Bab i Afrida
-
Upload
putrapaninjauan -
Category
Documents
-
view
221 -
download
0
Transcript of Bab i Afrida
-
7/24/2019 Bab i Afrida
1/8
Proposal
FAKTOR FAKTOR YANG BERHUBUNGAN DENGAN DIMENSI MUTU
PELAYANAN KEPERAWATAN DI RUANG RAWAT INAP
RSIA HERMINA GRAND WISATA JAKARTA
TAHUN 201
D!a"#$a% S&'a(a! Sala) Sa*# S+ara* M&,p&rol&) G&lar Sar"a%a K&p&ra-a*a%
OLEH.
AFRIDA
NIM//////////////////////////////////////////
PROGRAM STUDI SARJANA KEPERAWATAN
STIKES PERTAMEDIKA JAKARTA
201
-
7/24/2019 Bab i Afrida
2/8
BAB I
PENDAHULUAN
A. Latar Belakang
R#,a) Sa$!* aala) sala) sa*# sara%a $&s&)a*a% *&,pa* ,&%+&l&%((ara$a% #pa+a
$&s&)a*a% +a%( !s&l&%((ara$a% &%(a% p&%&$a*a% p&,&l!)araa% p&%!%($a*a%
$&s&)a*a% pro,o*!34 p&%5&(a)a% p&%+a$!* pr&6&%*!34 p&%+&,'#)a% p&%+a$!*
$#ra*!34 a% p&,#l!)a% $&s&)a*a% r&)a'!l!*a*!34 +a%( !la$sa%a$a% s&5ara
,&%+&l#r#) *&rpa# a% '&r$&s!%a,'#%(a% UU R#,a) Sa$!* %o *a)#%
20074/
T#"#a% p&la+a%a% $&s&)a*a% aala) *&r5apa!%+a &ra"a* $&s&)a*a% ,as+ara$a*
+a%( ,&,#as$a% )arapa% a% &ra"a* $&'#*#)a% ,as+ara$a* (customer
satisfaction),&lal#! p&la+a%a% +a%( &3&$*!3 ol&) p&,'&r! p&la+a%a% +a%( "#(a
a$a% ,&,'&r!$a% $&p#asa% ala, )arapa% a% $&'#*#)a% p&,'&r! p&la+a%a%
(provider satisfaction) ala, !%s*!*#s! p&la+a%a% +a%( !s&l&%((ara$a% s&5ara
&3!s!&% (institusional satisfaction) !%*&ra$s! $&*!(a p!lar #*a,a p&la+a%a%
$&s&)a*a% +a%( s&ras! s&laras a% s&!,'a%( ,&r#pa$a% pa%#a% ar! $&p#asa% *!(a
p!)a$ a% !%! ,&r#pa$a% p&la+a%a% $&s&)a*a% +a%( ,&,#as$a% D"o"os#(!*o
20114/
Ja,!%a% ,#*# p&la+a%a% $&s&)a*a% ,&r#pa$a% sala) sa*# p&%&$a*a% a*a# #pa+a
+a%( sa%(a* ,&%asar ala, ,&,'&r!$a% p&la+a%a% $&paa pas!&% p&la+a%a%
pro3&s!o%al $&s&)a*a% 'a!$ p&rora%(a% a*a#p#% $&lo,po$ )ar#s s&lal# '&r#pa+a
,&,'&r!$a% p&la+a%a% $&s&)a*a% +a%( *&r'a!$ ,#*#%+a $&paa s&,#a pas!&%
aa%+a p&r#'a)a% sos!al '#a+a ,as+ara$a* a% p&r$&,'a%(a% !l,# p&%(&*a)#a%
-
7/24/2019 Bab i Afrida
3/8
a% *&$%olo(! p&%!%($a*a% p&%(&*a)#a% ,as+ara$a* *&%*a%( $&s&)a*a% a%
p&r$&,'a%(a% !%3or,as! +a%( &,!$!a% 5&pa* s&r*a ! !$#*! ol&) *#%*#*a%
,as+ara$a* a$a% p&la+a%a% $&s&)a*a% +a%( l&'!) 'a!$ ,&%()ar#s$a% p&la+a%a%
$&s&)a*a% #%*#$ ,&%(&,'a%($a% !r! s&5ara *&r#s ,&%&r#s s&!r!%( &%(a%
p&r$&,'a%(a% +a%( aa paa ,as+ara$a* *&rs&'#* Sal&)a 20074/
Ja,!%a% p&la+a%a% $&s&)a*a% ala, r#a%( l!%($#p r#,a) sa$!* ,&%"a! !s#
#*a,a ala, p&,'a%(#%a% $&s&)a*a% 'a!$ ala, l!%($#p %as!o%al ,a#p#%
(lo'al )al !%! !oro%( $ar&%a s&,a$!% '&sar%+a *#%*#*a% *&r)aap or(a%!sas!
