scholarly journals ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN PESERTA BPJS DI PUSKESMAS PANDIAN KABUPATEN SUMENEP

2016 ◽  
Vol 2 (02) ◽  
Author(s):  
Rila Rindi Antina
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Center ◽  
Quantitative Research ◽  
Care Patient ◽  
Quality Of Services ◽  
High Satisfaction ◽  
Quality Health ◽  
Study Population

Patient satisfaction as users of services is one indicator in assessing the quality of services at the health center. High satisfaction will show the success of the health center in providing quality health services. After a preliminary study showed that there are patients who are not satisfied with the services provided. The purpose of this study was to analyze the influence of service quality on patient satisfaction BPJS participants in Puskesmas Pandian Sumenep.Type of quantitative research. The study population was a participant at the health center BPJS Pandian Sumenep much as 225 respondents and a sample of 144 respondents. Data collection techniques using variable measurement based questionnaire with Likert scale. Analysis of data using statistical Spearment Rank test.Hypothesis test results ρ value: 0.00 and 0.05 α so that it can be concluded that the ρ value <α and can be described that the value of H0 that there is a relationship between service quality and patient satisfaction.The results of this study indicate that service quality has a significant influence on patient satisfaction, hence providing health care should pay attention to the quality of services provided.Keywords: Quality of Care, Patient Satisfaction

scholarly journals PENGARUH KUALITAS PELAYANAN DAN FASILITAS KESEHATAN TERHADAP TINGKAT KEPUASAN PASIEN DI RUMAH SAKIT UMUM DAERAH (RSUD) DR. R. SOEDJATI SOEMODIARDJO PURWODADI KABUPATEN GROBOGAN

2021 ◽  
Vol 33 (01) ◽  
pp. 100-114
Author(s):  
Nia Octaviani ◽  
Kasidin
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Validity And Reliability ◽  
The Public ◽  
Quality Health ◽  
Quality Health Services

ABSTRACT  Improving the quality of service also needs to be done by health service units including hospitals. The hospital has a mission to provide quality health services that are affordable to the community in order to improve the public health status. This type of research used in this research is quantitative research. The sampling technique used was non probability sampling. This study used a sample of 100 (one hundred) respondents. The instrument testing technique in this study was validity and reliability tests, while the data analysis techniques used were descriptive analysis, multiple linear analysis, and classical assumption. The results showed that: 1) service quality had an effect on patient satisfaction, 2) facilities had no effect on patient satisfaction, 3) service quality and facilities had an effect on patient satisfaction.

scholarly journals PENGARUH PEREKRUTAN DAN TRAINING, PEMBERIAN TANGGUNG JAWAB, KOMPENSASI, DAN PROMOSI TERHADAP EFEKTIVITAS KINERJA KARYAWAN

2021 ◽  
Vol 7 (2) ◽  
pp. 180-196
Author(s):  
Christine Herawati Limbong ◽  
Bhakti Helvi Rambe ◽  
Yudi Prayoga ◽  
Mulya Rafika ◽  
Dinda Karansita Hasibuan
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Good Health ◽  
Health Facilities ◽  
Quality Of Services ◽  
Independent Variables ◽  
Increase Patient Satisfaction ◽  
System Variables

Patient satisfaction is influenced by the quality of services and health facilities. Hospitals must be able to maintain good quality services and health facilities for patients in order to compete with hospitals with better quality services and health facilities. Quality of service is a potential weapon to beat competitors. Health facilities are an important factor in influencing patient satisfaction. Friendly service and good health facilities can increase patient satisfaction resulting in an increase in patient visits. The purpose of this study was to determine or analyze the effect of service quality and health facilities on BPJS patient satisfaction at the hospital. Insani Stabat. This research was conducted at the hospital. Insani Stabat. The type of research used is descriptive quantitative research. The results showed that the variables of service quality and health facilities had an effect either partially or simultaneously on the satisfaction of BPJS patients at the hospital. Insani Stabat. The R Square value of 80.5% indicates that 80.5% of the variable ability of service quality (X1) and health facilities (X2) has an effect on patient satisfaction (Y) at the hospital. Insani Stabat while the remaining 19.5% is the influence of other independent variables that are not explained or not examined by researchers in this study such as location, price and administrative system variables.

scholarly journals The Relationship between Reliability, Responsiveness, and Empathy Aspects with Patient Satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital

