Bayu Kumoro Jati 16591/PS/IKM/05 MASTER DEGREE PROGRAM ...

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3. For uniformity of service management need to standardize
the service performance process and doing a good training
of personnel
4. Encourage motivation to staff to improve service quality
through policies that can support quality of service.
5. Make similar studies in both Inpatient and Outpatient Unit so
as to the hospital has data service quality as a whole.
REFERENCES
1. Azwar, A. 1996. Menjaga Mutu Pelayanan Kesehatan, Pustaka Sinar
Harapan, Jakarta.
2. Basrana, M. 2010. Kualitas Pelayanan Rawat Inap di Rumah Sakit
Umum Daerah Teluk Kuantan. Tesis. Program Pascasarjana Fakultas
Kedokteran Universitas Gadjah Mada Yogyakarta.
3. Boerstler, H. 1996. Implementation of Total Quality
Management:Conventional Wisdom versus Reality, Hospital and Health
Services Administration, 41:2
4. Departemen Kesehatan RI, 1992a. Pedoman Pelayanan Gawat
Darurat, Direktorat Rumah Sakit Khusus dan Swasta, Direktorat
Jenderal Pelayanan Medik.
5. Departemen Kesehatan RI, 1992b. Standar Pelayanan Rumah Sakit,
Direktorat Rumah Sakit Umum dan Pendidikan, Direktorat Jenderal
Pelayanan Medik.
6. Donabedian, A., 1988. The Quality of Care, How can it be assessed
?Journal of The American Medical Association. (12), 260, pp.1743-
1748.
7. Emergency Nurses Association. 2005. Costumer Service and
Satisfaction in the Emergency Department. Top Emerg Med (27), 4, pp
327-328.
8. Gitlow, H.S.. Gitlow, S.J. 1994. Total Quality Management in Action:
Combines Deming’s Philosophy and Japanese Management Systems,
PTR Prentice Hall, Englewood Cliffs Inc, New Jersey.
9. Hadisudarmo, S., 1998. Peningkatan Mutu Pelayanan Tindakan Bedah
Darurat melalui Sosialisasi Pendekatan Manajemen Mutu Terpadu
RSSUD Budhi Asih, Jakarta. Tesis UGM.
10. Hegdes, J.R., Trout A., Magnusson A.R. 2002. Satisfied Patients
Exiting the Emergency Department (SPEED) Study. Academic
Emergency Medicine (9), 1, pp 15-22.
11. Jacobalis. 1990. Kegiatan Pemasaran Rumah Sakit, Seminar
Pemasaran dan Kebijakan Promosi Rumah Sakit. IRSJAM. Majalah
Perumahsakitan edisi XVIII Apriil-Juni. Jakarta.