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

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2. Respondents did not cooperate because of pain or
loss of consciousness and the patient's family did not
cooperate because of panicky
3. Illiterate
4. Not willing to follow the research and neither to fill out
questionnaires
This research was conducted by using a questionnaire on these
variables, translating variables in terms of assessment instruments and
appropriate questions according to the assessment instrument of
SERVQUAL Model. The research was conducted at the Emergency Unit
of Budhi Asih Hospital, East Jakarta, Jl. Dewi Sartika during the month of
September 2010. The research team has been formed by involving of all
nurses in the emergency room.
The next stage is perform approach and coordination to the
management party of Budhi Asih Hospital with a research permit, to make
this research as it should have permission, even integrated with quality
improvement programs of Budhi Asih Hospital.
Dividing questionnaire conducted by research staff who are
previously briefed beforehand about the purpose of research, how to fill
the data and its implementation plans.
The data has been collected will be analyzed by statistical methods
with test analysis of one-way different variants of F test (One Way
ANOVA) which is an analysis to determine differences of service quality
variables that are perceived and satisfaction of patients or families who
accompany them. Post-ANOVA test is to determine items differences of
inter-status dimensional quality of patient, and T-test is to determine
perception differences in the service quality among patients with health
insurances (ASKES), patients with social department insurances
(DINSOS), patients of poor families (GAKIN), and general patients.
RESEARCH RESULTS