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PERSEPSI PASIEN RAWAT JALAN TENTANG MUTU PELAYANAN PETUGAS DI KLINIK UNIVERSITAS ADVENT INDONESIA PARONGPONG, BANDUNG

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ABSTRAK This thesis is motivated by the high expectations of the people to get health care satisfactory. With the increasing number of health care facilities, the health care providers are required to always provide the best service for patients. The purpose of this study was to obtain an overview of the perceptions of the quality of outpatient clinic services officer at Adventist University of Indonesia Parongpong, Bandung. The method used in this research is descriptive method. The population in this study were patients who underwent outpatient clinic UNAI and samples used in this study were patients who underwent outpatient clinic UNAI at week 3 March. Instrument used in this study consisted of a questionnaire form 20-point declaration formulated from theory of Parasuraman (2004) and Supranto (2006). But before the instrument is used to prior Content Validity. The results showed that patients in the outpatient clinic UNAI have a good perception of the service personnel. The most dominant aspect of perception is the aspect of "security", while the perception of a less dominant aspect is the aspect of "direct evidence". The most dominant perception item is "knowledge and skills are very good doctors in determining the diagnosis of disease" and "doctors and officers give special attention to each patient" while the less dominant grains are "doctors and nurses pay attention to the patient's complaints seriously". Clinical advice to the leadership of the Adventist University of Indonesia Parongpong, Bandung expected to be input in order to maintain quality of care and to develop and continuously improve service quality. Expected to field research methods of this study can be used as basic data for developing the next study on the perceptions of patients about drug price comparisons at the University Clinic Parongpong Advent Indonesia, Bandung with drug prices outside the Indonesian Adventist University Clinic.