10 3 5 4 3 24 5 2 4 15 2 2 3 3 3

  27

  4

  1

  2

  3

  3 7 4 2 5 4 3

  24

  3 7 3 3 4 4 3

  5

  2

  2

  2

  3 6 3 2 3 4 3

  26 3 2 2 18 2 1 4 9 5 4 3 2 22 4 4 3 15 4 2 2 4 1

  27

  32 2 2 4 19 2 1 4 11 4 5 3 3 24 4 4 3 13 2 2 2 4 2

  4

  1

  2

  1

  1

  2

  3

  3 9 2 2 5 3 4

  27 2 3 2 18 2 3 3 12 5 5 3 3 25 4 2 3 11 2 2 2 3 1

  23

  1

  2

  2

  1

  2 13 3 4 5 3 3

  29 2 3 2 17 3 3 2 10 4 5 3 2 23 5 2 4 13 2 3 3 2 3

  25

  3

  1

  6

  2

  32 3 2 2 17 2 1 4 10 3 4 3 3 20 3 1 4 10 4 2 2 3 2

  3

  3

  2 9 3 3 4 4 4

  31 3 2 2 19 2 1 4 10 3 5 4 2 22 4 2 5 14 4 3 2 4 2

  28

  10

  2

  1

  3 5 3 3 3 4 3

  2

  30 2 3 3 19 2 3 3 12 4 4 5 2 22 3 1 3 9 2 2 2 2 2

  22

  11

  2

  2

  3

  2 1 4 3 4 5 4

  2

  9

  1

  1 14 4 3 3 5 4

  3 14 2 2 4 4 5

  31 3 3 3 17 2 3 2 11 2 4 4 3 22 3 2 3 10 3 3 2 3 2

  24

  7

  3

  1

  4

  33 3 2 2 18 2 2 4 11 4 5 3 2 23 4 5 5 17 3 2 2 5 2

  25

  27

  8

  2

  2

  4

  3 3 3 2 5 4 3

  31 2 3 4 19 3 3 3 13 3 4 4 3 22 4 4 4 15 2 3 3 4 3

  28 Universitas Sumatera Utara

  23

  3

  1 3 3 3 3 3 29 3 3 2

  20 2 4 2 12 4 4 5 5 26 3 5 5 16 4 3 3 5 3

  29

  37

  1

  2

  4

  15 2 3 3 4 3 27 4 3 3

  4

  21 3 2 2 9 4 3 4 3 22 4 5 4 16 2 4 4 3 4

  28

  38

  3

  2

  4

  3

  1

  2

  18 4 3 4 14 3 5 5 4 26 3 1 3 9 3 3 2 2 2

  30

  34

  3

  1

  3

  3

  12 4 3 4 5 5 35 3 3 3

  18 4 3 1 11 4 4 5 3 24 4 4 4 15 5 3 3 4 3

  35

  3

  2

  1

  3

  3

  5 4 3 4 5 5 37 5 3 2

  24 3 5 4 16 5 5 4 4 26 3 3 4 12 3 2 2 5 2

  25

  36

  9 5 4 5 3 3 36 2 4 2

  29

  23 2 3 4 12 3 3 4 4 24 5 1 4 14 3 4 4 4 4

  9 4 3 3 4 4 32 2 4 2

  20 2 2 4 10 4 5 5 5 27 5 1 5 13 2 2 3 4 3

  29

  42

  2

  2

  3

  3

  16 3 3 5 16 4 4 3 4 25 5 4 4 15 3 2 4 4 4

  2

  34

  43

  2

  2

  5

  1

  12 3 4 4 4 4 34 3 4 3

  24 4 2 4 13 3 4 5 3 24 5 3 3 13 2 2 2 3 1

  9 5 3 4 3 3 29 2 3 3

  2

  39

  40

  1

  2

  5

  1

  9 4 2 5 5 3 35 3 5 3

