ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT UMUM Dr. ABDUL RIVAI

2019 ◽  
Vol 3 (2) ◽  
pp. 450
Author(s):  
Zulkifli Zulkifli
Keyword(s):  
Service Quality ◽  
General Hospital ◽  
Direct Evidence ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Analytical Tool ◽  
Reliability Test ◽  
Dominant Dimension ◽  
Five Dimensions ◽  
Level Of Satisfaction

The purpose of this study was to analyze the influence of each dimension of service quality on the level of satisfaction of inpatients which dimensions of service quality are more dominant in influencing the level of satisfaction of inpatients The analytical tool in question is: validity test and reliability test, multiple linear regression analysis, coef icient of determination, t test and F test. Based on the results of the analysis, it can be seen that the dimensions of direct evidence (tangibles) have a significant ef ect on the level of satisfaction of inpatients at Dr. Abdul Rivai General Hospital, while reliability, responsiveness, assurance and attention have no significant ef ect. Tangibles, reliability, responsiveness, assurance and attention can provide a positive and significant influence together or simultaneously on patient satisfaction at Dr. Abdul Rivai General Hospital. The most dominant dimension of influence on the satisfaction of hospitalized patients at Dr. Abdul Rivai General Hospital is a dimension of direct evidence (tangibles), with a regression coef icient of 0.965 or 96.5%. The coef icient of determination or R Square is 97.4%, while the remaining 2.6% is influenced by other factors besides the five dimensions of service quality

scholarly journals The Influence of the Dimensions of Service Quality on Customer Satisfaction at Hotels in Batu City, Indonesia

2017 ◽  
Vol 2 (3) ◽  
pp. 67-72
Author(s):  
Ludfi Djajanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Market Competition ◽  
Linear Regression Analysis ◽  
Original Data ◽  
Multiple Linear Regression Analysis ◽  
Jel Classification ◽  
Dominant Dimension ◽  
Analysis Technique

Objective - The number of hotels in both urban or in tourism areas has increased quite rapidly. The success and sustainability of hotel businesses is largely determined by their marketing strategy and the quality of services they provide to their customers. In choosing a hotel, customers consider both the physical appearance of the hotel as well as the quality of service provided. The rapid increase in hotels in Indonesia necessarily increases competition in the hotel industry and the rules surrounding market competition become quite strict. The aim of this research is to determine the influence of the dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) on customer satisfaction and to identify the most dominant dimension in terms of customer satisfaction. Methodology/Technique - The research studied 110 respondents who have stayed in several hotels located in Batu, Indonesia. The data was collected using purposive sampling techniques using questionnaires. The data analysis technique used in this research was multiple linear regression analysis. Findings – Based on the results of this research, it is concluded that the dimensions of service quality (tangibility, reliability, responsiveness, assurance, empathy) have a significant influence on customer satisfaction. In addition, the service quality dimension that has the most dominant influence on customer satisfaction is assurance. Novelty - The research supported by original data and contribute to the literature in the context of Indonesia. Type of Paper - Empirical Keywords: Service Quality; Tangibility; Reliability; Responsiveness; Assurance; Empathy; Customer Satisfaction. JEL Classification: L15, M10, M30.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN CITRA MEREK TERHADAP KEPUASAN WISATAWAN NUSANTARA MENGGUNAKAN TRANSPORTASI ONLINE GRAB DI KUTA, BALI

Jurnal IPTA ◽  
2020 ◽  
Vol 8 (2) ◽  
pp. 226
Author(s):  
Maria Laru Sendy Ludju ◽  
I Made Kusuma Negara ◽  
Ni Putu Eka Mahadewi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Dominant Dimension ◽  
Tourist Satisfaction ◽  
Brand Association ◽  
Quantitative And Qualitative Research

This study aimed to explain the effect of service quality and brand image on the satisfaction of domestic tourists who used Grab online transportation in Kuta, Bali. The research method used in this research was quantitative and qualitative research methods (mix methods). Questionnaires were distributed to 150 domestic tourists with a sample determination method using purposive sampling. The method of data analysis used multiple linear regression analysis with SPSS 18.0 program. The results of this study stated that partially the quality of service had a positive and significant effect on the satisfaction of domestic tourists with the dominant dimension being the tangible dimension and brand I mage giving a positive and significant effect on the satisfaction of domestic tourists with the dominating dimension being the support of the brand association. Simultaneously, the quality of service and brand image had a positive and significant influence on the satisfaction of domestic tourists. The R Square value of 0.672 meant that 67,2% of tourist satisfaction could be explained by the variable service quality and brand image, while the remaining 32,8% was influenced by other variables not examined in this study.

