Kepercayaan Dimediasi Kepuasan Pasien terhadap Citra Rumah Sakit

2021 ◽  
Vol 9 (1) ◽  
pp. 59-71
Author(s):  
Johanes Tantra Wijaya ◽  
Agusdini Banun Saptaningsih ◽  
Tantri Yanuar Rahmat Syah
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Positive Impact ◽  
Skills Training ◽  
Primary Data ◽  
Patient’S Satisfaction ◽  
Standard Response ◽  
Speed Training ◽  
Patient Confidence

Establishing an excellent hospital image is critical as many people are still experiencing trust issues for hospitals in Indonesia, especially in major cities. A hospital's image comes from its quality of service, the patient's trust in the quality of service, and the patient's satisfaction. This study tries to provide empirical evidence on the effect of quality of service and patient confidence on the hospital's image mediated by patient satisfaction. A quantitative - causality research method is used. Primary data was taken from survey to patients who are taking drugs in the outpatient pharmacy installation unit at Taman Sari Hospital, West Jakarta. This research uses AMOS-path analysis, and the results showed the quality of service and patient's trust had a positive and significant effect on the hospital's image with patient satisfaction as an intervening variable. Partially, the quality of service has a positive and significant effects on both patient satisfaction and hospital image. Patient confidence has a significant positive effect on patient satisfaction but it is insignificant to the hospital's image. Research findings show that a patient's trust has a positive impact on the hospital's image when mediated by patient satisfaction. Suggestions from this research are conducting training, i.e. speed training not to exceed the standard response time as well as competency, skills training and service excellence training for pharmaceutical personnel. Improving the quality of pharmacy facilities such as waiting rooms to make it more comfortable is also suggested

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN DAN FASILITAS KESEHATAN TERHADAP KEPUASAN PASIEN PUSKESMAS

2014 ◽  
Vol 11 (2) ◽  
pp. 1-25
Author(s):  
Th. Radito
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Health Center ◽  
Health Facilities ◽  
Primary Data ◽  
Government Programs ◽  
Patient’S Satisfaction ◽  
Quality Of Health Services

This study aimed to examine the effect of quality of service and health facilities owned by the health center (Puskesmas) to the patient's satisfaction. Puskesmas as the spearhead of health services in the community are expected to provide quality service and have adequate health facilities so as to increase patient satisfaction.This research was conducted at the Puskesmas Mantrijeron Jl. Panjaitan Mantrijeron 52 Yogyakarta. Puskesmas Mantrijeron chosen as the study site because it is a health center that organizes the quality of health services by government programs of Yogyakarta and by standards of the ISO (International Organization For Standardization) 9001: 2008.Subjects were patients who had treatment and are being treated at the Puskesmas Mantrijeron during the past year. Data collected in the form of primary data derived from the questionnaire which distributed to each respondent. Methods of data analysis using multiple regression.The results showed that the quality of care and health facilities are significantly affects the increase in patient satisfaction. However, from the regression results indicate that the quality of service and health facilities was only able to explain of 39.1% patient satisfaction. While the remaining 60.9% is influenced by other factors.

scholarly journals Analysis of an Effect Quality Pharmaceutical Services on the Satisfaction of Patients in Royal Prima Public Hospital Medan

2021 ◽  
Vol 8 (1) ◽  
pp. 20-28
Author(s):  
Fanny Yaren Sitompul ◽  
Sri Wahyuni Nasution ◽  
Chrismis Novalinda Ginting
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
General Hospital ◽  
Public Hospital ◽  
Direct Evidence ◽  
Pharmaceutical Services ◽  
Quality Of Services ◽  
Pharmacy Services ◽  
Patient’S Satisfaction

