Analisis Pengaruh Kualitas Pelayanan terhadap Tingkat Loyalitas Pasien Rawat Jalan di RS. Surabaya

AbstrakJumlah kunjungan pasien rawat jalan merupakan salah satu indikator kinerja pelayanan rawat jalan di rumah. Jumlah kunjungan pasien rawat jalan di Rumah Sakit X selama tiga tahun terakhir tahun 2016-2018 mengalami penurunan sebesar 10%. Tujuan penelitian ini untuk menganalisis pengaruh kualitas pelayanan rawat jalan terhadap tingkat loyalitas pasien rawat jalan di Rumah Sakit X. Jenis penelitian ini penelitian diskriptif analitik dengan rancang bangun penelitian cross sectional. Sampel penelitian ini adalah pasien rawat jalan sebesar 36 sampel dengan teknik accidental sampling. Analisis data menggunakan uji regresi linear berganda. Hasil penelitian menujukkan bahwa kualitas pelayanan dokter, perawat, petugas pendaftaran sudah baik (mean ≥ 3,00). Kualitas sarana prasarana kurang baik (mean < 3,00). Tingkat loyalitas pasien berada pada level kesediaan untuk menggunakan kembali dan belum sampai pada level advocacy. Hasil uji regresi linier berganda menunjukkan kualitas pelayanan dokter dan petugas pendaftaran berpengaruh terhadap tingkat loyalitas pasien. Kualitas pelayanan perawat dan sarana prasarana tidak berpengaruh terhadap tingkat loyalitas pasien. Kesimpulan penelitian ini adalah secara keseluruhan kualitas pelayanan berpengaruh terhadap tingkat loyalitas pasien. Kata kunci : kualitas, pelayanan, loyalitas, pasien AbstractThe number of outpatient visits is one indicator of the performance of outpatient services in hospitals. The number of outpatient visit at Hospital X during the last three years in 2016 – 2018 increased a decrease of 10%. The purpose of this study was to analyze the influence of the quality of outpatient services on the level of outpatient loyalty at Hospital X. This was descriptive analytics research with cross-sectional design. The sample of this study was outpatients for 36 samples with accidental sampling technique. Data analysis uses multiple linear regression test. The result showed that the quality of the services of doctors, nurses, registration officers was good (mean ≥ 3,00). The quality of infrastructure is poor (mean < 3,00). The level of patient loyalty is at the level of willingness to use again and has not yet reached the level of advocacy. The results of multiple linear regression tests indicate the quality of the services of doctor and registration officers affect the level of patient loyalty. The quality of nurse services and facility does not affect the level of patient loyalty. The conclusion of this study is that overall service quality affects the level of patient loyalty.Keywords : service, quality, loyalty, patients

Download Full-text

Peran Kepuasan Pasien sebagai Variabel Mediasi Pengaruh Mutu Pelayanan terhadap Loyalitas Pasien

HIGEIA (Journal of Public Health Research and Development) ◽

10.15294/higeia.v2i4.23893 ◽

2018 ◽

Vol 2 (4) ◽

pp. 543-552

Author(s):