  24 2 3 5 15 2 5 4 4 24 4 2 5 14 3 2 2 3 2

  25

  3

  1

  1

  3

  2

  1 3 2 5 5 3 33 3 4 2

  20 2 2 3 12 4 3 3 3 23 3 1 4 10 2 3 2 3 2

  24

  41

  3

  30

  9 2 2 3 4 4 31 5 5 2

  2

  3

  2

  5

  1

  6 3 2 5 5 5 34 3 5 2

  22 3 3 1 10 4 5 5 4 25 5 5 4 16 5 2 3 4 3

  30

  27

  1

  26

  2

  2

  16 4 4 5 4 4 35 5 4 4

  27 3 3 2 12 5 4 4 3 22 4 4 4 15 5 3 2 4 1

  27

  28

  2

  2

  27

  4

  2

  2

  5

  1 8 2 4 4 3 5

  31 5 2 3 21 3 2 2 11 5 4 3 3 23 3 5 5 15 5 2 3 5 3

  31

  24

  2

  2

  33 3 3 3 18 2 4 4 14 3 4 4 5 26 4 5 5 17 3 2 2 5 2

  3 16 2 3 4 5 3

  31 4 5 2 22 2 3 5 13 4 5 5 4 25 3 3 4 12 4 2 2 4 2

  26

  25

  2

  2

  3

  3 14 2 2 5 5 5

  2

  2

  3

  1

  4

  3

  5 2 2 3 5 4 30 4 3 2

  22 2 2 2 10 3 5 4 4 24 4 5 5 16 3 2 3 4 3

  28

  32

  1

  4

  3

  3

  9 5 2 3 4 4 32 3 5 3

  22 3 3 1 10 4 5 5 2 23 5 4 5 16 5 3 2 2 2

  28

  33

  1

  2

  4

  2

  31

  13 2 3 4 3 4 29 5 3 2

  4 3 2 3 3 3 28 4 3 4

  23 2 4 2 11 3 5 5 4 25 5 3 4 14 4 2 3 5 3

  30

  29

  2

  1

  5

  1

  20 3 3 1 9 4 3 4 5 24 5 5 5 17 3 3 3 4 3

  29

  29

  30

  2

  1

  3

  2

  6 2 2 5 3 3 28 3 3 3

  19 3 3 1 10 5 4 4 5 27 5 3 4 14 4 3 2 5 2

  23 Universitas Sumatera Utara

1. Analisis Univariat Umur

  Cumulative Frequency Percent Valid Percent Percent

  Valid <20 Tahun

  15

  34.9

  34.9

  34.9 20-35 Tahun

  18

  41.9

  41.9

  76.7 >35tahun

  10

  23.3 23.3 100.0 Total 43 100.0 100.0

  Jenis Kelamin

  Cumulative Frequency Percent Valid Percent Percent

  Valid Laki-laki

  17

  39.5

  39.5

  39.5 Perempuan

  26

  60.5 60.5 100.0 Total 43 100.0 100.0

  Pendidikan

  Cumulative Frequency Percent Valid Percent Percent

  Valid Tidak sekolah/tidak

  2

  4.7

  4.7

  4.7 tamat SD SD/M.Ibtidaiyah

  7

  16.3

  16.3

  20.9 SLTP/M.Tsanawiyah

  17

  39.5

  39.5

  60.5 SLTA/M.Aliyah

  11

  25.6

  25.6

  86.0 Akademi/PT

  6

  14.0 14.0 100.0 Total 43 100.0 100.0

  

