scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN

2016 ◽  
Vol 1 (1) ◽  
pp. 83
Author(s):  
Amelia Tr Utami ◽  
Hadi Ismanto ◽  
Yuni Lestari
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Analysis Method ◽  
Validity And Reliability ◽  
Quality Dimensions ◽  
Service Quality Dimensions

The purpose of this study was to determine the effect of service quality dimensions of service quality are tangibles, reliability, responsiveness, assurance and empathy toward patient satisfaction. The sample used in this study is 100 respondents. The sampling method used purposive sampling and accidental sampling. Data collection used questionnaires. Data analysis method used quantitative analysis using validity and reliability test, F test, the coefficient of determination, t test and linear regression analysis. Based on the results of this study showed that the quality of service that consists of tangibles (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5) simultaneously significant effect on patient satisfaction. Partially, Tangibles variable (X1), Reliability (X2) and Empathy (X5) showed significant effect on satisfaction (Y). While, variable Responsiveness (X3), Assurance (X4) partially did not show significant effect on satisfaction (Y).

scholarly journals The Impact of Service Quality Dimensions on Patient Satisfaction and Loyalty Using the Modified Servqual Scala at dr. Abdoer Rahem Situbondo Hospital

2020 ◽  
Vol 2 (1) ◽  
pp. 01
Author(s):  
Budiharto Budiharto
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Hospital Inpatient ◽  
Patient Loyalty ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Quality Of Health Services ◽  
The Impact

The focus of this study is on the influence of the quality of hospital inpatient health services according to the  modified SERVQUAL scala dimension on patient satisfaction and loyalty. Satisfaction plays a role as a mediator of service quality in creating patient loyalty. With a sample of 400 inpatients participating in this study through a questionnaire survey with 15 questionnaires not returned / not answered completely. Samples were taken randomly from patients who received inpatient services with a purposive sampling method. Data were analyzed by path analysis using the SPSS program. The results of the study indicate that the quality of health services concerning the dimensions of trustworthness,  communication,   infrastructural quality, emphaty and responsiveness   have a positive and significant effect on patient satisfaction in the inpatient installation of RSUD dr. Abdoer Rahem Situbondo with the dimension of responsiveness that has the greatest impact on satisfaction; The quality of health services regarding the dimensions of trustworthness, communication, emphaty, reliability and responsiveness  through patient satisfaction have a positive and significant effect on patient loyalty in the inpatient installation of RSUD dr. Abdoer Rahem Situbondo but the personnel,  healthscape, infrastructural quality does not have a significant effect.  Patient satisfaction at the inpatient facility has a positive and significant effect on patient loyalty. Keyword: Hospital, Servqual, satisfaction and loyalty

SERVICE QUALITY DAN WORD OF MOUTH TERHADAP KEPUTUSAN NASABAH MENGGUNAKAN BRIMO DI BANK RAKYAT INDONESIA KCP URIP SUMOHARJO SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Ines Nur Isti Haryanti ◽  
Siti Maryam ◽  
Burhanudin Ahmad Yani
Keyword(s):  
Service Quality ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Analysis Method ◽  
Independent Variables ◽  
Simultaneous Testing

This study aims to determine partial and simultaneous Service Quality and Word Of Mouth on customer decisions to use Brimo at Bank Rakyat Indonesia KCP Urip Sumoharjo Solo. The population in this study were customers of Bank Rakyat Indonesia KCP Urip Sumoharjo Solo. The sampling technique uses the incidental random sampling method. Based on this method, a sample of 100 customers was obtained. The data analysis method used in this study is to use multiple linear regression analysis. Based on the results of simultaneous testing (F test), it shows that the independent variables ( Service Quality and Word Of Mouth) have a positive and significant effect on the dependent variable (customer decisions). Based on partial testing (t test), it shows that the variable Service Quality and Word Of Mouth have a positive and significant effect on customer decisions. Based on the test of the coefficient of determination (R2) obtained 44.3%, these results indicate that the dependent variable (Nasaban's decision) can be explained by independent variables ( Service Quality and Word Of Mouth), while the remaining 56.7% is influenced by variables outside of this study. Keywords: Service Quality , Word Of Mouth, Customer Decision, Brimo, BRI.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PENUMPANG MRT JAKARTA

2020 ◽  
Vol 9 (2) ◽  
pp. 124-131
Author(s):  
Erisa Deliyani ◽  
Bono Prambudi
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Transportation Service