scholarly journals Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

2018 ◽  
Vol 5 (1) ◽  
pp. 90-101
Author(s):  
Entin Sutinah ◽  
Odilia Rosdiana Simamora
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

scholarly journals Pengukuran Layanan Pada Aplikasi Mobile JKN Menggunakan Metode Servqual

2019 ◽  
Vol 21 (2) ◽  
pp. 157-166
Author(s):  
Andi Saryoko ◽  
Hendri Hendri ◽  
Sulaeman Hadi Sukmana
Keyword(s):  
Service Quality ◽  
Mobile Application ◽  
Direct Evidence ◽  
Quality Measures ◽  
Scientific Meeting ◽  
Community Satisfaction ◽  
Five Dimensions ◽  
Level Of Satisfaction ◽  
Community Expectations ◽  
Online Registration

The Indonesian people in registering as members of the BPJS for Health can now be done in several ways: 1) registration by coming directly to the nearest BPJS office, 2) being able to register online on a computer, internet connected laptop on the https: / page /daftar.bpjs-kesehatan.go.id/ or 3) register online on the JKN mobile application with a smartphone or mobile. Research to analyze the level of community satisfaction with BPJS Health online registration on the JKN mobile application by applying the servqual method. In registering BPJS Health members online, the application provider must be able to give full attention to service quality (SERVQUAL). In the context of measuring service quality variables, Parasuraman, Zeithaml and Berry (1998) identified five dimensions of service quality measures including: Reliability, responsiveness, Assurance, Direct evidence (Tangibles), and Empathy (Empathy). This study aims to examine the level of satisfaction of BPJS Health members towards online registration services at BPJS Health especially for the Jakarta area by applying the SERVQUAL method, and to find out what factors should be prioritized on online registration with the JKN mobile application in order to meet community expectations. From this scientific research, it is hoped that it can be published in one of the national journals and can be announced at the National scientific meeting.

scholarly journals PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA BERLIAN BEAUTY CLINIC SAMARINDA

2021 ◽  
Vol 9 (3) ◽  
pp. 248
Author(s):  
Weni Maulina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Analytical Tool ◽  
Statistical Software ◽  
Analytical Tools

This study aims to determine the effect of product quality and service quality on customer satisfaction at Berlian Beauty Clinic Samarinda ,. The analytical tools used are descriptive analysis and quantitative analysis with the help of SPSS statistical software version 22. The sampling technique in this study used a saturated sampling technique (census), which is a method that takes all populations to become respondents in this study. The number of taking samples was 83. Derived from the Berlian beauty Clinic sample on A. Wahab Syahranie street No.199A Samarinda. Data collection used is the technique of observation, questionnaires, and literature writing. While the analytical tool used is multiple linear regression analysis. The results of the study concluded that the product quality variable (X1) with a significant value of 0.05 because tcount = 7.569> ttable = 1.990 and the sig = 0.000 <0.05. The results of this study concluded that the variable service quality (X2) with a significant value of 0.05 because tcount = 4.554> ttable = 1.990 and the sig = 0.000 <0.05. thus the service quality variable has a partial effect on customer satisfaction (Y).

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN TRAVEL DI KABUPATEN MALAKA (Studi Pada Travel Betun Mandiri Expres)

2020 ◽  
Vol 12 (2) ◽  
Author(s):  
Yuventus K K Finistyawan ◽  
Juita L D Bessie
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Five Dimensions ◽  
Car Travel

This research aims to determine the effect of service quality on customer satisfaction of Betun Mandiri Express (BME) Car Travel. The independent variable in this study is the dimension of service quality consisting of physical evidence, reliability, responsiveness, assurance, and empathy, while the dependent variable is customer satisfaction. The number of samples is 99 respondents who ever using BME Car Travel services more than twice. Samples were gained using accidental sampling technique. Data were collected using questionnaires, interviews, observations, and literature studies. Data analysis techniques used are quantitative descriptive, multiple linear regression analysis and hypothesis testing using the Software SPSS 24. Descriptive Analysis's results show that overall, the respondents gave a categorized perception assessment both for the five dimensions of Service Quality and Satisfaction of using BME Travel. From the results of Multiple Linear Regression Analysis found the mathematical equation: Y = 2.537 + 0.174X1 + 0.158 X2 + 0.185 X3 + 0.146 X4 + 0.196 X5.Both the F Test and t Test results show that simultaneously and partially the five dimensions of Service Quality have a significant effect on customer satisfaction. However, based on the value of Adjusted R2 shows the contribution of the variable Service Quality to Customer Satisfaction is only 32.2%. While 67.8% is influenced by other variables outside the focus of this study. These variables are price and promotion which can be considered for further researchers besides service quality.   Keywords: Tangibles, Reliability, Responsiveness, Assurance, and Empathy and Customer Satisfaction  

scholarly journals PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN GRAB BIKE DI UNIVERSITAS KRISNADWIPAYANA