Based on a predecessor survey conducted by researchers of 30 outpatients at the Royal Prima Medan Hospital in July 2019, it showed that out of 30 patients, 23 patients expressed dissatisfaction with the quality of service and availability of drugs at the Pharmacy Installation of the Royal Prima Medan General Hospital. Where the patient's satisfaction states that there is still a lack of direct evidence (tangibles), reliability, responsiveness, assurance (assurance), empathy, hospitals and employees of outpatients at Royal Prima Hospital, Medan. This paper described Knowing the Analysis of the Effect of Pharmacy Service Quality on Outpatient Satisfaction at the Royal Prima Medan General Hospital in 2019. There is an effect of the quality of pharmaceutical services (appearance, reliability, responsiveness, assurance, and empathy) on outpatient satisfaction at Royal Prima Medan General Hospital. 2019. It is hoped that the pharmacy installation of the Royal Prima Medan General Hospital will improve the quality of services that are more optimal to achieve maximum patient satisfaction values. If the quality of pharmacy services at Royal Prima Medan General Hospital is improved, patient satisfaction will also increase. Keywords: Quality of Pharmacy Services and Patient Satisfaction.

scholarly journals Gambaran Tingkat Kepuasan Pasien terhadap Pelayanan FNAB di Laboratorium Patologi Anatomi RSUD Abdul Wahab Sjahranie Samarinda Tahun 2018

2019 ◽  
pp. 198-206
Author(s):  
Simanjuntak Mayro ◽  
Eko Nugroho ◽  
Oswald L Simatupang
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Sampling Technique ◽  
Primary Data ◽  
Pathology Laboratory ◽  
Purposive Sampling ◽  
Expectation Gap ◽  
Anatomical Pathology

Abstrak Kepuasan pasien adalah suatu tingkat perasaan pasien yang timbul akibat dari kinerja layanan kesehatan yang diperoleh setelah pasien membandingkan dengan apa yang diharapkannya, sehingga kepuasan pasien bergantung pada kualitas pelayanan yang diterimanya. Untuk menilai kualitas pelayanan terdapat 5 dimensi yang dapat diukur, yaitu keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (empathy), dan keberwujudan (tangible). Makin baik kualitas pelayanan yang diberikan, maka akan semakin tinggi tingkat kepuasan pasien. Tujuannya untuk mengetahui tingkat kepuasan pasien terhadap pelayanan di laboratorium patologi anatomi RSUD Abdul Wahab Sjahranie Samarinda. Penelitian deskriptif dilakukan dengan teknik purposive sampling pada pasien yang datang ke Laboratorium Patologi Anatomi RSUD Abdul Wahab Sjahranie, Samarinda, yang memenuhi kriteria. Data yang peroleh berasal dari data primer dengan menggunakan kuesioner yang dikerjakan secara terbimbing. Terdapat kesenjangan (gap) harapan sebesar -0,6 untuk dimensi keandalan, -0,2 untuk dimensi daya tanggap, -0,2 untuk dimensi jaminan, -0,1 dimensi empati, dan -0,9 untuk dimensi keberwujudan. Tingkat kepuasan pasien adalah 96% responden puas dan 4% responden tidak puas. Kata kunci: kepuasan pasien, pelayanan kesehatan, keandalan, daya tanggap, jaminan Abstract Patient satisfaction is a level of patient's feelings rising from the performance of health services that are obtained after the patient compares it with what he expected, so that patient satisfaction depends on the quality of service received. To assess service quality there are 5 dimensions that can be measured, namely reliability, responsiveness, assurance, empathy, and tangible. The better quality of service provided, the higher the level of patient satisfaction. To determine the level of patient satisfaction with services in the anatomical pathology laboratory of the Abdul Wahab Sjahranie Hospital, Samarinda. Descriptive study was conducted by purposive sampling technique carried out on 50 patients who came to the Anatomical Pathology Laboratory of Abdul Wahab Sjahranie Hospital, in Samarinda that met the criteria. The data obtained comes from primary data using a questionnaire that is done in a guided manner. There was an expectation gap of -0.6 for reliability dimensions, -0.2 for responsiveness dimensions, -0,2 for assurance dimensions, -0.1 empathy dimensions and -0,9 for tangible dimensions. The level of patient satisfaction was 96% of respondents were satisfied and 4% of respondents were dissatisfied. Keywords: patient satisfaction, health services, reliability, responsiveness, assurance

scholarly journals Pengaruh Kualitas Pelayanan, Reputasi Perusahaan, Dan Kepuasaan Nasabah Dalam Menciptakan Loyalitas Nasabah Pada Penggunaan Mobile Banking Di Pt Bank Xyz

