Impact Of Service Quality On Patient Satisfaction: A Study At Physiotherapy Unit PKU Muhammadiyah Hospital Of Yogyakarta

Rizal, Fahmi and Solikhah, Solikhah and Marwati, Tri Ani (2021) Impact Of Service Quality On Patient Satisfaction: A Study At Physiotherapy Unit PKU Muhammadiyah Hospital Of Yogyakarta. INTERNATIONAL JOURNAL OF SCIENTIFIC & TECHNOLOGY RESEARCH, 10 (4). ISSN 2277-8616

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Abstract

Physiotherapy is one of the service components having a significant role in giving health services to the public. This research aimed to
understand how patient satisfaction based on service qualities (tangible, reliability, responsiveness, assurance, empathy) at physiotherapy unit PKU
Muhammadiyah Hospital of Yogyakarta. The method used in this research was a quantitative method by using a cross-sectional study approach. The
research population was all new patients entering in August-September 2020 at the physiotherapy unit PKU Muhammadiyah Hospital of Yogyakarta. The
total sample was 76 determined by the accidental sampling technique. The data were analyzed by chi-square analysis and logistic regression. The result
of this research showed that the service qualities consist of tangible (p=0.018), reliability (p=0.010), responsiveness (0.000), assurance (0.000), empathy
(0.001) related to patient satisfaction at physiotherapy unit PKU Muhammadiyah Hospital of Yogyakarta. According to result of the logistic regression
test, it was obtained that responsiveness (Odds Ratio: 6.039, 95% CI 1.862-19.579, p=0.003), assurance (Odds Ratio: 5.238, 95% CI 1.586 - 17.298), p
=0.007) were the variables related to patient satisfaction at physiotherapy unit PKU Muhammadiyah Hospital of Yogyakarta. Conclusion: The service
qualities (tangible, reliability, responsiveness, assurance, empathy) were related to patient satisfaction at the Physiotherapy unit PKU Muhammadiyah
Hospital of Yogyakarta.

Item Type:	Artikel Umum
Subjects:	R Medicine > RA Public aspects of medicine
Divisi / Prodi:	Faculty of Public Health (Fakultas Kesehatan Masyarakat) > S2-Science in Public Health (S2-Kesehatan Masyarakat)
Depositing User:	Dr. Hj. Triyani Marwati, M. Kes
Date Deposited:	18 Jun 2022 02:25
Last Modified:	12 Jul 2022 04:02
URI:	http://eprints.uad.ac.id/id/eprint/35404

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