2021 ◽  
Vol 6 (3) ◽  
pp. 99-105
Author(s):  
Daphne . ◽  
Ida Yustina ◽  
Deli Theo
Keyword(s):  
Patient Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Standard Of Living ◽  
Cross Sectional ◽  
Quality Health ◽  
Cross Sectional Design ◽  
Improve Service Quality ◽  
The Relationship

As people's standard of living increases, the demand for quality health also increases. Patient satisfaction is correlated with the quality of service in the hospital. By understanding the level of patient satisfaction, hospital management can learn and improve service quality. The study aims to determine the relationship between reliability, responsiveness, and empathy aspects with patient satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital. This research was an explanatory quantitative research with cross sectional design. The sample of this study amounted to 60 people and taken by accidental sampling technique. The data obtained through interviews using a questionnaire. The results showed that the level of patient satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital on reliability aspect was 63.3%, responsiveness aspect was 56.7% and empathy aspect was 81.7%. Based on the result of the research, the suggestion given to the service provider in this case Mitra Medika Amplas Hospital is to improve the performance of health service especially in Pharmacy Installation service by way of monitoring and evaluating periodically with the implementation of the service, evaluating and developing human resources, and infrastructure. Keywords: Reliability, Responsiveness, Empathy, Patient Satisfaction.

EVALUASI KUALITAS PELAYANAN KESEHATAN DASAR TERHADAP KEPUASAN PASIEN DI PUSKESMAS KOTA BUKITTINGGI TAHUN 2020

2020 ◽  
Vol 1 (2) ◽  
pp. 98-109
Author(s):  
Sriyus Yus Angelia ◽  
Sari Asih Utami ◽  
Mezza Yanti ◽  
Ratna Willys ◽  
Sumihardi Sumihardi
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Center ◽  
Information Provision ◽  
Distribution Data ◽  
P Value ◽  
A Value ◽  
Data Collection Technique ◽  
Satisfaction With Services

This research was based on the results of the BPJS assessment of the Guguk Panjang Health Center where the impression value of the Guguk Panjang Health Center was 66.25%. The research method used is a quantitative approach. The data collection technique used was questionnaire distribution. Data analysis used Outer Loading and Inner Loading analysis, while data processing was assisted by using SemPLS software. Based on the results of the study, the authors concluded that the quality of basic health services has a relationship with patient satisfaction. There is a relationship between the dimensions of service quality simultaneously. From the research results, it was obtained that the dimension of the service quality variable that had the greatest impact on patient satisfaction was the dimension of Assurance (Keteramplan) with an Original Sample value of 0.22. (p. Value 0.50%). Whereas for the officer reliability dimension there is no relationship with patient satisfaction with a hypothesis value of 0.449 0.05 as well as the dimensions of responsiveness and information provision there is no relationship with patient satisfaction with a value of 0.535 0.04. Thus, patient satisfaction with services at the Puskesmas Kota Bukittinggi is prioritized for improvement in the dimensions of reliability and responsiveness of officers.Penelitian ini dilatar belakangi dari hasil penilaian BPJS  terhadap Puskesmas Guguk Panjang dimana Nilai Kesan terhadap Puskesmas Guguk Panjang 66,25%. Metode penelitian yang digunakan adalah dengan pendekatan kuantitatif. Teknik pengumpulan data yang digunakan adalah penyebaran kuesioner. Analisis data menggunakan Analisis Outer Loading dan Inner Loading, sedangkan pengolahan data dibantu dengan menggunakan software SemPLS. Berdasarkan hasil penelitian, penulis membuat kesimpulan bahwa kualitas pelayanan kesehatan dasar ada hubungan dengan kepuasan pasien. Ada hubungan antara dimensi-dimensi kualitas pelayanan secara simultan. Dari hasil penelitian diperoleh data bahwa dimensi variabel kualitas pelayanan yang paling besar terhadap kepuasan pasien adalah dimensi Assurance (Keteramplan) dengan nilai Original Sampel 0, 222 yang kedua adalah kenyamanan lingkungan dengan hasil hipotesa (p value 0,017), sedangkan dimensi yang kecil adalah dimensi Empathy (p. Value 0.50%). Sedangkan untuk dimensi Kehandalan Petugas tidak ada hubungan dengan Kepuasan Pasien dengan nilai hipotesa 0,449 0,05 begitu juga dengan dimensi Daya tanggap dan pemberian informasi tidak ada hubungan dengan kepuasan pasien dengan nilai 0,535 0,04. Dengan demikian kepuasan pasien terhadap pelayanan di Puskesmas Kota Bukittinggi diutamakan peningkatan pada dimensi Kehandalan dan Daya Tanggap Petugas.

