Influence Patient Satisfaction Quality of Non-JKN Hospital Clinic

  • Renaldo Renaldo Sekolah Tinggi Ilmu Ekonomi Indocakti
  • Yudhi Anggoro Sekolah Tinggi Ilmu Ekonomi Indocakti
  • Kasribening Menik Sekolah Tinggi Ilmu Ekonomi Indocakti
Keywords: quality of service, patient satisfaction

Abstract

At present, patients as consumers can realize the enormous effect on the existence of health care facilities. Patient satisfaction is now a priority for health care providers. The purpose of this study was to determine the effect of service quality on patient satisfaction. This research is a quantitative descriptive. Data analysis methods used are correlation analysis and regression analysis. Based on the results of testing the hypothesis that can be solved regarding the power response (responsiveness) is the most dominant variable affecting patient satisfaction in KRI Elisa. Empathy also has an interest in patient satisfaction. Based on independent evidence, physical evidence (tangible), approval (reliability), responsiveness (responsiveness), empathy (empathy) and Guarantee (guarantee) significantly influence the satisfaction of KRI Elisa patients. The five variables in the dimensions of service quality contributed together to the contribution variable of (R Square) 52.5% on patient satisfaction. This study resulted in the finding that the simultaneous variable quality of service had a significant effect of 54.5% of patient satisfaction at Elisa's inpatient clinic

Downloads

Download data is not yet available.

References

Gde Muninjaya, A. A. 2015. Manajemen Mutu Pelayanan Kesehatan Edisi 2. Jakarta. Penerbit Buku Kedokteran EGC.
Harfika, Jarliyah dkk. 2017. Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Kabupaten Aceh Barat Daya. Jurnal. (Online). http://journal.umsurabaya.ac.id/index.php/balance/article/download/1285/1045 diakses 16 Juli 2019.
Jasfar, Farida. 2009. Manajemen Jasa : Pendekatan Terpadu. Jakarta. Ghalia Indonesia.
Lubis, Alfi Syahri dkk. 2017. Pengaruh Kualitas Pelayanan (Service Quality) Terhadap Kepuasan Pelanggan PT. Sucofindo Batam. Jurnal. (Online).(https://jurnal.polibatam.ac.id/index.php/JABA/article/download/619/431/) diakses pada 15 Agustus 2019.
Mernawati, Defi dkk. (2016). Analisis FaktorFaktor Yang Berhubungan Dengan Tingkat Kepuasan Pasien Rawat Jalan Di Puskesmas Lamper Tengah Kecamatan
Semarang Selatan Kota Semarang. Journal. (Online).(https://journal.unnes.ac.id/nju/index.php/phpj/article/download/7755/5399) diakses 19 Juli 2019.
Ristiani, Ida Yunani. 2017. Pengaruh Sarana Dan Kualitas Pelayanan Terhadap Kepuasan Pasien : Studi Pada Pasien Rawat Jalan Unit Poliklinik IPDN Jatinangor. Jurnal. Cooetition Volume VIII Nomor 2. (Online) (http://ikopin.ac.id/jurnal/index.php/coopetition/article/download/34/35) diakses 16 Juli 2019
Sanusi, Anwar. 2017. Metode Penelitian Bisnis : Disertai Contoh Proposal Bidang Ilmu Ekonomi Dan Manajemen. Jakarta. Salemba Empat.
Satrianegara, M. Fais. 2014. Organisasi Dan Manajemen Pelayanan Kesehatan. Teori Dan Aplikasi Dalam Pelayanan Puskesmas Dan Rumah Sakit. Jakarta. Salemba
Medika.
Tjiptono, Fandy. 2019. Pemasaran Jasa : Prinsip, Penerapan, Penelitian. Yogyakarta. Penerbit Andi.
Published
2020-03-31
Section
Articles