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Abstrak :
Tesis ini membahas pengaruh kepuasan pasien terhadap kunjungan ulang secara analitik kuantitatif dengan desain prospective cohort dilengkapi pendekatan kualitatif. Pengambilan sampel dengan consecutive sampling. Informan terdiri dari Direktur, kepala instalasi, dokter spesialis paru, perawat, dan pasien, Tingkat kepuasan pasien sebesar 88,59% clan kunjungan ulang 75,5%. Dimensi Reliability, Responsiveness, dan kepuasan total berhubungan signifikan dengan kunjugan ulang. Pada analisis multivariat tidak ada variabel perancu hubungan kepuasan dengan kunjungan ulang. Disarankan melengkapi penunjuk arah, optimalisasi Poliklinik DOTS, penyusunan SOP informasi dan komunikasi, penyimpanan berkas rekam medik disatukan dengan foto rontgent, alat komunikasi supaya bisa langsung terhubung ke semua bagian tanpa melalui operator. ......This thesis discusses the influence of patient satisfaction to re-visit with the quantitative and qualitative analytical approach, prospective cohort design. Sampling with consecutive sampling. Informants consisted of Director, head of the installation, tuberculosis specialist doctors, nurses, and patients. Level of patient satisfaction of 88.59% and 75.5% re-visit. Dimensions of Reliability, Responsiveness, and total satisfaction have significant associated with re-visit. In the multivariate analysis does not have confounding variable relationship satisfaction with the re-visit. Recommended a complete way, optimaliz.ation Clinic DOTS, SOP preparation of information and communication, medical record storage file together with image rontgent, means of communication that can be directly connected to all parts without going through the operator.

Abstrak :
ABSTRAK
Kepuasan pelanggan menjadi aspek yang sangat penting sehingga harus dikelola dengan baik. Rendahnya kepuasan dalam suatu proses layanan rumah sakit dapat berdampak tidak terselesaikannya pembayaran oleh pasien (minggat), yang berimbas pada pasien tidak akan datang kembali atau terjadi kehilangan pelanggan. Beberapa masalah yang masih sering dikeluhkan oleh pasien adalah lamanya waktu tunggu. Waktu tunggu dicari dengan melakukan pengamatan terhadap pasien yang melakukan proses pelayanan di rawat jalan, kemudian diukur kepuasannya, dan ditanyakan pula mengenai niat kunjugan ulangnya. Disimpulkan bahwa waktu tunggu pelayanan rawat jalan rata-rata masih diatas standar yang ditetapkan dan adanya hubungan signifikan antara kepuasan dan niat kunjungan ulang

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ABSTRACT
Customer satisfaction become a very important aspect so that it must be managed by well, because it is as promotion media for hospitals (mouth to mouth). Dissatisfaction in the process of hospital services have affect on do not completion of the payment by the patient who run away, that it will have impact on patients will not come back or losing customers. Some problems was still frequently complained by the patient is the waiting time is too long. The waiting time was analyzed by observe on the patients who was undergoing outpatient services, and then measured their satisfaction, and also asked about their intentions to re-visit. It can be concluded that the waiting time was still above average standards and there is significant correlation between satisfaction and re-visit intentions