This study aims to analyze the effect of service quality on customer satisfaction in the Jakarta MRT transportation service business. The sampling technique used was purposive sampling of 100 people who have used or routinely used the MRT as a research sample. The data analysis method used is a quantitative analysis of the validity and reliability test, the classic assumption test, linear regression analysis, t test and F test and the coefficient of determination. Based on data analysis, the results of the study indicate that the indicators in this study are valid and reliable. In the classical assumption test that the data is normally distributed, there is no heteroscedasticity and multicollinearity. The results obtained from SPSS data processing, it can be concluded that Service Quality has a positive influence on the MRT Jakarta Customer Satisfaction. These results show empirical evidence that the better the quality of service, the MRT customer satisfaction will increase.

scholarly journals ANALISIS PENGARUH CUSTOMER EXPERIENCE TERHADAP PEMBELIAN ULANG (Studi Kasus pada Konsumen Restoran Gudeg Yu Djum Jln. Kaliurang Km. 5 Koncoran Gg. Sri Katon 2 Yogyakarta)

2020 ◽  
Vol 5 (1) ◽  
pp. 84
Author(s):  
Muhamad Zaenuri ◽  
Aftoni Sutanto
Keyword(s):  
Linear Regression ◽  
Multiple Linear Regression ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
P Value ◽  
Analysis Method ◽  
Validity And Reliability ◽  
Regression Methods

This study aims to determine the effect of the repurchase of Gudeg Yu Djum restaurant. The sample used in this study amounted to 100 respondents, while the sampling method used was purposive sampling method. Data analysis method used is quantitative analysis using validity and reliability tests, F tests, coefficient of determination, t tests and multiple linear regression analysis. Analysis tools using multiple linear regression methods can be concluded that the sense variable has no significant effect on repurchases with a significance value (P value) of 0.840> 0.05, the feel variable has a significant effect on repeat purchases with a significance value (P value) of 0.007 <0 , 05, think variable has a significant effect on repurchase with a significance value (P value) of 0.005 <0.05, Act variable has no significant effect on repurchase with a significance value (P value) 0.945> 0.05, the relate variable has a significant effect on repurchase with a significance value (P value) 0.042 <0.05. Simultaneously sense, feel, think, act, and relate, significantly influence the repurchase with an F count of 22,010 with a significant number (P value) 0,000 <0.005. The coefficient of determination generated is 0.515, which means 51.5% change in the repurchase variable is explained by the variables sense, feel, think, act, and relate together, while the remaining 48.5% is explained by other variables not included in this research.

scholarly journals The impact of product quality and service quality on consumer loyalty (case study of Bandeng Rozal in Bandengan village, Kendal district, Kendal regency)

2020 ◽  
Vol 1 (1) ◽  
pp. 47-118
Author(s):  
Mawadah Murtiawati ◽  
Zuhdan Ady Fataron
Keyword(s):  
Small Business ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Consumer Loyalty ◽  
Validity And Reliability ◽  
F Test ◽  
The Impact

Purpose - The purpose of this research is to test the quality of products and quality of service to consumer loyalty of small business, Bandeng Rozal.Method - Data were obtained from distributing questionnaires to 100 consumers using simple random sampling and measured by the scale of Likert. Quantitative analysis included validity and reliability test, classic assumption test, multiple linear regression analysis, hypothesis testing through t-test and F test, and analysis of the coefficient of determination (R2), while data processing is run used SPSS 16.Result - The result showed the variables in this research had a significant effect on consumer loyalty. Based on the F test, it showed that variables in this study in which they were product quality and service quality simultaneously or jointly have a significant effect on consumer loyalty.Implication - This result can assist small business in increasing their consumer loyalty.Originality - This research focuses on small business adaptability in competing in the industry with a marketing perspective.

PENGARUH CITRA MEREK DAN KUALITAS PRODUK TERHADAP KEPUTUSAN PEMBELIAN MOBIL MITSUBISHI PADA PT. KRAMA YUDHA MOTORS AND MANFACTURING

2018 ◽  
Vol 6 (1) ◽  
Author(s):  
Nuridin, SE., MM. ◽  
Dwi Ardika Prayudha
Keyword(s):  
Product Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Purchase Decision ◽  
Test Results ◽  
Analysis Method ◽  
Validity And Reliability ◽  
Image Variables

This research is aimed to examine the influence of brand image and product quality to car purchase decision at PT. Mitsubishi Krama Yudha Motors and Manufacturing. Data analysis method was used, is quantitative analysis, by using validity and reliability test, coefficient of determination, and multiple linear regression analysis. Result of regression equation is: Y = 0,665 + 0,517 X1 + 0,416 X2 Simultaneously testing of brand image variables and product quality to purchase decision, shown by F count equal to 85,955 bigger than F table 3,159 or with sig. F 0.000 is smaller than alpha 0.005. Based on the test results simultaneously, can be seen that the independent variables (brand image and product quality) have a positive and significant impact on the car purchase decision at Mitsubishi cars At PT. Krama Yudha Motors and Manufacturing. Suggestions which can be given for future developments and determinations of policy are, companies should pay attention to brand image, product quality, to make customers more satisfied and keep using Mitsubishi cars as their choice.

