scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP RSKG (RUMAH SAKIT KHUSUS GERIATRI) TEJA HUSADA KEPANJEN

2020 ◽  
Vol 5 (2) ◽  
pp. 13
Author(s):  
Fatmawati Sholichah
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Random Sampling ◽  
Simple Random Sampling ◽  
Quality Of Services ◽  
Health Providers ◽  
Research Results ◽  
Physical Evidence ◽  
Special Hospital

One effort to create a healthy Indonesia is to improve the quality of services and facilities by health providers such as health centers, hospitals and clinics in Indonesia. Hospitals providing health services in Indonesia should be managed properly, in improving the quality of services. In this study, the population was patients who were undergoing treatment at the Teja Husada Kepanjen General Hospital, as many as 105 patients. This random sampling is called Simple Random Sampling. In sampling according to Husein Umar (2003:141) Slovin formula was used. So that the sample taken was 51 respondents. From the research results it can be seen that 1) From the research results it can be seen that service quality variables which include reliability (X1), responsiveness (X2), certainty (X3), empathy (X4), physical evidence (X5) simultaneously affect patient satisfaction RSKG (Geriatric Special Hospital) Teja Husada Kepanjen at RSKG (Geriatric Special Hospital) Teja Husada Kepanjen; 2) From the research results it can be seen that the service quality variables which include reliability (X1), responsiveness (X2), certainty (X3), empathy (X4), physical evidence (X5) have a partial effect on patient satisfaction of RSKG (Geriatri Special Hospital ) Teja Husada Kepanjen at RSKG (Geriatric Special Hospital) Teja Husada Kepanjen; and 3) From the results of the study it can be seen that responsiveness which is one of the service quality variables has a dominant influence on the satisfaction of the Teja Husada Kepanjen RSKG (Special Geriatric Hospital) patients at the Teja Husada Kepanjen RSKG (Geriatric Special Hospital). Keywords: Service Quality, Patient Satisfaction

scholarly journals Fakultas Ekonomi dan Bisnis, Universitas Mercubuana, Indonesia

2018 ◽  
Vol 7 (2) ◽  
Author(s):  
Arifin Sitio ◽  
Beni Rasjid
Keyword(s):  
Random Sampling ◽  
Survey Methods ◽  
Simple Random Sampling ◽  
Study Data ◽  
Quality Of Services ◽  
Analysis Method ◽  
Purchasing Decisions ◽  
Physical Evidence ◽  
Service Purchasing

This study aims to find out the influence of the quality of services, people, processes and physical evidence on the decision to purchase mining services by PT Berau Coal to PT BUMA. In this study, data collection was carried out through survey methods by distributing questionnaires to respondents within the company organization PT Berau Coal starting from the position of supervisor /engineer to general manager. The number of samples taken in this study was 50 people. Thetechnique sampling used in this study is Simple Random Sampling. Data analysis method uses multiple regression analysis with SPSS 23.0. The results of data processing show that the variable quality of services, people, processes and physical evidence affect the decision to purchase mining services. Parameters for testing the effect of service quality on service purchasing decisions show a t value of 3.191 (sig = 0.003), the influence of people on the decision to purchase services shows a t value of 2.341 (sig = 0.024), the effect of the process on the decision to purchase services shows a t value of 2.400 ( sig = 0.021), and the effect of physical evidence on the decision to purchase services shows a t value of 2.797 (sig = 0.008).

scholarly journals ANALISIS KEPUTUSAN PEMBELIAN JASA PENAMBANGAN PT BERAU COAL KEPADA PT BUKIT MAKMUR MANDIRI UTAMA (BUMA)

2018 ◽  
Vol 7 (2) ◽  
pp. 17
Author(s):  
Arifin Sitio ◽  
Beni Rasjid
Keyword(s):  
Random Sampling ◽  
Survey Methods ◽  
Simple Random Sampling ◽  
Study Data ◽  
Quality Of Services ◽  
Purchasing Decisions ◽  
General Manager ◽  
Physical Evidence ◽  
Service Purchasing