Pekerjaan

  Cumulative Frequency Percent Valid Percent Percent

  Valid Tidak bekerja

  4

  9.3

  9.3

  9.3 PNS/ POLRI/ TNI

  8

  18.6

  18.6

  27.9 Buruh/Tani

  10

  23.3

  23.3

  51.2 Pedagang/Wiraswasta

  21

  48.8 48.8 100.0 Total 43 100.0 100.0

  Mutu Pelayanan Kesehatan

1.Tangible (Bukti Fisik) Kebersihan gedung Puskesmas

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  16

  37.2

  37.2

  37.2 Cukup baik

  13

  30.2

  30.2

  67.4 Baik

  11

  25.6

  25.6

  93.0 Sangat baik

  3

  7.0 7.0 100.0 Total 43 100.0 100.0

  Kerapihan gedung puskesmas

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  19

  44.2

  44.2

  44.2 Cukup baik

  17

  39.5

  39.5

  83.7 Baik

  7

  16.3 16.3 100.0 Total 43 100.0 100.0

  Kebersihan ruang rawat inap

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  17

  39.5

  39.5

  39.5 Cukup baik

  14

  32.6

  32.6

  72.1 Baik

  10

  23.3

  23.3

  95.3 Sangat baik

  2

  4.7 4.7 100.0 Total 43 100.0 100.0

  kenyamanan ruang rawat inap

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  15

  34.9

  34.9

  34.9 Cukup baik Baik

  10

  23.3

  23.3

  90.7 Sangat baik

  4

  9.3 9.3 100.0 Total 43 100.0 100.0

  Ventilasi udara puskesmas

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  21

  48.8

  48.8

  48.8 Cukup baik

  17

  39.5

  39.5

  88.4 Baik

  5

  11.6 11.6 100.0 Total 43 100.0 100.0

  Ketersediaan air dan kebersihan toilet

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  25

  58.1

  58.1

  58.1 Cukup baik

  16

  37.2

  37.2

  95.3 Baik

  2

  4.7 4.7 100.0 Total 43 100.0 100.0

  Lokasi parkir

  Cumulative Frequency Percent Valid Percent Percent

  Valid Cukup baik

  15

  34.9

  34.9

  34.9 Baik

  14

  32.6

  32.6

  67.4 Sangat baik

  14

  32.6 32.6 100.0 Total 43 100.0 100.0

  Penampilan dokter rapi

  Cumulative Frequency Percent Valid Percent Percent

  Valid Cukup baik

  13

  30.2

  30.2

  30.2 Baik Sangat baik

  15

  34.9 34.9 100.0 Total 43 100.0 100.0

  Tempat tidur telah disiapkan dengan bersih, rapi

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  22

  51.2

  51.2

  51.2 Cukup baik

  18

  41.9

  41.9

  93.0 Baik

  3

  7.0 7.0 100.0 Total 43 100.0 100.0

  Kebersihan dan kerapihan pakaian perawat

  Cumulative Frequency Percent Valid Percent Percent

  Valid Cukup baik

  18

  41.9

  41.9

  41.9 Baik

  15

  34.9

  34.9

  76.7 Sangat baik

  10

  23.3 23.3 100.0 Total 43 100.0 100.0

2. Realibility ( Keandalan) Kemampuan perawat/bidan memberikan pelayanan