p&la+a%a% $&s&)a*a% #%*#$ ,a,p# ,&,'&r!$a% p&la+a%a% $&s&)a*a% s&5ara
pr!,a *&r)aap $o%s#,&%/ Dala, p&%(&,'a%(a% ,as+ara$a* +a%( s&,a$!% $r!*!s
,a$a ,#*# p&la+a%a% a$a% ,&%"a! soro*a% 'a!$ #%*#$ p&la+a%a% ,&!s ,a#p#%
'&%*#$ p&la+a%a% la!%%+a Po)a% 20124/
P&ra-a* s&'a(a! #"#%( *o,'a$ R#,a) Sa$!* ala, ,&,'&r!$a% p&la+a%a%8as#)a%
$&p&ra-a*a% pro3&s!o%al +a%( '&rs!3a* )#,a%!s*!s &%(a% ,&%((#%a$a%
p&%&$a*a% )ol!s*!s !*#%*#* #%*#$ s&lal# '&r#pa+a a% ,&,&%#)! )arapa% pas!&%
s&)!%((a pas!&% a$a% s&lal# p#as *&r)aap la+a%a% +a%( !'&r!$a% ol&) s&ora%(
p&ra-a*/ P&%&$a*a% "a,!%a% ,#*# p&la+a%a% $&p&ra-a*a% ,&%(#*a,a$a%
$&l#ara% la+a%a% $&p&ra-a*a% a*a# +a%( a$a% !)as!l$a% a% !a$!'a*$a%
la+a%a%a% $&p&ra-a*a%/
La%($a) pro3&s!o%al!sa,& ala, ,&%!%($a*$a% ,#*# p&la+a%a% $&p&ra-a*a%
*!a$ *&rl&pas ar! asp&$ !,&%s! ,#*# p&la+a%a% $&p&ra-a*a% +a%( ,&l!p#*!
asp&$ $&,a,p#a% ,&,'&r!$a% p&la+a%a% &%(a% s&(&ra (reliability)
,&,'&r!$a% p&la+a%a% &%(a% *a%((ap &%(a% $&'#*#)a% pas!&% (responsive)
,&,'&r!$a% "a,!%a% +a%( ,&l!p#*! $&,a,p#a% p&%(&*a)#a% a% s!3a* !p&r5a+a
-
7/24/2019 Bab i Afrida
4/8
(assurance) $&pl!a% $&paa pas!&% &%(a% p&%#) p&r)a*!a% (emphaty) '#$*!