2019 ◽  
Vol 7 (1) ◽  
Author(s):  
Donny Dharmawan ◽  
David Adista
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Random Sampling ◽  
Customer Value ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Test Reliability ◽  
Reliability Test ◽  
Testing Techniques

<em>This study aims to analyze the effect of service quality and customer value on GrabBike customer satisfaction at Unkris, Jakarta. This study took a sample of 71 customers from a total of 250 GrabBike customers at Unkris, Jakarta. Samples were taken using the Slovin formula by random sampling method. Data testing techniques used in this study include validity test, reliability test, multiple linear regression analysis to test and prove the research hypothesis. The results of this analysis indicate that the variables of service quality and customer value have a positive and significant influence on customer satisfaction.</em>

scholarly journals PENGARUH SUASANA TOKO, KUALITAS PELAYANAN, KEPERCAYAAN, DAN PERSEPSI HARGA TERHADAP MINAT BELI ULANG

2021 ◽  
Vol 11 (2) ◽  
pp. 230
Author(s):  
Monita Nugrahaeni ◽  
Ahmad Guspul ◽  
Hermawan Hermawan
Keyword(s):  
Service Quality ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Test Reliability ◽  
Reliability Test ◽  
Repurchase Intention ◽  
Price Perception ◽  
Positive Effect

This study aims to investigate the effect of store atmosphere, service quality, price perception, and trust on the repurchase intention of Ayam Susan Wadaslintang. The sampling method of this study was the non-probability sampling by using the accidental sampling technique to 100 consumers. The data then being analyzed statistically by using multiple linear regression analysis, validity test, reliability test, and t-test. The result of the study shows that store atmosphere, service quality, price perception, and trust have a positive effect on consumer repurchase intention.

Efek Harga, Kualitas Pelayanan, dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan PT. Prodia Widyahusada cabang Batam

2021 ◽  
Vol 11 (1) ◽  
pp. 63-68
Author(s):  
Silvia Revana Auzar ◽  
Frentina Eka Ningrum Tyastuti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Reliability Test ◽  
Testing Technique ◽  
Independent Variable ◽  
Questionnaire Method

This study aims to examine and analyze the effect of price, service quality, customer satisfaction on customer loyalty at PT. Prodia Widyahusada Batam Branch. Data collection was carried out by distributing questionnaires to 96 customers of PT. Prodia Widyahusada Batam Branch. The sampling technique used is the questionnaire method and the reliability test data testing technique with Cronbach's Alpha. Classical assumption test and multiple linear regression analysis, to test and prove the research hypothesis. The results of the analysis show that price, service quality and customer satisfaction have a positive and significant effect on customer loyalty. Hypothesis testing using the t test shows that the variables of price, service quality and customer satisfaction that have been studied have a significant effect on customer loyalty variables. Then through the F test, it can be seen that the variables of price, service quality and customer satisfaction have a significant effect on customer loyalty together. The Rsquare number of 0.358 indicates that 35.8 percent of the variation in customer loyalty can be explained by one independent variable used in the regression equation. While the remaining 64.2 percent is explained by other variables outside the variables used in this study

scholarly journals PENGARUH KUALITAS PRODUK HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN NESMILO DI SAMARINDA

2020 ◽  
Vol 8 (1) ◽  
pp. 65
Author(s):  
Rabiah Rabiah
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Test Reliability ◽  
Reliability Test ◽  
Negative Effect ◽  
Influential Variable ◽  
Positive Effect

This study aims to examine the effect of product quality, price and sevice quality on costumer satisfaction Nesmilo restaurant in Samarinda. The population in this study were consumers in Nesmilo restaurants with a total sampel of 80 respondents. Data collection techniquess were carried out by observaction, interviews, documentation and questionnaires. Analysis tools used validity test, reliability test, classic assumption test, multiple linear regression analysis and hypothesis testing with spss version 22. The results of this study indicate that product quality, price and service quality simultaneously have a positive effect on customer satisfaction. The results of this study also indicate that product quality partially has a significant negative effect on customer satisfaction. The variable price partially has no effect on customer satisfaction, then the service quality partialy has a positive and significant effect on customer satisfaction and the most influential variable on customer satisfaction is sevice quality.

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