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  12

  27.9

  27.9

  27.9 Cukup baik

  18

  41.9

  41.9

  69.8 Baik

  6

  14.0

  14.0

  83.7 Sangat baik

  7

  16.3 16.3 100.0 Total 43 100.0 100.0

  Kemampauan dokter untuk memberikan pelayanan pengobatan

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  6

  14.0

  14.0

  14.0

  18

  41.9

  41.9

  55.8 Baik

  16

  37.2

  37.2

  93.0 Sangat baik

  3

  7.0 7.0 100.0 Total 43 100.0 100.0

  Prosedur penerimaan pasien yang cepat dan tepat

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  21

  48.8

  48.8

  48.8 Cukup baik

  17

  39.5

  39.5

  88.4 Baik

  5

  11.6 11.6 100.0 Total 43 100.0 100.0

  Kesesuaian jam berkunjung dokter dengan waktu kerja

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  25

  58.1

  58.1

  58.1 Cukup baik

  12

  27.9

  27.9

  86.0 Baik

  6

  14.0 14.0 100.0 Total 43 100.0 100.0

  Pelaksanaan pelayanan pemeriksaan, pengobatan dan perawatan yang cepat

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  12

  27.9

  27.9

  27.9 Cukup baik

  19

  44.2

  44.2

  72.1 Baik

  6

  14.0

  14.0

  86.0 Sangat baik

  6

  14.0 14.0 100.0 Total 43 100.0 100.0

  Petugas administrasi ada setiap saat

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  24

  55.8

  55.8

  55.8 Cukup baik Baik

  5

  11.6 11.6 100.0 Total 43 100.0 100.0

  Petugas apotik memberikan obat dengan cepat

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  20

  46.5

  46.5

  46.5 Cukup baik

  15

  34.9

  34.9

  81.4 Baik

  8

  18.6 18.6 100.0 Total 43 100.0 100.0

3. Responsiveness (Daya Tanggap) Kecepatan karyawan administrasi melayani pasien datang

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  24

  55.8

  55.8

  55.8 Cukup baik

  15

  34.9

  34.9

  90.7 Baik

  4

  9.3 9.3 100.0 Total 43 100.0 100.0

  Ketanggapan dokter dalam menangani masalah kesehatan Anda

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  6

  14.0

  14.0

  14.0 Cukup baik

  17

  39.5

  39.5

  53.5 Baik

  17

  39.5

  39.5

  93.0 Sangat baik

  3

  7.0 7.0 100.0 Total 43 100.0 100.0

   Kecepatan perawat dalam memberi respon terhadap permintaan Anda dalam pelayanan kesehatan

  Cumulative Frequency Percent Valid Percent Percent

  Valid Sangat tidak baik

  4

  9.3

  9.3

  9.3 Kurang baik

  10

  23.3

  23.3

  32.6 Cukup baik

  20

  46.5

  46.5

  79.1 Baik

  8

  18.6

  18.6

  97.7 Sangat baik

  1

  2.3 2.3 100.0 Total 43 100.0 100.0

   Petugas memberikan informasi yang jelas, mudah di mengerti mengenai penyakit anda