SERVICE QUALITY OF PUBLIC AND PRIVATE PHYSIOTHERAPY INSTITUTES: A COMPARATIVE STUDY IN LAHORE

2019 ◽  
Author(s):  
Roohi Abbas
Keyword(s):  
Physical Therapy ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Quality Of Services ◽  
Sectional Study ◽  
Cross Sectional ◽  
Public And Private ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Background: Ever since quality of services is gaining importance in every industry as it is the indicator of consumer/customer satisfaction, it is of utmost importance to measure service quality of educational institutes to determine the satisfaction of students. Thus, the study aimed to determine the important factors in service quality dimensions which contribute to the satisfaction of students. Methods: This was a Comparative Cross Sectional study in which final year department of physical therapy (DPT) students were included from three private and three public physiotherapy institutes. Results: The largest mean Positive Gap scores for Public Physiotherapy Institutes was 0.18 for accessibility and affordability 0.18. The largest negative mean gap score for Private Physiotherapy domain was “Accessibility and Affordability” found to be -1.96. Conclusion: Students were satisfied with service quality of private institutes in all domains except for the “Accessibility and Affordability” whereas, in Public Institutes largest negative quality gaps were found in “Empathy” and “Assurance”.

scholarly journals PENGARUH KUALITAS PELAYANAN PERIZINAN TERHADAP KEPUASAN MASYARAKAT PADA DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU (DPMPTSP)

Epigram ◽  
2019 ◽  
Vol 15 (2) ◽  
Author(s):  
Ratna Yulianingsih ◽  
Tuti Hartati ◽  
Tuti Hartati ◽  
Mawarta Onida ◽  
Mawarta Onida
Keyword(s):  
Service Quality ◽  
Correlation Coefficient ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Test Validity ◽  
Processing Technique ◽  
Coefficient Of Determination ◽  
Simple Correlation ◽  
One Stop

AbstractThis study aims to determine the effect of licensing service quality on community satisfaction in the Bogor Regency DPMPTSP. This research uses quantitative research method. Data collection in Bogor Regency uses observation and questionnaire. Data processing technique using Likert scale, while the technique of data analysis using test Validity, Reliability, Normality, Linearity, simple linear regression analysis, simple correlation analysis, coefficient of determination and test of correlation coefficient significance or T test. The results are: (a) The results of simple correlation coefficient test between the quality of service quality (X) and the satisfaction of society (Y) is 0.756 is strong, if it is concluded that there is strong correlation between variable (X) and variable (Y). (b) variable of service quality (X) give influence to variable satisfaction (Y) equal to 57,1% while the rest that is equal to 42,9% influenced by other factor not examined. (c) the result of t arithmetic is 10,633, while t table is 1,663 so that 10,633 > 1,663 so that service quality of permit in DPMPTSP Bogor Regency has significant influence to the satisfaction of society.Keyword: Service Quality, Public Service, Investment Service and One Stop Service.AbstrakPenelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan perizinan terhadap kepuasan masyarakat pada DPMPTSP Kabupaten Bogor. Penelitian ini menggunakan metode penelitian kuantitatif. Pengumpulan data pada DPMPTSP Kabupaten Bogor menggunakan teknik observasi, dan kuesioner. Teknik pengolahan data menggunakan skala likert, sedangkan teknik analisis data menggunakan uji validitas, reliabilitas, normalitas, liniearitas, analisis regresi liniear sederhana, analisis korelasi sederhana, koefisien determinasi dan uji signifikansi koefisien korelasi atau uji T. Hasil penelitian menunjukkan bahwa : (a) Berdasarkan hasil uji koefisien korelasi sederhana antara variabel kualiatas pelayanan (X) dan kepuasan masyarakt (Y) bernilai 0,756 artinya kuat, jika disimpulkan bahwa terjadi hubungan yang kuat antara variabel (X) dengan variabel (Y). (b) variabel kualitas pelayanan (X) memberikan pengaruh terhadap variabel kepuasan (Y) sebesar 57,1% sedangakan sisanya yaitu sebesar 42,9% dipengaruhi oleh faktor lain yang tidak diteliti. (c) hasil t hitung yang didapatkan adalah 10,633, sedangkan t tabel adalah 1,663 sehingga 10,633 >1,663 sehingga kualitas pelayanan perizinan di DPMPTSP Kabupaten Bogor mempunyai pengaruh yang signifikan terhadap kepuasan masyarakat.Kata Kunci: Kualitas Pelayanan, Pelayanan Publik, Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP)

scholarly journals Analisis Kepuasan Konsumen Dalam Menggunakan Jasa Pengiriman Paket Pos Optima Pada PT. Pos Indonesia (persero) Cabang Pontianak

