@thesis{thesis,
		author={Kristina Manurung  Manurung},
		title ={ANALISIS KEPUASAN PASIEN BARU DI TEMPAT PENDAFTARAN RAWAT JALAN RUMAH SAKIT BAPTIS BATU},
		year={2019},
		url={http://repository.stia-malang.ac.id/75/},
		abstract={ABSTRAK 
Kepuasan pasien merupakan aset yang sangat berharga karena apabila pasien merasa puas dengan pelayanan yang diberikan, maka mereka akan terus menerus menggunakan jasa pilihannya dan merekomendasikan kepada orang sekitarnya. Penelitian ini meninjau kepuasan pasien dari salah satu faktor yang mempengaruhi kepuasan yaitu 5 dimensi antara lain menurut Parasuraman dan Bitner (1996) antara lain: tangible (bukti fisik), reability (kehandalan), responsiveness (daya tanggap), assurance (jaminan) dan empathy (empati). Jenis penelitian ini menggunakan metode deskriptif dengan pendekatan kuantatif. Teknik pengambilan sampelnya menggunakan Accidental Sampling. Dalam penelitian ini mengambil sampel kuesioner populasi pasien yang menggunakan jasa pelayanan sebanyak 200 orang per bulan. Sampel yang diambil 20% dari jumlah populasi yaitu 40 orang. Teknik pengumpulan data menggunakan kuesioner. Analisis data menggunakan statistik deskriptif.  Hasil penelitian menunjukkan bahwa: Penilaian responden pada bukti fisik sangat puas, dengan skor rata-rata 3,27-3.47. Penilaian responden pada kehandalan puas, dengan skor rata-rata 3,17-3,25. Penilaian responden pada daya tanggap puas, dengan skor rata-rata 3,15-3,2. Penilaian responden pada jaminan sangat puas, dengan skor rata-rata 3,5-3,75. Penilaian responden pada empati sangat puas, dengan skor rerata 3,3. Dari 5 dimensi diatas, terdapat 3 dimensi memperoleh skor rata-rata tinggi dan 2 dimensi memperoleh skor ratarata rendah yang harus ditingkatkan lagi. Berdasarkan kesimpulan diatas maka dikemukan saran antara lain: petugas lebih tanggap lagi menangani keluhan responden, menempatkan petugas yang lebih menguasai bidangnya, lebih sabar mendengarkan keluhan responden, meningkatkan pelayanan sesuai motto rumah sakit dan memberikan pelayanan lebih cepat.  
Kata Kunci: Kepuasan Pasien  
  
  
  
  
  
  
  
  
ANALYSIS OF NEW PATIENT SATISFACTION IN THE REGISTRATION PLAN OF THE BAPTIS BATU HOSPITAL 
 
Kristina Manurung ¹), Dr. Tri Marheni Widiastuti²) 
 1) Medical Recording Study Program Students and Health Information Malang Institute of Administrative Sciences  
2) Supervising Lecturer  
Email: kristin150497@gmail.com trimarhaeni@gmail.com 
ABSTRACT 
Patient satisfaction is a very valuable asset because if patients are satisfied with the services provided, they will continue to use the services of their choice and recommend to those around them. This study reviews patient satisfaction from one of the factors that affect satisfaction, namely 5 dimensions, among others, according to Parasuraman and Bitner (1996), among others: tangible (physical evidence), reability (reliability), responsiveness (responsiveness), assurance (assurance) and empathy (empathy). This type of research uses descriptive methods with a quantitative approach. The sampling technique uses accidental sampling. In this study, a sample of patient population questionnaire that used the services of 200 people per month. Samples taken 20% of the total population of 40 people. Data collection techniques using a questionnaire. Data analysis uses descriptive statistics. The results showed that: Respondents' assessment of physical evidence was very satisfied, with an average score of 3.27-3.47. Respondents' ratings on reliability were satisfied, with an average score of 3.17-3.25. Assessment of respondents on responsiveness is satisfied, with an average score of 3.15-3.2. Respondents' ratings on guarantees are very satisfied, with an average score of 3.5-3.75. Respondents' ratings on empathy were very satisfied, with a mean score of 3.3. From the 5 dimensions above, there are 3 dimensions obtain a high average score and 2 dimension obtain a low average score which must be increased again. Based on the conclusions above, suggestions were made, among others: officers were more responsive in responding to respondents 'complaints, placed officers who were more knowledgeable in their fields, were more patient in listening to respondents' complaints, improved services according to the hospital's motto and provided services more quickly.  
Keywords: Patient Satisfaction}
		}