  Cumulative Frequency Percent Valid Percent Percent

  Valid Sangat tidak baik

  7

  16.3

  16.3

  16.3 Kurang baik

  11

  25.6

  25.6

  41.9 Cukup baik

  9

  20.9

  20.9

  62.8 Baik

  13

  30.2

  30.2

  93.0 Sangat baik

  3

  7.0 7.0 100.0 Total 43 100.0 100.0

4. Assurance (Jaminan) Dokter menjelaskan penyakit pasien dengan rinci

  Cumulative Frequency Percent Valid Percent Percent

  Valid Cukup baik

  10

  23.3

  23.3

  23.3 Baik

  21

  48.8

  48.8

  72.1 Sangat baik

  12

  27.9 27.9 100.0 Total 43 100.0 100.0

  Perawat mampu melayani pasien

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  2

  4.7

  4.7

  4.7 Cukup baik

  14

  32.6

  32.6

  37.2 Baik

  18

  41.9

  41.9

  79.1 Sangat baik

  9

  20.9 20.9 100.0 Total 43 100.0 100.0

  Perilaku dokter menimbulkan rasa aman

  Cumulative Frequency Percent Valid Percent Percent

  Valid Cukup baik

  7

  16.3

  16.3

  16.3 Baik

  17

  39.5

  39.5

  55.8 Sangat baik

  19

  44.2 44.2 100.0 Total 43 100.0 100.0

  Ketepatan diagnosa penyakit yang dilakukan oleh dokter

  Cumulative Frequency Percent Valid Percent Percent

  Valid Cukup baik

  8

  18.6

  18.6

  18.6 Baik

  17

  39.5

  39.5

  58.1 Sangat baik

  18

  41.9 41.9 100.0 Total 43 100.0 100.0

  Dokter memberi penjelasan rinci atas setiap tindakan

  Cumulative Frequency Percent Valid Percent Percent

  Valid Cukup baik

  10

  23.3

  23.3

  23.3 Baik

  20

  46.5

  46.5

  69.8 Sangat baik

  13

  30.2 30.2 100.0 Total 43 100.0 100.0

  Perawat cekatan dalam memasang peralatan yang dibutuhkan pasien

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  7

  16.3

  16.3

  16.3 Cukup baik

  14

  32.6

  32.6

  48.8 Baik

  13

  30.2

  30.2

  79.1 Sangat baik

  9

  20.9 20.9 100.0 Total 43 100.0 100.0

5. Emphaty (Empati) Keramahan dokter ketika memberikan pelayanan pengobatan kepada Anda

  Cumulative Frequency Percent Valid Percent Percent

  Valid Cukup baik

  11

  25.6

  25.6

  25.6 Baik

  15

  34.9

  34.9

  60.5 Sangat baik

  17

  39.5 39.5 100.0 Total 43 100.0 100.0

  Perhatian perawat kepada Anda selama menjalani pelayanan keperawatan

  Cumulative Frequency Percent Valid Percent Percent

  Valid Sangat tidak baik

  6

  14.0

  14.0

  14.0 Kurang baik

  7

  16.3

  16.3

  30.2 Cukup baik

  8

  18.6

  18.6

  48.8 Baik

  11

  25.6

  25.6

  74.4 Sangat baik

  11

  25.6 25.6 100.0 Total 43 100.0 100.0

  Kesopanan perawat ketika memberikan pelayanan keperawatan

  Cumulative Frequency Percent Valid Percent Percent

  Valid Cukup baik

  9

  20.9

  20.9

  20.9 Baik

  20

  46.5

  46.5

  67.4 Sangat baik

  14

  32.6 32.6 100.0 Total 43 100.0 100.0

  Keramahan petugas pendaftaran dan Administrasi

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  26

  60.5

  60.5

  60.5 Cukup baik

  14

  32.6

  32.6

  93.0 Baik

  3

  7.0 7.0 100.0 Total 43 100.0 100.0

  Kepuasan Pasien Keesuaian jam berkunjung dokter

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  25

  58.1

  58.1

  58.1 Cukup baik

  13

  30.2

  30.2

  88.4 Baik

  5

  11.6 11.6 100.0 Total 43 100.0 100.0

  Kebersihan ruang rawat inap

  Cumulative Frequency Percent Valid Percent Percent

  Valid kurangbaik

  15

  34.9

  34.9

  34.9 Cukup baik

  14

  32.6

  32.6

  67.4 baik

  10

  23.3

  23.3

  90.7 Sangat baik

  4

  9.3 9.3 100.0 Total 43 100.0 100.0

  Fasilitas yang dimilki pskesmas

  Cumulative Frequency Percent Valid Percent Percent

  Valid Sangat tidak baik

  5

  11.6

  11.6

  11.6 Kurang baik

  6

  14.0

  14.0

  25.6 Cukup baik

  22

  51.2

  51.2

  76.7 Baik

  7

  16.3

  16.3

  93.0 Sangat baik

  3

  7.0 7.0 100.0 Total 43 100.0 100.0

  Pelayanan administrasi

  Cumulative Frequency Percent Valid Percent Percent

  Valid kurang baik