Ginka Vigaretha ◽

Oktia Woro Kasmini Handayani

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Sampling Technique ◽

Cross Sectional ◽

Purposive Sampling ◽

Outpatient Visits ◽

Patient Loyalty ◽

Customer Satisfaction Survey ◽

Cross Sectional Design

Abstrak Cakupan kunjungan pasien rawat jalan di RSUD dr. Soediran Mangun Sumarso pada bulan Oktober tahun 2017 sebanyak 12.975 pasien, bulan November sebanyak 12.259 pasien, dan bulan Desember hanya 12.149 pasien. Hasil survei kepuasan pelanggan menunjukkan angka 75,08% (Kurang Baik). Tujuan dari penelitian ini adalah untuk mengetahui pengaruh antara mutu pelayanan terhadap loyalitas pasien, mutu pelayanan dengan kepuasan pasien, kepuasan pasien terhadap loyalitas pasien serta untuk mengetahui apakah kepuasan pasien dapat memediasi hubungan antara mutu pelayanan dengan loyalitas pasien. Penelitian dilakukan pada bulan Mei tahun 2018. Jenis penelitian ini adalah deskriptif analitik dengan rancangan studi cross sectional, dilengkapi kajian kuantitatif dengan wawancara menggunakan kuesioner. Sampel sebesar 106 orang dengan menggunakan teknik Purposive Sampling. Pengumpulan data menggunakan kuesioner. Metode analisis data menggunakan Uji Regresi Linier Berganda dan Analisis Jalur dengan menggunakan SPSS. Hasil penelitian menunjukkan ada pengaruh antara mutu pelayanan terhadap loyalitas (Sig.=0.020), mutu pelayanan terhadap kepuasan (Sig.=0,000), kepuasan terhadap loyalitas (Sig.=0,000) dan kepuasan dapat memediasi hubungan antara mutu pelayanan dengan loyalitas. (0,339>0,267). Abstract Coverage of outpatient visits in hospitals dr. Soediran Mangun Sumarso in October 2017 are 12,975 patients, November are 12,259 patients, and December only 12,149 patients. The result of customer satisfaction survey showed 75.08% (Less Good). The purpose of this study was to determine the effect between service quality to patient loyalty, service quality to patient satisfaction, patient satisfaction to patient loyalty and to know whether patient satisfaction can mediate the relation between service quality to patient loyalty. This research was conducted in May 2018. The type of this research is descriptive analytical with cross sectional design, completed by quantitative analysis by interview using questionnaire. Number of samples of 106 respondents, the sampling technique is Purposive Sampling. Data was collected used is a questionnaire. Data analysis using Multiple Linear Regression and Path Analysis using SPSS. The result of research shows that there is influence between service quality to loyalty (Sig.=0,020), quality of service to satisfaction (Sig.=0,000), satisfaction to loyalty (Sig.=0.000) and satisfaction can mediate relationship between service quality and loyalty. (0.339>0.267).

Download Full-text

PENGARUH PROMOSI DAN KUALITAS PELAYANAN TERHADAP MINAT BERKUNJUNG WISATAWAN DOMESTIK KE MUSEUM SURABAYA

Jurnal IPTA ◽

10.24843/ipta.2021.v09.i01.p05 ◽

2021 ◽

Vol 9 (1) ◽

pp. 54

Author(s):

Syahrul Hidayat ◽

I Ketut Suwena ◽

N.G.A.S. Dewi

Keyword(s):

Quality Of Service ◽

Linear Regression ◽

Service Quality ◽

Multiple Linear Regression ◽

Sampling Technique ◽

Tourist Attraction ◽

Independent Variables ◽

Alternative Tourism ◽

Regression Test

Surabaya City currently lacks of potential natural tourism, Surabaya needs new alternative tourism to increase tourists to visit Surabaya by making museum tours become a tourist attraction. One of the factors that influencing tourists to visit are the promotion factor and service quality. This research was conducted to find out the influence of promotion and service quality towards interest to visit to museum Surabaya. The promotion aims to provide & attract tourists to visit. The quality of service is needed so that tourists feel comfortable to visit the museum and desire to revisit museum. The accidental sampling technique used by distributing questionnaires to 100 local tourists who visiting the museum . Multiple linear regression was used to measure the effect of independent variables on the dependent variable using SPSS version 24.0. The results of this research showed that the promotion variable (X1) does not partially had a positive and significant effect on tourit interest (Y) with t-count 1,629 < t-table 1,984. Service quality variable (X2) partially had a positive and significant effect with t-count 6,907 > t-table 1,984.Promotion variable (X1),and service quality variable (X2) simultaneously have a positive and significant effect with F-count 35,561 > F-table 3.939. Based on the results of multiple linear regression test, obtained the regression equation is Y = 13,849 + 0,200 X1 + 0,366 X2 + e with the correlation coefficient of 0.650 and the determination coefficient of 0.411 (41,1%).