scholarly journals The Effect of Service Quality in the Formation of Brand Image: Fitness Center in Bekasi, West Java, Indonesia

2020 ◽  
Vol 7 (11) ◽  
pp. 119
Author(s):  
Alfia Pantjoro
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Service Industry ◽  
Brand Image ◽  
Services Quality ◽  
Image Formation ◽  
Quality Of Services ◽  
Quantitative Research Methods ◽  
Fitness Center

For companies that are engaged in the service industry, quality of service is one of important factor in establishing a positive brand image. The purpose of this study is to know (1) whether or not the effect of services quality on brand image formation of Gold's Gym Bekasi, (2) direction and magnitude of services quality on brand image formation of Gold's Gym Bekasi. The theory used in this research is the theory of services quality and brand image formation theory. This study uses quantitative research methods and involves as many as 96 respondents who have become members and have exercised in Gold's Gym Grand Metropolitan Mall Bekasi. The results found that there is an influence of 76% between services quality and brand image formation of the fitness center. This study shows the direction of positive influence, where if the quality of services is improved then the brand image formation of the fitness center will also increase by 0.571. The results of this study states that the service quality of services affects the brand image formation of the Gold's Gym Bekasi.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP DI PUSKESMAS SEI MENCIRIM DI MASA PANDEMIC COVID 19

2021 ◽  
Vol 5 (2) ◽  
pp. 1045-1054
Author(s):  
Esra Marolop Doloksaribu ◽  
Evawani Martalena Silitonga ◽  
Donal Nababan ◽  
Mindo Tua Siagian
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Center ◽  
Secondary Data ◽  
Primary Data ◽  
Bivariate Analysis ◽  
Family Time ◽  
Quality Of Health Services ◽  
Individual Service

Continuous improvement of service quality is one of the important keys in facing the era of globalization which implies that services must be carried out according to standards and meet quality rules that are oriented to the interests of consumers. With these programs and facilities, it is hoped that the community will no longer be reluctant to seek treatment at the Puskesmas. The purpose of this study was to analyze the effect of the quality of health services on the satisfaction of inpatients at the Sei Mencirim Health Center.This research is a survey research, conducted at the Sei Mencirim Health Center. The population was all patients who were hospitalized at the Sei Menistrim Health Center in January-July 2021 totaling 74 people and the entire population was taken as a sample. Primary data obtained from interviews and secondary data in the form of inpatient data. The hypothesis was tested using the Multiple Regression test.Based on Bivariate analysis revealed that there was no effect of physical evidence on patient satisfaction. There is an effect of reliability, responsiveness, assurance and empathy on patient satisfaction.The most dominant variable affecting patient satisfaction is empathy.                Considering that empathy is the dominant variable affecting patient satisfaction, puskesmas need to improve quality individual service and patient family time for consultation is met.Keywords: Service Quality, Patient Satisfaction, Puskesmas Sei Mencirim

scholarly journals ANALISIS KUALITAS PELAYANAN, SARANA PRASARANA DAN LINGKUNGAN TERHADAP KEPUASAN PASIEN

2019 ◽  
Vol 7 (2) ◽  
pp. 39
Author(s):  
Sripina Ulandari ◽  
Sunarsih Yudawati
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Data Analysis ◽  
Linear Regression ◽  
Health Center ◽  
Sampling Technique ◽  
Quality Of Services ◽  
P Value ◽  
The Relationship

The puskesmas must still be able to maintain the quality of services supported by adequate facilities and infrastructure and be supported by the creation of a clean, beautiful, neat and pleasant environment so as to meet the expectations or needs of patients. The purpose of this study was to analyze the relationship between the quality of services, facilities and the environment for patient satisfaction at Pujon Health Center Malang Regency.The type of research used is explanatory reset. The sampling technique used was purposive sampling. The sample in this study were patients who came to treatment (at least 2 times treatment) or patients who had used services to the Health Center as many as 150 respondents. Collecting data uses observation techniques, interviews, questionnaires and documentation. The data analysis used is multiple linear regression. Based on the results of the study prove the existence of a significant influence between the quality of service, infrastructure and environment on patient satisfaction in Health Center (p-value 0.034

scholarly journals The Effect of Health Facilities and Waiting Time on Outpatient Satisfaction at Bondo Kodi Public Health Center