2019 ◽  
Vol 3 (3) ◽  
Author(s):  
Octario Edo Setyawan Dan Anas Lutfi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Mobile Banking ◽  
Cross Sectional

This study aims to analyze the quality of service, reputation and loyalty of customers to mobile banking user loyalty at Bank XYZ. In addition, it can provide valuable input for customers in maintaining and improving service quality and customer satisfaction. This research uses qualitative methods and is included in survey research. Data to be used is the primary data obtained through the distribution of questionnaires. This, in this study is a Bank XYZ loan. The number of surveys will be conducted on 122 people who have used mobile banking at Bank XYZ. According to Aritonang (2007), the minimum number of respondents is 5 times from the question point, that is 5 x 22: 110 obtained from the number of respondents is 122. The research period is cross sectional where the data is done at one time. Time is done in the period April - May 2018. Data analysis is done using statistical analysis with multiple linear regression analysis with the help of SPSS program version 24.00. The results showed that customer satisfaction and satisfaction proved to have positive and positive impact on customer loyalty at PT Bank XYZ. Quality of service and customer satisfaction is very influential as much as 61.6% of customer loyalty. The company's reputation proved to have no effect on customer loyalty in PT Bank XYZ because it has a sig value> 0.05.

scholarly journals EVALUASI TINGKAT KEPUASAN PENGGUNA E-PATIENT (STUDI EMPIRIS PADA RSUD Dr. MOEWARDI SURAKARTA)

2020 ◽  
Vol 13 (1) ◽  
pp. 30-40
Author(s):  
Andri Eko Saputro ◽  
Didik Setyawan ◽  
Finisha Mahaesti Noor ◽  
Sugiyarmasto .
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Information Society ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Sampling Technique ◽  
Measuring Instrument ◽  
Quality Of Information ◽  
Patient’S Satisfaction

This study aims to test the satisfaction of using information systems formed from the patient's satisfaction with the quality of the service that is affected by the quality of the system and the perceived quality of information society in Solo while using e-patient applications. This study This confirm the research came back with a different object. Sampling technique was purposive sampling with the population of the community in the solo using the E-Patient application as much as 130 respondents. Testing the measuring instrument tested using the SPSS version 21 and hypothesis testing is done using Structural Equation Models (SEM) use the AMOS program. The results of this study indicate that patient satisfaction of using the E-Patient application significantly that from the quality of service. Quality system and quality of information on quality of service also showed significant effects. These results give Satisfaction to form meaning that patients i n the use of the application E-Patient through the quality of service is affected by the quality of the system and the quality of the information.  

scholarly journals HUBUNGAN KUALITAS PELAYANAN DENGAN KEPUASAN PASIEN RAWAT INAP BPJS KELAS III (STUDI KASUS DI RSU HAJI SURABAYA)

2017 ◽  
Vol 3 (2) ◽  
Author(s):  
Aidil Fitria
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Secondary Data ◽  
Primary Data ◽  
Class Iii ◽  
Government Programs ◽  
Government Bureaucracy ◽  
The Government

