Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien (Studi Kasus di Puskesmas Kecamatan Depati VII Kabupaten Kerinci)

Edia Satria

Abstract


This study aims to determine 1) The extent to which the influence of the service quality on patient satisfaction of Puskesmas Kecamatan Depati VII Kabupaten Kerinci? 2) The extent to which the influence of the service quality on patient satisfaction of Puskesmas Kecamatan Depati VII Kabupaten Kerinci either directly or indirectly ? The Population in this study is patient of Puskesmas Kecamatan VII Kabupaten Kerinci period of 2017 totaling 7622 patients. Furthermore, by using the formula slovin, then obtained sample size of 75 patients with sampling accidental sampling technique. Data analysis tool used is the analysis of the path at an alpha level of 0.05. Based on the results of the study showed that: service quality positive and significant effect on patient satisfaction. Both directly and indirectly the quality of service has a positive and significant effect on patient satisfaction.

Keywords


service quality patient satisfaction

Full Text:

PDF

References


Andrianyansah & Sunardji Daromi, 2005, Analisis Kepuasan Pasien Terhadap Kualitas Pelayanan Kesehatan Di Rumah Sakit Umum Kabupaten Belitung, SINERGI

Ardian Adhiatma, 2001. Analisis Kepuasan Konsumen Terhadap Kualitas Pelayanan Jasa Kesehatan Di Rumah Sakit Ibu dan Anak di Semarang, Vol.2, No.2, 67-76.

Cooper, Donald R dan C William Emort. 1999. Metode Penelitian Bisnis (Jilid 1 Edisi Kelima). Jakarta: Penerbit Erlangga.

Malayu. S. P. Hasibuan, Pengorganisasian.

Ghozali, Imam. 2001. Aplikasi Analisis Multivariate dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro.

Guntur SW. 2006. Analisis Service Quality terhadap Kepuasan Pelanggan (Studi PDAM Kota Surakarta, Tesis. Surakarta: Program Magister Manajemen

Henri. 2003. Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Inap di Rumah Sakit PKU Muhammadiyah Yogyakarta, Tesis. Yogjakarta: Program Pascasarjana Universitas Islam Indonesia.

Rainier Hendrik Sitaniapessy & Harry A.P. Sitaniapessy, 2006, Kualitas Jasa Pelayanan Dalam Upaya Peningkatan Kepuasan Konsumen, Jurnal Ekonomi & Bisnis No.1, jilid 11.

Kotler, Philip. 1999. Manajemen Pemasaran di Indonesia (Alih Bahasa A.B. Susanto). Jakarta: PT Salemba Empat.

Kotler, Philip. 1999. Manajemen Pemasaran (Edisi Milennium). Jakarta: PT

Kuncoro, Mudrajad. 2001. Metode Kuantitatif: Teori dan Aplikasi untuk Bisnis dan Ekonomi (Edisi I). Yogjakarta: AMP YKPN.

Rainier Hendrik Sitaniapessy & Harry A.P. Sitaniapessy, 2006, Kualitas Jasa Pelayanan Dalam Upaya Peningkatan Kepuasan Konsumen, Jurnal Ekonomi & Bisnis No.1, jilid 11.

Rambat Lupiyoadi & A. Hamdani, 2006, Manajemen Pemasaran Jasa, 2 ed, Salemba Empat : Jakarta.

Thomas H Nelson. Manajemen.




DOI: http://dx.doi.org/10.33087/jmas.v6i1.230

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

J-MAS (Jurnal Manajemen dan Sains) Published by Master of Management Program, Faculty of Economics, Batanghari University
Adress: Fakultas Ekonomi, Jl.Slamet Ryadi, Broni-Jambi, Kec.Telanaipura, Kodepos: 36122, email: jmas.unbari@gmail.com


Creative Commons License This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.