Download Full-text

Service Quality for Patient Loyalty With Patient Satisfaction as Mediation of Hospital Patients In Dewi Sartika Kendari Hospital

Window of Health Jurnal Kesehatan ◽

10.33368/woh.v0i0.111 ◽

2019 ◽

pp. 97-105

Author(s):

Randa Wula Isfan ◽

Yulianti Fauziah

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Technological Development ◽

Sampling Technique ◽

Cross Sectional ◽

Healthcare Facilities ◽

Patient Loyalty ◽

Hospital Patients ◽

Fierce Competition

Hospital is one of the healthcare facilities, in the rapid technological development and increasingly fierce competition Hospital is required to continue to improve the quality of services that meet the needs of patients. This study aims to determine the effect of service quality on patient loyalty with patient satisfaction as mediation of hospitalized patients at Dewi Sartika Kendari General Hospital.The research method used was associative, with a cross-sectional design. Sampling technique used purposive sampling. Samples used were 83 respondents inpatients at Dewi Sartika Kendari General Hospital with data analysis using SPSS with path analysis method.The results showed that: a) Service quality had a positive and significant effect on patient satisfaction, the value of the effect was 0.583 and a significance of 0.000 <0.05. b) Quality of service does not have a positive and significant effect on patient loyalty, the value of the influence is 0.164 and the significance is 0.106> 0.05. c) Patient satisfaction has a positive and significant effect on patient loyalty, the value of the influence is 0.575 and a significance of 0.000 <0.05. d) Service quality has a positive and significant effect on patient loyalty with patient satisfaction as a mediating variable with a direct influence value of 0.164 <from the indirect effect value of 0.335

Download Full-text

Analisis Kepuasan Pasien Terhadap Kualitas Layanan Poli Gigi di Rumah Sakit Banyumanik Semarang

Jurnal Manajemen Kesehatan Indonesia ◽

10.14710/jmki.7.1.2019.24-29 ◽

2019 ◽

Vol 7 (1) ◽

pp. 24-29

Author(s):

Aulia Ika Pratiwi ◽

Bagoes Widjanarko ◽

Sutopo Patria Jati

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Medical Records ◽

Outpatient Care ◽

Quantitative Research ◽

Outpatient Services ◽

Cross Sectional ◽

Number Of Visits ◽

Cross Sectional Design

Based on the medical records of the Banyumanik Hospital, the number of visits in the Banyumanik Hospital dental clinic in 2015 was 766 patients (90%), increasing in 2016 to 781 (91%), but decreased in 2017 to 724 patients (85%) one factor the cause is the quality of service. This study aimed to analyze the effect of quality outpatient services on patient satisfaction in dental polyclinics in hospitals. Banyumanik Semarang. This was quantitative research with cross sectional design. The number of samples in this study were 54 respondents. Research variables were 5 dimensions of service quality. The results of the study showed the dimensions of the quality of outpatient care in dental poly: Real Evidence had a poor result of 68.5, reliability had poor results of 32 respondents 59.3%, poor responsiveness 40.7%, poor guarantees 59.3%, poor empathy at 55.6%, and less patient satisfaction at 44.4%. In the results of multivariate analysis that the responsiveness variable has the highest significance of 0.039 with the value of Exp (B) 4,566. The conclusion of this study was that the dimensions of service quality namely Real Evidence, Responsiveness, and Empathy affect patient satisfaction, while the guarantee does not affect the satisfaction of outpatients in the Dental Polyclinic Hospital. Banyumanik Semarang.

Download Full-text

Faktor-Faktor yang Mempengaruhi Kemauan Membayar Pajak WPOP di Kantor Pelayanan Pajak Pratama Gianyar

E-Jurnal Akuntansi ◽

10.24843/eja.2019.v26.i01.p13 ◽

2019 ◽

pp. 340

Author(s):

Aswin Pringgandana ◽

I Gusti Ngurah Agung Suaryana

Keyword(s):

Linear Regression ◽

Service Quality ◽

Willingness To Pay ◽

Multiple Linear Regression ◽

Sampling Technique ◽

Tax System ◽

Analysis Technique ◽

Tax Payers ◽

System Effectiveness

The purpose this study is to determine the effect of awareness tax, knowledge and understanding of tax regulations, the effectiveness of tax system, the quality of tax services on the willingness to pay personal taxpayers. This research was conducted at KPP Pratama Gianyar. The population is individual taxpayer registered in KPP Pratama Gianyar as many 114,677 taxpayer with the amount of samples taken as 100 personal tax payers with incidental sampling technique by filling out the questionnaire. Analysis technique used multiple linear regression. Based on the results found that awareness tax, knowledge and understanding, tax system effectiveness, and quality of tax services have a positive and significant impact on the willingness to pay taxes. This shows that the higher level of awareness of paying taxes, knowledge and understanding of tax laws, the effectiveness of the tax system, the quality of tax services will be higher the willingness to pay taxes. Keywords: awareness, knowledge, understanding, effectiveness, service quality