Service Quality Relationship With The Satisfaction Of Interpatient Patient Patients Class By III. Health service is a basic right owned by every individual and must be fulfilled by the government, along with improving the living standards of the better and see the performance of government bureaucracy that is still far from public expectations, the government in this case the General Hospital is required to improve itself improve health services for the community, especially services at inpatient BPJS class III. Since since BPJS and other government programs, currently based on assessment, the quality of health services, especially inpatient care, is more likely to decrease if the value of patient satisfaction.             This study aims to analyze the quality of service with patient satisfaction through seven dimensions of health quality consisting of Guarantees, Empathy, Reliability, Responsiveness, Physical Views, Medical Services and Professionalism. Dimension is used to analyze the quality of service with satisfaction of inpatient BPJS class III in RSU Haji Surabaya.             The method used in this study using descriptive qualitative methods, data sources used are primary data and secondary data. In the study the authors also used research techniques in the form of observation / observation, interviews and documentation in order to obtain primary data to find out how the quality of service with patient satisfaction BPJS class III in RSU Haji Surabaya.             Based on the result of the analysis and the discussion that has been done, the quality of service with the satisfaction of the inpatients of BPJS class III hospital in RSU Haji Surabaya, according to the dimension of guarantee, empathy, reliability, responsiveness, medical service and professionalism of inpatient grade III service at RSU Haji Surabaya said good, so that patients feel satisfied, while the physical display dimensions are still said to be quite good and patients feel quite satisfied. This is evidenced by the room is quite hot and the bathroom can be said not too clean. Keywords: Quality of service, Patient satisfaction, The quality of service with the patient relationship satisfaction

scholarly journals LEVEL OF SATISFACTION OF PATIENTS OF BPJS HEALTH ON QUALITY OF SERVICE IN PUSKESMAS BAILANG, MANADO CITY

2019 ◽  
Vol 7 (1) ◽  
pp. 01-12
Author(s):  
Trisna Awalinda ◽  
Julianus Ake ◽  
M Consolatrix da Silva
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Quality Data ◽  
Fisher Exact Test ◽  
Cross Sectional ◽  
Significance Level ◽  
Patient’S Satisfaction

Background: patient satisfaction is one indicator of the success of health services and an important aspect that must be achieved by all health services institutions. Quality services are a form of patient acknowledgment of services received. Some studies employ satisfaction levels to determine a patient’s satisfaction. Aim: This study aims to examine the relationship between the quality of service and the level of patient satisfaction of health care participants in outpatients at the Bailang Public Health Center. Method: This study uses a cross-sectional design. Using a purposive sampling technique, as many as 37 respondents agreed to use. Service quality data is collected using a questionnaire sheet. Data were analyzed using the Fisher Exact Test statistical test, with a significance level of 95% (p <0.005). Results: the analysis showed a significant relationship (p = 0.014) between service quality and patient satisfaction. This research shows that service quality greatly increases patient satisfaction. Improvement of the quality of services provided will increase patient satisfaction. The findings in this study are expected to be a reference to improve the quality of BPJS services in the general public and specifically at the Bailang Puskesmas.

scholarly journals Pengaruh Citra Perusahaan Dan Reputasi Terhadap Kualitas Pelayanan Dan Dampaknya Pada Kepuasan Pelanggan (Pada Nasabah Tabungan Bank Artha Graha)

2019 ◽  
Vol 2 (2) ◽  
Author(s):  
Kevin Dan Mukti Rahardjo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Positive Impact ◽  
Linear Regression Analysis ◽  
Corporate Image ◽  
Primary Data ◽  
Company Reputation

This study aims to analyze the influence of corporate image and reputation on service quality and its impact on customer satisfaction in PT. Bank Artha Graha Tbk. This research used quantitative methods. The data is the primary data obtained through the distribution of questionnaires. The population in this study was customers of Bank Artha Graha, Tbk. The number of samples was determined by using Hair et.al. (1998) sampling method that is at least 5 times the number of parameters used in the study. The number of sample collected was 215 respondents. Using multiple linear regression analysis, it was found that corporate image and company reputation to have  direct and significant positive effect on service quality and customer satisfaction on Bank Tabungan Graha Bank Tabungan Graha. Corporate image and company reputation has contributed 77.1% to the quality of service. In addition, the quality of service has direct and significant positive impact on service satisfaction on the Bank Tabungan Graha Bank Tabungan Graha. Contribution of company influence, company reputation and service quality equal to 71,5% to customer satisfaction. Corporate image has indirectly affected customer satisfaction through service quality at Bank Artha Graha Tbk that is 5,5% similarly, Company Reputation has indirectly influence to customer satisfaction through service quality at Bank Artha Graha Tbk that is equal to 5,3%. To improve customer satisfaction the company must maintain the corporate image abd reputation of the company through the quality of service.

