BANTEN SCHOOL HEALTH OF SCIENCE

MAJORING AT BACHELOR OF NURSING

SCRIPTION, 2009

OKTAVIANA
NPM 050210324

THE FACTORS WHICH DEAL WITH SATISFACTION OF ELDERLY BASED ON

SERVICES IN PANTI WREDA BINA BHAKTI YEAR 2009
xiv + 7 chapter + 63 page + 21 table + 9 enclosure + 22 + library

ABSTRACT

Preface, The quality of health services is one of basic needs from everyone. Until now, the
health scientist always try to improve the quality of themselves, their profession, health
facilities, ability of health management, specially quality management of health services. The
goal is for reach the consumer satisfaction (Djojosugito, 2001). There for, the writer would
like to know more about the factors which deal with satisfaction of elderly based on services
in Panti Wreda Bina Bhakti. Methode of Research, the writer used device of descriptive
research and cross sectional approach with dependent and independent variable measurement
done at the same time and used the satisfied sample with 52 people. Data collecting by
interview and questioner that related with its variables. The result of discuss, the result of
data from this research is the satisfied services of patient perception with 89,33% and
unsatisfied services with 10,67%. From the variables that researched, there are four variables
that have significant relation : agility, appereance, communication, environment. And there
are two variables that don’t have significant relation : employee behavior and facility.
Suggestion, adding the facility, improving of : employee behavior, ability, good
communication, proper uniform that employee wore in health services.

Key word : Satisfaction Of Elderly

ix