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Journal : Medical Technology and Public Health Journal

ANALYSIS OF INTERNAL SERVICE QUALITY AND OUTPATIENT PATIENT SATISFACTION WITH A RATER APPROACH (RELIABILITY, ASURANCE, TANGIBLE, EMPATHY AND RESPONSIVNESS) IN INSTALLATIONS IN ISLAMIC HOSPITAL SURABAYA Akas Yekti Pulih Asih; Budhi Setianto
TEKNOLOGI MEDIS DAN JURNAL KESEHATAN UMUM Vol 5 No 2 (2021): Medical Technology and Public Health Journal September 2021
Publisher : UNUSA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33086/mtphj.v5i2.3073

Abstract

Patient satisfaction is a subjective value to the quality of services provided. Although subjective, there is still an objective basis, especially the patient's assessment which is based on past experience, education, psychological situation at that time, and the existing reality. The type and design of this research is a descriptive observational research that analyzes the patient's assessment of the service quality of the Outpatient Installation of the Islamic Hospital in Surabaya. Judging from the time of the study, this study included a cross sectional study. The population in this study were all patients at the Islamic Hospital Surabaya Outpatient Installation from an average of January, February and March 2020. The total population in this study was 14,000 patients based on the number of visits per month. during the first Quarter, starting from January to March 2020 with the slofin formula, 113 respondents were found. The five dimensions are: (1) Responsiveness, (2) Assurance, (3) Tangible, (4) Empathy and (5) Reliable is good and exceeds the standard than expected. The average satisfaction of all respondents is 8.56 / 85.6% this is close to the standard set by SPM customer satisfaction, which is 90%. Based on the demographics and characteristics of the following respondents, respondents who have satisfaction with service quality are as follows (1) Age 36-45 (2) Gender is Female (3) who has a residence distance of > 10 Km (4) with an insurance guarantor/ Institutions (5) with master's education served in the old building using the relationship test obtained sig < 0.005 so that it can be concluded that there is a relationship between perceived service quality and patient satisfaction, the higher the service quality felt by the patient, the higher the satisfaction felt by the patient.
GENDER RELATIONSHIP, WORK PERIOD, JOB SATISFACTION, COMMITMENT AND ORGANIZATIONAL CULTURE WITH ORGANIZATIONAL CITIZENSHIP BEHAVIOR (OCB) AT ANWAR MEDIKA SIDOARJO RSU Anggoro Susanto; Achmad Yudi Arifiyanto; Nyoman Anita Damayanti; Nungky Taniasari; Budhi Setianto
TEKNOLOGI MEDIS DAN JURNAL KESEHATAN UMUM Vol 6 No 1 (2022): Medical Technology and Public Health Journal March 2022
Publisher : UNUSA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33086/mtphj.v6i1.3170

Abstract

The success of an organization depends on human resource management. OCB is a voluntary action in creativity and innovation designed to improve the performance of a person or organization with diligence and enthusiasm, take more responsibility and encourage others to do the same. One of the challenges that must be faced is the low OCB. Some incidents that reflect low OCB behavior include: difficulty finding a replacement when a co-worker is absent, a lack of commitment to doing work outside of routine work and a strong sense of caring. Therefore, an analysis is needed to determine the relationship between gender, tenure, job satisfaction, commitment, organizational culture and OCB at Anwar Medika Hospital, Sidoarjo. To determine the relationship between gender, tenure, job satisfaction, commitment, and organizational culture with Organizational Citizenship Behavior (OCB) at Anwar Medika Hospital, Sidoarjo. The research method used is descriptive quantitative. There are two variables in this study, namely the independent variable and the dependent variable. The independent variables include: gender (X1), tenure (X2), job satisfaction (X3), commitment (X4), organizational culture (X5). The dependent variable in this study is Organizational Citizenship Behavior (Y). There are 3 data analysis techniques in this study, namely: Pearson validity test, Cronbach alpha reliability test, and chi-square test. Based on the results of measuring the OCB level of the employees of Anwar Medika Hospital on January 1, 2021, it was found that 51% of employees had high OCB and 49% had low OCB. The Pearson validity test shows r count> r tabel (0.1030), and a significance value <0.05. Cronbach alpha test> 0.06. There is no relationship between gender and OCB (p = 0.07), there is a relationship between tenure and OCB (p = 0.01), there is a relationship between job satisfaction and OCB (p = 0.00) There is no relationship between gender and OCB. There is a relationship between tenure and OCB. There is a relationship between job satisfaction and OCB. There is a relationship between commitment and OCB. There is a relationship between organizational culture and OCB.