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PLN RAYON KEDIRI KOTA (STUDI KASUS PEMBAYARAN REKENING LISTRIK DI PLN RAYON KEDIRI KOTA)

2019 ◽  
Vol 1 (2) ◽  
pp. 96
Author(s):  
Septiyan Budi Santoso ◽  
Heribertus Budi Santoso ◽  
Ana Komari
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Primary Data ◽  
Customer Complaints ◽  
Work Area

This study aims to determine how high the level of customer satisfaction with the service of PLN Rayon Kediri Kota, to determine the quality of service to customer satisfaction PLN Rayon Kediri Kota, to determine the response of the PLN Kediri Kota in dealing with customer complaints. This research was conducted in the work area of PLN Rayon Kediri Kota. The research time was on March 18, 2017 to March 24, 2017. In writing this thesis, the author uses primary data collection techniques, namely by distributing questionnaires to PLN Rayon Kediri Kota customers who come to the payment counter. and PLN District Kediri City services. Based on the results of the research, the quality of service conducted by PLN District Kediri Kota is sufficient to satisfy its customers, as evidenced by the results of a questionnaire that has been conducted on 100 respondents of PLN Rayon Kediri City.Penelitian ini bertujuan untuk mengetahui seberapa tinggi tingkat kepuasan pelanggan terhadap pelayanan PLN Rayon Kediri Kota, Untuk mengetahui kualitas pelayanan terhadap kepuasan pelanggan PLN Rayon Kediri Kota, Untuk mengetahui respons pihak PLN Kediri Kota dalam menghadapi keluhan pelanggannya. Penelitian ini dilakukan di wilayah kerja PLN Rayon Kediri Kota. Waktu penelitian pada tanggal 18 Maret 2017 sampai dengan 24 Maret 2017. Dalam penulisan skripsi ini, penulis menggunakan teknik pengumpulan data primer yaitu dengan membagikan kuesioner terhadap pelanggan PLN Rayon Kediri Kota yang datang ke loket pembayaran dan pelayanan PLN Rayon Kediri Kota. Berdasarkan hasil penelitian kualitas pelayanan yang dilakukan oleh PLN Rayon Kediri Kota sudah cukup memuaskan pelanggannya terbukti dengan hasil kuesioner yang telah dilakukan terhadap 100 responden PLN Rayon Kediri Kota.

scholarly journals PENGARUH RELIGIUSITAS, KUALITAS PELAYANAN, KUALITAS PRODUK TERHADAP LOYALITAS NASABAH TABUNGAN PADA PT. BANK ACEH SYARIAH KANTOR CABANG PEMBANTU DARUSSALAM

2019 ◽  
Vol 4 (2) ◽  
pp. 101-120
Author(s):  
Nurma Yoni
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Simultaneous Effect ◽  
Sample Technique ◽  
Quality Of Products ◽  
Partial Factor

  The purpose of research is to know the influence of religiality, quality of service, quality of products to customer loyalty savings at PT. Bank Aceh Branch Helper Darussalam. Sample of this research as much as 100 customers using the formula Slovin with a sample technique is purposive sampling. The type of research used in this study is quantitative. The data used is the primary data obtained by using questionnaires. The results of this study showed that religiusity, quality of service, the product quality is the simultaneous effect on customer loyalty savings at PT. Bank Aceh Branch maid Darussalam. A partial factor of religiusity and quality of service, the culinary products to give positive and significant impact on customer loyalty at PT. Bank Aceh, but one of the variables (product culitas) has a level of Lower influence than the variable religiusisity and quality of service.

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