KEPUASAN TERHADAP PELAYANAN DAN KUALITAS MAKANAN PASIEN RAWAT INAP RS QUEEN LATIFA YOGYAKARYA SATISFACTION SERVICE AND PATIENT’S FOOD QUALITY QUEEN LATIFA YOGYAKARTA HOSPITAL

Abstract

Abstrak
Penelitian bertujuan: 1) mengetahui tingkat kepuasan pasien rawat inap terhadap pelayanan makanan
meliputi sikap karyawan, sarana prasarana, serta waktu pelayanan di RS Queen Latifa. 2) mengetahui tingkat
kepuasan pasien rawat inap terhadap kualitas produk makanan meliputi gizi, rasa, tekstur, tampilan,
keamanan makanan, bahan dan alat yang digunakan di RS Queen Latifa. Penelitian ini merupakan penelitian
survei. Populasinya pasien rawat inap bulan Februari- Maret 2016 di RS Queen Latifa 150 orang. Teknik
pengambilan sampel random sampling jumlah 100 orang. Metode pengumpulan data angket tertutup. Uji
validitas instrumen menggunakan validitas isi, uji reliabilitas menggunakan koefisien Alpha Cronbach
dengan nilai kinerja 0,900 dan harapan 0,873. Teknik analisis data deskriptif kuantitatif dan diagram
kartesius. Hasil penelitian: 1)tingkat kepuasan pasien rawat inap terhadap pelayanan makanan mendapatkan
hasil puas. 2) tingkat kepuasan pasien rawat inap terhadap kualitas produk makanan mendapatkan hasil
sangat puas.
Kata Kunci: Kepuasan Konsumen, pelayanan dan kualitas makanan, Rumah Sakit Queen Latifa
Abstract
The purposes of study are to find out: 1) the level of patient satisfaction on the food services which includes
employee’s attitude, infrastructure, and service time at the Queen Latifa Hospital, 2) the level of patient
satisfaction on the quality of food products wich includes nutrition, flavor, texture, appearance, tools and
materials used in the implementation of food at Queen Latifa Hospital. Design of research is survey. The
research population was patients from February through March 2016 at Queen Latifa Hospital with 100
people. The sampling technique used random sampling. Methods to collecting data using the closed
questionnaire. The instrument validity test using content validity, reliability test using Cronbach Alpha
formula with a coefficient of reliability performance 0.900 and expectations 0.873. Data were analyzed using
quantitative descriptive analysis and Cartesian diagram. The results obtained from the mean sub-variables
known that: 1) the level of patient satisfaction with the services of food are "satisfied", 2) the level of patient
satisfaction on the quality of food products are "very satisfied".
Keywords: customer satisfaction, food service, food quality, Queen Latifa Hospital