la%(s#%( a*a# '&r-#"# ,&l!p#*! 3as!l!*as 3!s!$ p&rala*a% $&'&rs!)a% r#a%(
p&%a,p!la% p&ra-a* T"!p*o%o 20074/
F&%o,&%a ,&%#%"#$$a% 'a)-a ,as!) 'a%+a$%+a $&*!a$p#asa% pas!&% *&r)aap
,#*# p&la+a%a% $&p&ra-a*a% )al !%! '!sa !s&'a'$a% ol&) p&r'&aa% p&%()arapa%
pas!&% *&r)aap ,#*# p&la+a%a% $&p&ra-a*a% +a%( !*&r!,a &%(a% p&la+a%a%
+a%( !'&r!$a% ol&) p&ra-a* !%! *&r'#$*! &%(a% aa%+a $as#s $&sala) pa)a,a% +a%(
*&r"a! a%*ara pas!&% &%(a% p&ra-a* $ar&%a $#ra%(%+a $o,#%!$as! a%*ara pas!&%
&%(a% p&ra-a* s&la!% !*# aa "#(a p&ra-a* +a%( $#ra%( *a%((ap ,&,'&r!$a%
p&%a%(a%a% *&r)aap pas!&% +a%( ,&%+&'a'$a% pas!&%%+a ,&%(&l#) *&r)aap
p&la+a%a% $&p&ra-a*a% +a%( !'&r!$a% s&r*a *!a$ ,&,aa!%+a sara%a a%
prasara%a +a%( !'&r!$a% ol&) pas!&% Pras&*+o 20074/
R#,a) Sa$!* I'# a% A%a$ RSIA4 H&r,!%a Gra% W!sa*a Ja$ar*a ,&r#pa$a%
r#,a) sa$!* *!p& 9 &%(a% $apas!*as *&,pa* *!#r s&$!*ar //// *&,pa* *!#r
,&,!l!$! s#,'&r a+a p&ra-a* s&$!*ar ////// ora%( &%(a% '&ra(a, $#al!3!$as!
p&%!!$a% a% p&%(ala,a%%+a/ R#,a) Sa$!* I'# a% A%a$ RSIA4 H&r,!%a Daa%
Mo(o* Ja$ar*a U*ara $)#s#s%+a r#a%( ra-a* !%ap )!%((a $!%! "#(a *!a$ l#p#* ar!
,asala) +a%( '&r)#'#%(a% &%(a% $&p#asa% pas!&% +a%( !ra-a* ! r#a%( *&rs&'#*/
Da*a )as!l s#r6&+ a-al +a%( !la$#$a% ! r#a%( ra-a* !%ap *&%*a%( !,&%s! ,#*#
p&la+a%a% +a%( !'&r!$a% ! apa*$a% a*a 'a)-a :; < pas!&% ,&rasa p&ra-a*
$#ra%( *a%((ap *&r)aap $&'#*#)a% pas!&% 2; < pas!&% *!a$ p#as *&r)aap
p&r)a*!a% p&ra-a* =:/; < pas!&% *!a$ p#as *&r)aap p&la+a%a% +a%( !'&r!$a%
*&r)aap p&ra-a*a% pas!&% : < pas!&% $#ra%( p#as *&r)aap $&%+a,a%a% r#a%(
ra-a*/ R&%a)%+a s#a*# ,#*# p&la+a%a% s&'#a) r#,a) sa$!* s&lal# *&r$a!*
-
7/24/2019 Bab i Afrida
5/8
&%(a% '&r'a(a! asp&$ s*r#$*#r a% pros&s ,#*# p&la+a%a% $&p&ra-a*a%
s&5ara #,#, asp&$ p&%!la!a% ,&l!p#*! asp&$ s*r#$*#r s#,'&r a+a ,a%#s!a
sara%a a% prasara%a ,&*o& as#)a% $&p&ra-a*a% a%a p&,asara% a% la!%%+a4
as#,s! la!% ,&%(a*a$a% "!$a s*r#$*#r s!s*&, r#,a) sa$!* *&r*a*a &%(a% 'a!$ a$a%
,&%"a,!% ,#*# p&la+a%a% N#rsala, 20114/
