Pengaruh Kualitas Jasa Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Kota Banjar
This research was conducted at the General Hospital of Banjar. The results of preliminary studies to obtain findings that patient satisfaction at the General Hospital Banjar not optimal. Of the many determinants of the observed variables, thought to be caused by the quality of services. Therefore fo...
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| Format: | Article |
| Language: | Indonesian |
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Sekolah Tinggi Ilmu Ekonomi (STIE) Pasundan
2011-04-01
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| Series: | Jurnal Ekonomi, Bisnis dan Entrepreneurship |
| Subjects: | |
| Online Access: | http://jurnal.stiepas.ac.id/index.php/jebe/article/view/3 |
| _version_ | 1819262301315792896 |
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| author | Boy Suzanto |
| author_facet | Boy Suzanto |
| author_sort | Boy Suzanto |
| collection | DOAJ |
| description | This research was conducted at the General Hospital of Banjar. The results of preliminary studies to obtain findings that patient satisfaction at the General Hospital Banjar not optimal. Of the many determinants of the observed variables, thought to be caused by the quality of services. Therefore formulated the problem is: how to direct evidence, reliability, responsiveness, assurance, empathy and patient satisfaction. And how the influence of direct evidence, reliability, responsiveness, assurance, empathy toward patient satisfaction at the General Hospital Banjar. The method used is descriptive method of analysis, the number of respondents were 92 people who constitute the population. The data analysis technique used is the correlation analysis techniques to determine the degree of closeness of the relationship between the study variables and path analysis techniques to determine the effect, directly or indirectly, the variables of leadership style and work discipline on the performance of paramedics. In the operationalization used the help of MSI and SPSS 10 software and Microsoft Excel. The results showed that direct evidence is in good category, reliability is in good category, responsiveness are in good category, the guarantee is in good category, empathy is in the category of patient satisfaction was good enough in either category. influence of physical evidence, reability, responsiveness , assurance and empathy partially contributed respectively; 9.23%,% 9.05, 4.08%,% 2.33, and 7.59% to client satisfaction. While simultaneously the influence of physical evidence, reability, responsiveness, assurance and empathy to client satisfaction is at 0.7379 or 73.79%. It shows that the effect of physical evidence, reliability, responsiveness, assurance and empathy to the satisfaction of the patients at the General Hospital in Banjar is a strong category. While the rest of 0.2621 or 26.21% is determined by other variables. |
| first_indexed | 2024-12-23T19:55:31Z |
| format | Article |
| id | doaj.art-63db489619584f09835cc6c25ca3064b |
| institution | Directory Open Access Journal |
| issn | 2443-0633 2443-2121 |
| language | Indonesian |
| last_indexed | 2024-12-23T19:55:31Z |
| publishDate | 2011-04-01 |
| publisher | Sekolah Tinggi Ilmu Ekonomi (STIE) Pasundan |
| record_format | Article |
| series | Jurnal Ekonomi, Bisnis dan Entrepreneurship |
| spelling | doaj.art-63db489619584f09835cc6c25ca3064b2022-12-21T17:33:16ZindSekolah Tinggi Ilmu Ekonomi (STIE) PasundanJurnal Ekonomi, Bisnis dan Entrepreneurship2443-06332443-21212011-04-01512844Pengaruh Kualitas Jasa Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Kota BanjarBoy Suzanto0Sekolah Tinggi Ilmu Ekonomi (STIE) Pasundan BandungThis research was conducted at the General Hospital of Banjar. The results of preliminary studies to obtain findings that patient satisfaction at the General Hospital Banjar not optimal. Of the many determinants of the observed variables, thought to be caused by the quality of services. Therefore formulated the problem is: how to direct evidence, reliability, responsiveness, assurance, empathy and patient satisfaction. And how the influence of direct evidence, reliability, responsiveness, assurance, empathy toward patient satisfaction at the General Hospital Banjar. The method used is descriptive method of analysis, the number of respondents were 92 people who constitute the population. The data analysis technique used is the correlation analysis techniques to determine the degree of closeness of the relationship between the study variables and path analysis techniques to determine the effect, directly or indirectly, the variables of leadership style and work discipline on the performance of paramedics. In the operationalization used the help of MSI and SPSS 10 software and Microsoft Excel. The results showed that direct evidence is in good category, reliability is in good category, responsiveness are in good category, the guarantee is in good category, empathy is in the category of patient satisfaction was good enough in either category. influence of physical evidence, reability, responsiveness , assurance and empathy partially contributed respectively; 9.23%,% 9.05, 4.08%,% 2.33, and 7.59% to client satisfaction. While simultaneously the influence of physical evidence, reability, responsiveness, assurance and empathy to client satisfaction is at 0.7379 or 73.79%. It shows that the effect of physical evidence, reliability, responsiveness, assurance and empathy to the satisfaction of the patients at the General Hospital in Banjar is a strong category. While the rest of 0.2621 or 26.21% is determined by other variables.http://jurnal.stiepas.ac.id/index.php/jebe/article/view/3service quality; customer satisfaction |
| spellingShingle | Boy Suzanto Pengaruh Kualitas Jasa Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Kota Banjar Jurnal Ekonomi, Bisnis dan Entrepreneurship service quality; customer satisfaction |
| title | Pengaruh Kualitas Jasa Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Kota Banjar |
| title_full | Pengaruh Kualitas Jasa Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Kota Banjar |
| title_fullStr | Pengaruh Kualitas Jasa Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Kota Banjar |
| title_full_unstemmed | Pengaruh Kualitas Jasa Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Kota Banjar |
| title_short | Pengaruh Kualitas Jasa Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Kota Banjar |
| title_sort | pengaruh kualitas jasa pelayanan terhadap kepuasan pasien pada rumah sakit umum kota banjar |
| topic | service quality; customer satisfaction |
| url | http://jurnal.stiepas.ac.id/index.php/jebe/article/view/3 |
| work_keys_str_mv | AT boysuzanto pengaruhkualitasjasapelayananterhadapkepuasanpasienpadarumahsakitumumkotabanjar |