 This study aims to find out the influence of the quality of services, people, processes and physical evidence on the decision to purchase mining services by PT Berau Coal to PT BUMA. In this study, data collection was carried out through survey methods by distributing questionnaires to respondents within the company organization PT Berau Coal starting from the position of supervisor /engineer to general manager. The number of samples taken in this study was 50 people. Thetechnique sampling used in this study is Simple Random Sampling. Data analysis method uses multiple regression analysis with SPSS 23.0. The results of data processing show that the variable quality of services, people, processes and physical evidence affect the decision to purchase mining services. Parameters for testing the effect of service quality on service purchasing decisions show a t value of 3.191 (sig = 0.003), the influence of people on the decision to purchase services shows a t value of 2.341 (sig = 0.024), the effect of the process on the decision to purchase services shows a t value of 2.400 ( sig = 0.021), and the effect of physical evidence on the decision to purchase services shows a t value of 2.797 (sig = 0.008). Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan, orang, proses dan bukti fisik terhadap keputusan pembelian jasa penambangan oleh PT Berau Coal kepada PT BUMA. Dalam penelitian ini, pengumpulan data dilakukan melalui metode survei dengan menyebarkan kuesioner kepada responden dalam organisasi perusahaan PT Berau Coal mulai dari posisi supervisor / insinyur hingga general manager. Jumlah sampel yang diambil dalam penelitian ini adalah 50 orang. Teknik sampling yang digunakan dalam penelitian ini adalah Simple Random Sampling. Metode analisis data menggunakan analisis regresi berganda dengan SPSS 23.0. Hasil pengolahan data menunjukkan bahwa variabel kualitas layanan, orang, proses dan bukti fisik mempengaruhi keputusan untuk membeli jasa penambangan. Parameter untuk menguji pengaruh kualitas layanan pada keputusan pembelian layanan menunjukkan pada nilai 3,191 (sig = 0,003), pengaruh orang pada keputusan untuk membeli layanan menunjukkan pada nilai 2,331 (sig = 0,024), efek dari proses pada keputusan untuk membeli layanan menunjukkan pada nilai 2.400 (sig = 0,021), dan pengaruh bukti fisik pada keputusan untuk membeli layanan menunjukkan pada nilai 2,797 (sig = 0,008).Keywords : Quality of services, people, processes and physical evidence, service purchasing decisions

scholarly journals Analisis Keputusan Pembelian Jasa Penambangan PT Berau Coal kepada PT Bukitmakmur Mandiri Utama (BUMA)

2018 ◽  
Vol 7 (2) ◽  
Author(s):  
Arifin Sitio ◽  
Beni Rasjid
Keyword(s):  
Random Sampling ◽  
Survey Methods ◽  
Simple Random Sampling ◽  
Study Data ◽  
Quality Of Services ◽  
Analysis Method ◽  
Purchasing Decisions ◽  
Physical Evidence ◽  
Service Purchasing

This study aims to find out the influence of the quality of services, people, processes and physical evidence on the decision to purchase mining services by PT Berau Coal to PT BUMA. In this study, data collection was carried out through survey methods by distributing questionnaires to respondents within the company organization PT Berau Coal starting from the position of supervisor /engineer to general manager. The number of samples taken in this study was 50 people. Thetechnique sampling used in this study is Simple Random Sampling. Data analysis method uses multiple regression analysis with SPSS 23.0. The results of data processing show that the variable quality of services, people, processes and physical evidence affect the decision to purchase mining services. Parameters for testing the effect of service quality on service purchasing decisions show a t value of 3.191 (sig = 0.003), the influence of people on the decision to purchase services shows a t value of 2.341 (sig = 0.024), the effect of the process on the decision to purchase services shows a t value of 2.400 ( sig = 0.021), and the effect of physical evidence on the decision to purchase services shows a t value of 2.797 (sig = 0.008).Keywords:Quality of services, people, processes and physical evidence, service purchasing decisions 

scholarly journals STUDI EMPIRIS KUALITAS PELAYANAN MELALUI MODEL SERVQUAL (Service Quality) DAN IPA (Important Performance Analysis) PADA MAHASISWA JURUSAN TARBIYAH STAIN GAJAH PUTIH ACEH

2019 ◽  
Vol 3 (2) ◽  
pp. 183
Author(s):  
Farid Fauzi ◽  
Ansor Nasution
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Random Sampling ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Primary Data ◽  
Research Approach ◽  
Low Expectations ◽  
Sequential Explanatory

