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THE QUALITY OF NURSING SERVICE AND PATIENTS’ SATISFACTION IN THE INPATIENT ROOM OF PANCARAN KASIH GMIM HOSPITAL MANADO

Author : Herman J. Warouw

Abstract

Patients’ satisfaction was a hope of each officers in a hospital included the nurses. Patients’ hopes that were higher and more complex, needed to be balanced by giving quality service in order to meet a demand of them. Hospital as an institution of service giver needed to realize that it’s existence in the competition was more and more strict in giving the nursing service. This research was conducted in order to know the correlation between quality of nursing service and patients’ satisfaction in the inpatient room of Pancaran Kasih GMIM Hospital Manado. This was analytical research with cross sectional design. The research was conducted on 16 January to 18 February 2017. The populations were patients who were hospitalized minimal 3 days, while the samples were 109 respondents. The data was collected by using questionnaires which were filled directly by the respondents during their preparation to check out from the hospital. The data were analyzed by using univariat and bivariat with statistic test of Kai Quadrate (X²). The result showed that most of the patients said that the quality of the nursing service was good and they were satisfied with the service received. After being examined by comparing with the table of Kai Quadrate, it found that X² counting = 5.1609 while X² table = 3,841 so X² counting > X² table. Thereby, the value of p < α 0,05, so it could be concluded that there was meaningful correlation between quality of nursing service with patients’ satisfaction in the inpatient rooms of Pancaran Kasih Hospital GMIM Manado. According to this research, it was hoped that the hospital could increase the quality of nursing service in order that the patients would be satisfied. Key words: Service Quality, Nursing Service, Patients’ Satisfaction.

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