Bab i Afrida

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    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

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    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%

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    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

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    (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!*

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    &%(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

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    1/::< s*a%ar ? 1/;

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    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/

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    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!&%/