2020 ◽  
Vol 4 (8) ◽  
pp. 248-251
Author(s):  
Ronaldus Asto Dadut
Keyword(s):  
Public Health ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Health Center ◽  
Waiting Time ◽  
Linear Regression Analysis ◽  
Health Facilities ◽  
Public Health Center ◽  
Quality Health

This study aims to analyze the influence of service quality, health facilities, and waiting times partially and simultaneously on outpatient satisfaction partially in the Bondo Kodi Public Health Center. This research was based on the results of preliminary observations that show the level of satisfaction of patien was still relatively low on health services provided. This research was explanatory research with quantitative approaches. This study was conducted in the Bondo Kodi Public Health Center. The population used in this study were all patients who had utilized health services. The sampling technique was done by purposive sampling, namely by using criteria. Data collection used questionnaires. Then the data analysis used was multiple linear regression analysis. The results of this study showed that service quality (0.000), health facilities (0.030), and waiting time (0.031) influence patient satisfaction at the Bondo Kodi Public Health Center. The results explained that improvements in the quality of services and health facilities will improve patient satisfaction, but at an increasingly shorter waiting time it will also increase patient satisfaction in Bondo Kodi Health Center. Keywords: service quality; health facilities; waiting time; satisfaction

scholarly journals The Effect of Service Quality and Marketing Programs on Third Party Funds

2019 ◽  
Vol 1 (1) ◽  
pp. 8-12
Author(s):  
Putri Rahmawati Septya ◽  
Pramudya A Taufik ◽  
Zacky Yusuf
Keyword(s):  
Service Quality ◽  
Research Methods ◽  
Quantitative Research ◽  
Third Party ◽  
Quality Of Services ◽  
Bank Branch ◽  
Quantitative Research Methods

Competition between banks is currently very tight. To win the competition the bank must pay attention to the needs and desires of its customers. The quality of services and marketing programs is thought to play an important role in the growth of Third Party Funds. This study aims to examine the Effect of Service Quality and Marketing Programs on Third Party Funds at DKI Bank Sunter Branch. This research uses quantitative research methods by distributing questionnaires. The population of this research is all new customers in 2018 at DKI Bank  Branch Sunter, which numbered 1000 customers, with a sample of 150 respondents. The results showed that partially and simultaneously the quality of services and marketing programs had a significant effect on Third Party Funds

scholarly journals DAMPAK KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN BPJS DI PUSKESMAS JATILAWANG KABUPATEN BANYUMAS

2020 ◽  
Vol 4 (1) ◽  
pp. 33
Author(s):  
Kusumaningtyas Kusumaningtyas
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
Quantitative Research ◽  
Community Health Center ◽  
Cross Sectional ◽  
Patients Satisfaction ◽  
Expected Performance ◽  
The Government

Satisfaction is a feeling that shows a person's happiness or disappointment that comes after comparing the performance (outcome) of the thinking product to the expected performance (or outcome). Quality of service and satisfaction (patient) is a unity that is difficult to separate. To realize the patients’ satisfaction of BPJS at The Primary Health Service (Puskesmas) of Jatilawang Banyumas Regency as public health service owned by the government, in its development is demanded to give good service quality by increasing employee competence and also pay attention to service quality dimension itself. That are reliability, responsiveness, assurance, tangibles, and empathy. This research is a descriptive quantitative research with the cross-sectional approach which aims to know in general about how the level of patient satisfaction. Meanwhile, the specific purpose of this study to determine how much impact the quality of health services to BPJS patient satisfaction. The results showed that in general from the results of the t-test, the variable reliability (X1), responsiveness (X2), assurance (X3), tangibles (X4) and empathy (X5) partially positive and have a significant effect on patients’ satisfaction of BPJS service (Y). Furthermore, the variable reliability (X1), responsiveness (X2), assurance (X3), tangibles (X4) and empathy (X5) simultaneously have a positive and significant effect on BPJS patient satisfaction (Y). Specifically, the amount of BPJS patient satisfaction at The Community Health Center of Jatilawang, Banyumas is equal to 0.992 or 99.2%.

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