  22

  51.2

  51.2

  51.2 cukup baik

  18

  41.9

  41.9

  93.0 baik

  3

  7.0 7.0 100.0 Total 43 100.0 100.0

  Pelayanan kesehatan yang diberikan oleh tenaga kesehatan

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  12

  27.9

  27.9

  27.9 Cukup baik

  13

  30.2

  30.2

  58.1 Baik

  11

  25.6

  25.6

  83.7 Sangat baik

  7

  16.3 16.3 100.0 Total 43 100.0 100.0

  Kemauan perawat dalam memberikan pelayanan yang anda butuhkan

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  5

  11.6

  11.6

  11.6 Cukup baik

  8

  18.6

  18.6

  30.2 Baik

  19

  44.2

  44.2

  74.4 Sangat baik

  11

  25.6 25.6 100.0 Total 43 100.0 100.0

  Petugas apotik saat memberikan obat

  Cumulative Frequency Percent Valid Percent Percent

  Valid Kurang baik

  24

  55.8

  55.8

  55.8 Cukup baik

  15

  34.9

  34.9

  90.7 Baik

  4

  9.3 9.3 100.0 Total 43 100.0 100.0

  Kecepatan tenaga kesehatan melayani pasien datang

  Cumulative Frequency Percent Valid Percent Percent

  Valid Tidak baik

  6

  14.0

  14.0

  14.0 Kurang baik

  18

  41.9

  41.9

  55.8 Cukup baik

  15

  34.9

  34.9

  90.7 Baik

  4

  9.3 9.3 100.0 Total 43 100.0 100.0

  Keramahan dokter ketika memberikan pelayanan pengobatan kepada Anda

  Cumulative Frequency Percent Valid Percent Percent

  Valid Cukup baik

  11

  25.6

  25.6

  25.6 Baik

  19

  44.2

  44.2

  69.8 Sangat baik

  13

  30.2 30.2 100.0 Total 43 100.0 100.0

2. Hasil Analisis Bivariat Korelasi Person Correlations

  Responsiv Tangible Realibility eness Assurance Emphaty Kepuasan

  Tangible Pearson Correlation 1 .284 .380(*) -.018 -.049 .406(**) Sig. (2-tailed)

  .065 .012 .910 .753 .007 N

  43

  43

  43

  43

  43

  43 Realibility Pearson Correlation .284 1 .042 .049 .265 .492(**)

  Sig. (2-tailed) .065 .792 .753 .086 .001

  N

  43

  43

  43

  43

  43

  43 Responsiveness Pearson Correlation .380(*) .042 1 .371(*) -.156 .157

  Sig. (2-tailed) .012 .792 .014 .319 .314

  N

  43

  43

  43

  43

  43

  43 Assurance Pearson Correlation

• .018 .049 .371(*) 1 .118 .114

  Sig. (2-tailed) .910 .753 .014 .452 .465

  N

  43

  43

  43

  43

  43

  43 Emphaty Pearson Correlation

• .049 .265 -.156 .118 1 .505(**)

  Sig. (2-tailed) .753 .086 .319 .452 .001

  N

  43

  43

  43

  43

  43

  43 Kepuasan Pearson Correlation .406(**) .492(**) .157 .114 .505(**)

  1 Sig. (2-tailed) .007 .001 .314 .465 .001

  N

  43

  43

  43

  43

  43

  43 * Correlation is significant at the 0.05 level (2-tailed).

• Correlation is significant at the 0.01 level (2-tailed).

3. Hasil Analisis Multivariat Model Summary

  Residual 181.017 39 4.641

  .292 .132 .273 2.220 .032 .026 .559 a Dependent Variable: Kepuasan

  Tangible .363 .123 .351 2.954 .005 .115 .612 Realibility

  Emphaty .583 .153 .451 3.819 .000 .274 .892

  .448 .123 .432 3.651 .001 .200 .696 3 (Constant) 1.768 4.375 .404 .688 -7.081 10.618

  .654 .174 .505 3.751 .001 .302 1.007 2 (Constant) 3.645 4.498 .810 .423 -5.446 12.737 Emphaty .682 .153 .527 4.454 .000 .372 .991 Tangible

  18.018 2.481 7.261 .000 13.007 23.030 Emphaty

  Coefficients t Sig. 95% Confidence Interval for B B Std. Error Beta Lower Bound Upper Bound B Std. Error 1 (Constant)

  Coefficients Standardized

  Model Unstandardized

  Coefficients(a)

  42 a Predictors: (Constant), Emphaty b Predictors: (Constant), Emphaty, Tangible c Predictors: (Constant), Emphaty, Tangible, Realibility d Dependent Variable: Kepuasan

  Total 365.116

  Model R R Square Adjusted R

  Square Std. Error of the Estimate

  42

  Total 365.116

  Residual 203.890 40 5.097

  2 Regression 161.226 2 80.613 15.815 .000(b)

  42

  Total 365.116

  Residual 271.822 41 6.630

  1 Regression 93.294 1 93.294 14.072 .001(a)

  Model Sum of Squares df Mean Square F Sig.