Download Full-text

Analysis of Patient Operation Interest in Sumber Glagah Hospital, Mojokerto Regency

JOURNAL FOR QUALITY IN PUBLIC HEALTH ◽

10.30994/jqph.v5i1.252 ◽

2021 ◽

Vol 5 (1) ◽

pp. 85-95

Author(s):

Mohamad Rofi'in ◽

Sentot Imam Suprapto

Keyword(s):

Linear Regression ◽

Service Quality ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

Point Of View ◽

P Value ◽

Cross Sectional ◽

Type Of Surgery

A person's interest in services is related to the ability of the service provider to provide services. The purpose of this research is to analyze the influence of perception, service quality, anxiety and type of surgery on patient interest in performing surgery at Sumber Glagah Hospital, Mojokerto Regency. The design of this study is a quantitative analytic study with a cross sectional approach with the focus of the research being aimed at analyzingthe influence of perception, service quality, anxiety and type of surgery on patient interest in performing surgery at Sumber Glagah Hospital, Mojokerto Regency with a population of a number 143 respondents and a sample of 105 respondents who were taken using purposive sampling technique. Data analysis using Linear Regression test.The findings found that Most of the respondents had the perception of a sufficient category as many as 65 respondents (61.9%). Most of the respondents had a sufficient service quality category as many as 66 respondents (62.9%). Most of the respondents had moderate anxiety as many as 61 respondents (58.1%). Most of the respondents had a selective category of operation as many as 92 respondents (87.6%). Most of the respondents have a moderate interest category as many as 69 respondents (65.7%). Based on the results of the Multiple Linear Regression analysis, it shows that with a p-value of 0.000 <0.05, H1 is accepted so it can be concluded that simultaneously there isinfluence perception, quality of service, anxiety and type of surgery on patient interest in performing surgery at Sumber Glagah Hospital, Mojokerto Regency with a magnitude of influence 70.4%. Basically, a person's interest can be influenced by various factors ranging from the patient's point of view, the quality of existing services and even the patient's level of anxiety.

Download Full-text

RELATIONS BETWEEN THE QUALITY OF HEALTH SERVICES WITH OUTPATIENT LOYALTY IN POLY OBGYN RSIA ERIA PEKANBARU IN 2016

Photon: Jurnal Sain dan Kesehatan ◽

10.37859/jp.v7i02.504 ◽

1930 ◽

Vol 7 (02) ◽

pp. 61-68

Author(s):

Leon Candra ◽

Rosi Hairati

Keyword(s):

Service Quality ◽

Sampling Technique ◽

Bivariate Analysis ◽

Measuring Instruments ◽

P Value ◽

Chi Square ◽

Cross Sectional ◽

Patient Loyalty ◽

Cross Sectional Design ◽

Improve Service Quality

Customer loyalty is a person who buys, especially purchase regularly and repeat edly (Hassan, 2008). The purpose of this study is whet her there is a relationship of health service quality and out patient loyalty of poly OBGYN in RSIA Eria Bunda Pekanbaru 2016. This research method is quantitative analytic observational using cross-sectional design, respondents were out patients of poly OBGYN RSIA Eria Bunda Pekanbaru. The study sample as many as 97 out patients. The sampling technique is purposive sampling. The analysisis univariate and bivariate analysis using Chi-square, measuring instruments used were question naires and computerized data processing. The results showed anassociation between tangibles (p value = 0.046 and POR = 2.9), reliability (p value = 0.007, and POR = 4) and empathy (p value = 0.031, and POR = 3.4) with patient loyalty in the Poly Obgyn RSIA Eria Bunda Pekanbaru. The absence of a relationship between responsiveness (p value = 0.079, and POR = 0.3) and assurance (p value = 0.593, and POR = 1.4) with patient loyalty in the Poli OBGYN RSIA Eria Bunda Pekanbaru. Suggested for RSIA Eria Bunda Pekanbaru need to do the training, disseminating feed back, criticisms, and suggestions of the patien/family and need to think about how to suppress deficiencies in service, equipment (tangible ) to improve service quality, and human resources, that are expected to display the superior it service.