R#a%( Ra-a* I%ap R#,a) Sa$!* I'# a% A%a$ H&r,!%a Gra% W!sa*a Ja$ar*a Ta)#%
201 *!a$ *&rl&pas ar! '&r'a(a! ,asala) *&r)aap '&'&rapa 3a$*or +a%(
,&%#$#%( ,#*# p&la+a%a% !a%*ara%+a aala) s#,'&r a+a ,a%#s!a sala)
sa*#%+a ,as!) *&rapa* $&*!a$s&s#a!a% "#,la) p&ra-a* a% pas!&% !r#a%(a%
sara%a a% prasara%a +a%( $#ra%( ,&%#$#%( ,&*o& as#)a% $&p&ra-a*a%
$#ra%( op*!,al '&rasar$a% a*a )as!l r&s!&%s! !apa*$a% p&r%+a*aa% p&ra-a*
*&r)aap s#,'&r a+a ,a%#s!a 'a)-a =:< p&ra-a* ,&%+a*a$a% "#,la) p&ra-a*
*!a$ s&s#a! &%(a% pas!&% :>:< p&ra-a* ,&%+a*a$a% $#ra%(%+a $&s&,pa*a%
#%*#$ ,&%(!$#*! p&%!!$a% a% p&la*!)a% +a%( !'&r!$a% ol&) $&'!"a$a% r#,a)
sa$!* :=7< p&ra-a* ,&%+a*a$a% $#ra%(%+a sara%a a% prasara%a +a%( ,&%#$#%(
p&la+a%a% $&p&ra-a*a%/ Ra),a-a*! 200=4 ,&%&3!%!s!$a% )as!l a$)!r ar! s#a*#
$&(!a*a% pra$*!$ p&la+a%a% $&s&)a*a% s&p&r*! o$*&r p&ra-a* a% *&%a(a pro3&s!
la!% +a%( *!a$ ! #$#%( ol&) s#,'&r a+a ,a%#s!a +a%( 'a!$ sara%a a% prasara%a
+a%( $#ra%( ,&%#$#%( s&r*a $#ra%( &3&$*!3%+a s*a%ar ,&*o& as#)a%
$&p&ra-a*a% +a%( !'&r!$a% a$a% '&ra$!'a* *&r)aap o#*5o,& !%!$a*or ,#*# +a%(
,&%(a5# paa asp&$ p&la+a%a% $&s&)a*a% ,&l!p#*! . a%($a $&,a*!a% !'# a%($a
$&,a*!a% 'a+! "#,la) !%3&$s! %oso$o,!al &$#'!*#s pas!&% "a*#) 3l&'!*!s/
Da*a ,#*# p&la+a%a% ! R#a%( Ra-a* I%ap RSIA H&r,!%a Gra% W!sa*a Ja$ar*a paa
*a)#% 201> apa* !l!)a* '&rasar$a% !%!$a*or s&'a(a! '&r!$#* $&"a!a% 3l&'!*!s
-
7/24/2019 Bab i Afrida
6/8
1/::< s*a%ar ? 1/;
-
7/24/2019 Bab i Afrida
7/8
U%*#$ ,&%(&*a)#! 3a$*or 3a$*or +a%( '&r)#'#%(a% &%(a% !,&%s! ,#*#
p&la+a%a% $&p&ra-a*a% ! R#a%( Ra-a* I%ap RSIA H&r,!%a Gra% W!sa*a
Ja$ar*a Ta)#% 201/
. Tujuan khusus.
a/ D!$&*a)#!%+a !s*r!'#s! 3r&$#&%s! (a,'ara% p&%(&lolaa% s#,'&r a+a
$&p&ra-a*a% ! R#a%( Ra-a* I%ap RSIA H&r,!%a Gra% W!sa*a Ja$ar*a Ta)#%
201//
'/ D!$&*a)#!%+a !s*r!'#s! 3r&$#&%s! (a,'ara% $&*&rs&!aa% sara%a a%
prasara%a ! R#a%( Ra-a* I%ap RSIA H&r,!%a Gra% W!sa*a Ja$ar*a Ta)#%
201/
5/ D!$&*a)#!%+a !s*r!'#s! 3r&$#&%s! (a,'ara% ,&*o& as#)a% $&p&ra-a*a% !