  

ANOVA(d)

  3 .710(c) .504 .466 2.154 a Predictors: (Constant), Emphaty b Predictors: (Constant), Emphaty, Tangible c Predictors: (Constant), Emphaty, Tangible, Realibility

  2 .665(b) .442 .414 2.258

  1 .505(a) .256 .237 2.575

  3 Regression 184.099 3 61.366 13.221 .000(c)

  VALIDITAS DAN REALIBILITAS Reliability Statistics

  Cronbach's Alpha N of Items .815

  10 Item-Total Statistics

  Corrected Item- Total Correlation Keterangan Cronbach's Alpha if Item Deleted Keterangan

  t1 .672 Valid .775 Reliabel t2 .539 Valid .794 Reliabel t3 .493 Valid .798 Reliabel t4 .430 Valid .805 Reliabel t5 .438 Valid .804 Reliabel t6 .665 Valid .784 Reliabel t7 .404 Valid .809 Reliabel t8 .525 Valid .795 Reliabel t9 .393 Valid .808 Reliabel t10 .425 Valid .805 Reliabel

  Reliability Statistics

  Cronbach's Alpha N of Items .755

  7 Item-Total Statistics

  Corrected Item- Total Correlation Keterangan Cronbach's Alpha if Item Deleted Keterangan

  r1 .520 Valid .719 Reliabel r2 .489 Valid .722 Reliabel r3 .529 Valid .716 Reliabel r4 .429 Valid .734 Reliabel r5 .385 Valid .743 Reliabel r6 .572 Valid .707 Reliabel r7 .431 Valid .735 Reliabel

  Reliability Statistics

  Cronbach's Alpha N of Items .792

  4 Item-Total Statistics

  Corrected Item- Total Correlation Keterangan Cronbach's Alpha if Item Deleted Keterangan

  re1 .597 Valid .742 Reliabel re2 .652 Valid .713 Reliabel re3 .533 Valid .778 Reliabel re4 .632 Valid .726 Reliabel

  Reliability Statistics

  Cronbach's Alpha N of Items .793

  6 Item-Total Statistics

  Corrected Item- Total Correlation Keterangan Cronbach's Alpha if Item Deleted Keterangan

  a1 .455 Valid .782 Reliabel a2 .439 Valid .786 Reliabel a3 .702 Valid .733 Reliabel a4 .502 Valid .790 Reliabel a5 .578 Valid .755 Reliabel a6 .704 Valid .724 Reliabel

  Reliability Statistics

  Cronbach's Alpha N of Items .775

  4 Item-Total Statistics

  Corrected Item- Total Correlation Keterangan Cronbach's Alpha if Item Deleted Keterangan

  e1 .576 Valid .722 Reliabel e2 .621 Valid .700 Reliabel e3 .568 Valid .728 Reliabel e4 .563 Valid .733 Reliabel

  . Reliability Statistics

  Cronbach's Alpha N of Items .820

  10 Item-Total Statistics

  Corrected Item- Total Correlation Keterangan Cronbach's Alpha if Item Deleted Keterangan

  k1 .539 Valid .801 Reliabel k2 .446 Valid .810 Reliabel k3 .612 Valid .796 Reliabel k4 .407 Valid .812 Reliabel k5 .418 Valid .812 Reliabel k6 .489 Valid .805 Reliabel k7 .466 Valid .812 Reliabel k8 .487 Valid .805 Reliabel k9 .667 Valid .785 Reliabel