Download Full-text

PENGARUH LOKASI, KUALITAS PRODUK TABUNGAN, KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DALAM MENABUNG DI BMT ADZKIYAH KHIDMATUL UMMAH DI KOTA METRO

CAM JOURNAL : Change Agent For Management Journal ◽

10.35915/cj.v3i2.376 ◽

2019 ◽

Vol 3 (2) ◽

pp. 439

Author(s):

Suwarto Suwarto ◽

Risa Anggraini

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Linear Regression Analysis ◽

Requirements Analysis ◽

Primary Data ◽

Homogeneity Test ◽

Linearity Test

This research is motivated by customer satisfaction which is a customer action to save. The purpose of this study was to determine the ef ect of location, quality of savings products, service quality on customer satisfaction. In this study using primary data collected by explanatory research methods and sample collection techniques in the form of accidental sampling of BMT customers Adzkiyah Khidmatul Ummah using a questionnaire with a likert skla in BMT Adzkiyah Khidmatul Ummah in Metro City. Testing the instrument requirements used include validity, reliability testing. Requirements analysis using normality test, linearity test, homogeneity test. And analysis tools using multiple linear regression with partial test (t test), simultaneous test (f test), coef icient of determination test (R2). As testing requirements analysis and hypothesis testing. Based on the results of research using multiple linear regression analysis obtained location influences customer satisfaction, the quality of savings products does not af ect customer satisfaction, and service quality influences customer satisfaction.

Download Full-text

Korelasi Panjang Tulang Tibia Terhadap Tinggi Badan Pada Mahasiswa FK UMSU

Smart Medical Journal ◽

10.13057/smj.v1i1.24048 ◽

2018 ◽

Vol 1 (1) ◽

pp. 1

Author(s):

Putra Diandro Utama Ritonga ◽

Hendra Sutysna

Keyword(s):

Linear Regression ◽

Body Height ◽

Sampling Technique ◽

The Body ◽

Clinical Context ◽

Exclusion Criteria ◽

Cross Sectional ◽

Regression Formula ◽

Cross Sectional Design ◽

Tibia Length

Introduction: Estimation of body height is one of the important parameter in the anthropology forensic, which the body height became the first action in identification. The regression formula using the tibia length, sex, and age might have valid approximation for body height which helpful in clinical context. Methods: The analytic descriptive researchwith the cross-sectional design was done on 112 subject consist of male and female satisfy inclusion and exclusion criteria. Sample was selected by total sampling technique.Results: Tibia length resulting correlation ranging between 0,488 and 0,968 (p<0,001). The linear regression formula showed Standard Error of the Estimate (SEE) ranging between 0,810 and 3,495 (p<0,001). Conclusion: A significant correlation between tibia length and body heightwas found with a strong correlation. Hence, a linear regression formula was derived for the estimation of body height from tibia length.Keywords: tibia length; body height; regression formula; anthropometry

Download Full-text

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PERUSAHAAN MASTER PIECE KARAOKE DI KOTA BENGKULU

EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis ◽

10.37676/ekombis.v9i1.1233 ◽

2021 ◽

Vol 9 (1) ◽

pp. 50-58

Author(s):

Yudi Irawan Abi

Keyword(s):

Linear Regression ◽

Data Collection ◽

Service Quality ◽

Multiple Linear Regression ◽

Consumer Satisfaction ◽

Sampling Technique ◽

Coefficient Of Determination ◽

Sampling Techniques ◽

Analysis Tool ◽

Test Result

The purpose of this study was to determine the effect of tangible, reliability, responsiveness, assurance and empathy of service quality to consumer satisfaction of Master Piece Karaoke in Bengkulu. The sampling technique in this study using purposive sampling techniques and data collection is done by distributing questionnaires to the respondents. The questionaires were distributed to the 100 respondent of Master Piece Karaoke in Bengkulu. The analysis tool used is multiple linear regression using SPSS 16. Hypothesis testing using the T test. Result shows that partially, tangible, reliability, responsiveness, assurance and empathy variables has significant effect on consumer satisfaction of Master Piece Karaoke in Bengkulu. Based on the analysis of known coefficient of determination value of Adjusted R Square is 0.477, this means 47,7% variable consumer satisfaction is influenced by variables service quality.

Download Full-text