R#a%( Ra-a* I%ap RSIA H&r,!%a Gra% W!sa*a Ja$ar*a Ta)#% 201/
/ D!$&*a)#!%+a !s*r!'#s! 3r&$#&%s! (a,'ara% !,&%s! ,#*# p&la+a%a%
$&p&ra-a*a% ! R#a%( Ra-a* I%ap RSIA H&r,!%a Gra% W!sa*a Ja$ar*a Ta)#%
201/
&/ D!$&*a)#!%+a )#'#%(a% p&%(&lolaa% s#,'&r a+a $&p&ra-a*a% &%(a%
!,&%s! ,#*# p&la+a%a% $&p&ra-a*a% ! R#a%( Ra-a* I%ap RSIA H&r,!%a
Gra% W!sa*a Ja$ar*a Ta)#% 201/
3/ D!$&*a)#!%+a )#'#%(a% $&*&rs&!aa% sara%a a% prasara%a &%(a% !,&%s!
,#*# p&la+a%a% $&p&ra-a*a% ! R#a%( Ra-a* I%ap RSIA H&r,!%a Gra%
W!sa*a Ja$ar*a Ta)#% 201/
(/ D!$&*a)#!%+a )#'#%(a% ,&*o& as#)a% $&p&ra-a*a% &%(a% !,&%s! ,#*#
p&la+a%a% $&p&ra-a*a% ! R#a%( Ra-a* I%ap RSIA H&r,!%a Gra% W!sa*a
Ja$ar*a Ta)#% 201/
D. Man!aat Penelitian
1/ Ba(! Pro(ra, S*#! S1 Sar"a%a K&p&ra-a*a% STIK&s P&r*a,&!$a Ja$ar*a/
-
7/24/2019 Bab i Afrida
8/8
P&%(&,'a%(a% !l,# a% #%*#$ ,&%a,'a) $&p#s*a$aa% *&%*a%( 3a$*or
3a$*or +a%( '&r)#'#%(a% &%(a% $#al!*as p&la+a%a% $&p&ra-a*a% ! R#a%(
Ra-a* I%ap RSIA H&r,!%a Gra% W!sa*a Ja$ar*a Ta)#% 201 a% apa* ,&%"a!
,as#$a% 'a(! p&%&l!*! s&la%"#*%+a/
2/ Ba(! p&%&l!*!
P&%(&,'a%(a% !l,# a% ,&%apa* *a,'a)a% p&%(&*a)#a% pra$*&$ ala,
pros&s p&%&l!*!a% *&%*a%( 3a$*or 3a$*or +a%( '&r)#'#%(a% &%(a% !,&%s!
!,&%s! p&la+a%a% $&p&ra-a*a% R#a%( Ra-a* I%ap RSIA H&r,!%a Gra%
W!sa*a Ja$ar*a Ta)#% 201 a% apa* ,&%"a! ,as#$a% 'a(! p&%&l!*! s&la%"#*%+a/
>/ Ba(! RSIA H&r,!%a Gra% W!sa*a Ja$ar*a/
M&,'&r!$a% (a,'ara% *&%*a%( 3a$*or 3a$*or +a%( '&r)#'#%(a% &%(a%
!,&%s! ,#*# p&la+a%a% $&p&ra-a*a% ! R#a%( Ra-a* I%ap RSIA H&r,!%a
Gra% W!sa*a Ja$ar*a Ta)#% 201 a% apa* ,&%"a! ,as#$a% 'a(! p&%&l!*!
s&la%"#*%+a s&)!%((a apa* !"a!$a% 'a)a% &6al#as! #%*#$ ,&%(&,'a%($a%
la+a%a% $&p&ra-a*a% +a%( apa* ,&,#as$a% pas!&%8$l!&%/