2013 ◽  
Vol 9 (3) ◽  
pp. 293
Author(s):  
Syarifah Arini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Average Rate ◽  
Survey Methods ◽  
Quality Of Services ◽  
Physical Evidence ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level

Research to analyze customer satisfaction at optimal postal parcel delivery service at PT Pos Indonesia (Persero) Branch Pontianak. Dimension-imensi examined are reliability, responsiveness, assurance, empathy, and tangibles. This study used survey methods, data collection techniques, namely: observation, interviews, questionnaires, and documentation study. Samples used as many as 100 people by using purposive sampling. analysis using Cartesian diagram. The results of this study indicate that the majority of respondents were satisfied with the service of PT Pos Indonesia (Persero) Branch Pontianak with an average satisfaction level of 3.91 and the value of the average rate of interest of 4.34 dimension of service quality the most satisfied customers is assurance dimension and physical evidence, where the majority of respondents' votes are in quadrant B, which means that the interest and customer satisfaction are at a high level and in accordance with the wishes of the consumer. Dimensional quality of services that they are in quadrant A, which means the consumer is not satisfied then it should be further enhanced by the company. While the dimensions of the quality of services that are in quadrant C and D in which the interests of consumers are at a low level is considered normal practice even though consumers are satisfied because it is not very important.Keywords: Satisfaction, Service Quality Dimensions Services

scholarly journals Service Quality dan Implikasinya Terhadap Kepuasan Pelanggan

2018 ◽  
Vol 3 (2) ◽  
pp. 13
Author(s):  
Resti Siti Nur Cahyati Hidayat ◽  
Maya Setiawardani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Quadrant Analysis ◽  
Toll Road ◽  
Optimal Service ◽  
Five Dimension ◽  
High Level

The high level of society mobility needs to be supported by adequate infrastructures. Sufficient and adequate toll road infrastructure is able to increase the acceleration of a country's economic and social development through the creation of effectiveness and resulting efficiency. Optimal service delivery can gain customer satisfaction. One approach to measure service quality that many used as a reference is SERVQUAL (Service Quality). There are five dimension on servqual model, that is reliability, assurance, tangible, emphaty and responsiveness. The purpose of this study is to determine the level of customer satisfaction in order to improve the quality of service and to know the service attributes that are prioritized to be maintained and improved by PT Jasa Marga (Persero) Branch Purbaleunyi. Data processing methods in this study using the validity, reliability, classical assumption test, and descriptive statistical analysis. While the data analysis methods used are simple linear regression analysis, correlation, coefficient of determination and quadrant analysis. The results of this study indicate that service quality variables have positive and significant impact on customer satisfaction at Purbaleunyi toll road. Tingginya mobilitas masyarakat perlu didukung oleh infrastruktur yang memadai. Infrastruktur jalan tol yang memadai mampu meningkatkan percepatan pembangunan ekonomi dan sosial suatu negara melalui penciptaan efektivitas dan efisiensi yang dihasilkan. Penyampaian layanan yang optimal bisa mendapatkan kepuasan pelanggan. Salah satu pendekatan untuk mengukur kualitas layanan yang banyak digunakan adalah SERVQUAL (service quality). Ada lima dimensi model SERVQUAL, yaitu reliability, assurance, tangible, emphaty dan responsiveness. Tujuan penelitian ini adalah mengetahui tingkat kepuasan pelanggan dalam rangka meningkatkan kualitas pelayanan dan mengetahui atribut layanan yang diprioritaskan untuk dipelihara dan diperbaiki oleh PT Jasa Marga (Persero) Cabang Purbaleunyi. Metode pengolahan data menggunakan uji validitas, reliabilitas, uji asumsi klasik, dan analisis statistik deskriptif. Sedangkan metode analisis data yang digunakan adalah analisis regresi linier sederhana, korelasi, koefisien determinasi dan analisis kuadran. Hasil penelitian ini menunjukkan bahwa variabel kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan pada jalan tol Purbaleunyi.

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