Penelitian ini mengkaji kualitas pelayanan dengan menggunakan Model SERVQUAL dan IPA (Important Performance Analysis) pada Jurusan Tarbiyah STAIN Gajah Putih. Dimensi pelayanan yang digunakan yaitu : Tangibles, Reliability, Responsiveness, Assurance, Empathy. Pendekatan penelitian yang digunakan adalah Mixed Method dengan Model Sequential Explanatory, jumlah populasi dalam penelitian ini berjumlah 1576 mahasiswa dengan teknik pengambilan sampel menggunakan Simple Random Sampling menggunakan Rumus Slovin dengan jumlah sampel berjumlah 94 mahasiswa. Data yang digunakan adalah data primer dengan menggunakan Skala Likert. Berdasarkan hasil penelitian terdapat tiga atribut layanan yang mempunyai kategori yang harus mendapatkan perhatian khusus, sembilan atribut layanan yang berkategori layanan yang baik tetapi mempunyai tingkat prioritas yang rendah, sepuluh atribut layanan yang berkategori atribut layanan yang mempunyai harapan dan persepsi yang rendah serta empat atribut layanan yang mempunyai kategori kinerja yang baik  dan telah melampui harapan dari para mahasiswa. Kata Kunci : Kualitas Pelayanan, SERVQUAThis study examines the quality of service using the SERVQUAL and IPA Models (Important Performance Analysis) at the STAIN Gajah Putih Tarbiyah Department. The dimensions of the services used are: Tangibles, Reliability, Responsiveness, Assurance, Empathy. The research approach used was Mix Method with Model Sequential Explanatory, the number of population in this study amounted to 1576 students with sampling techniques using Simple Random Sampling using Slovin Formula with a total sample of 94 students. The data used are primary data using a Likert Scale. Based on the results of the study there are three service attributes that have special attention categories, nine service categories that are categorized as good but have a low priority level, ten service attribute categories that have low expectations and perceptions and four service attributes has a good performance category and has exceeded the expectations of the students.Keywords : Service Quality, SERVQUAL And IPA

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 ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP MUTU PELAYANAN RUMAH SAKIT BERDASARKAN METODE SERVICE QUALITY (SERVQUAL)

2020 ◽  
Vol 3 (1) ◽  
pp. 58-64
Author(s):  
Beny Irawan ◽  
Raden Aldri Kurnia ◽  
Erwin Daniel Sitanggang ◽  
Sayed Achmady
Keyword(s):  
Patient Satisfaction ◽  
Data Collection ◽  
Service Quality ◽  
Random Sampling ◽  
Satisfaction Level ◽  
Probability Sampling ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Measuring the level of patient satisfaction at the hospital is done to measure the performance of the services provided. In measuring the level of satisfaction in the March 2020 period at the GrandMed hospital, it involved 98 inpatients as a sample of a population of 129 patients. The data collection techniques used were non-probability sampling with purposive random sampling and purposive random sampling. By using the servqual method, as a whole, it is by the expectation with a satisfaction level gap score of 0.10 with a patient satisfaction level of 53.06%. In the dimension of the gap score is 0.22 for the Assurance variable, 0.16 for the Physical Evidence variable, 0.12 for the Empathy variable, 0.08 for the Reliability variable, and -0.08 for the Responsiveness variable. To improve service quality, it is necessary to improve the performance of the attributes of the statement, especially those in the reliability dimension.

scholarly journals E-Service Quality, E-Loyalty, and E-Satisfaction Muslim Travellers

2021 ◽  
Vol 1 ◽  
pp. 219-226
Author(s):  
Malikhatul Marati ◽  
Muhammad Ali Faisal ◽  
Ikhsan Dwi Anggoro ◽  
Saiful Anwar
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Multiple Regression ◽  
Random Sampling ◽  
Analytical Tool ◽  
Quality Of Services ◽  
Quality Aspects ◽  
The Impact ◽  
Practical Implications

This study aims to determine the effect of e-service quality on e- loyalty with e-satisfaction as an intervening variable for muslim travellers. The population are Traveloka users in Java. Purposive random sampling are used. The sample was obtained from 170 respondents by online collecting data questionnaire. SPSS 21.0 program are used to data analyze. The analytical tool were Multiple Regression and Path Analysis. The results showed that: e-service quality aspects of reliability, tangible, and empathy had a positive and significant effect on e-satisfaction. E- satisfaction and E-Service have a positive and significant impact on e- loyalty. E-satisfaction can mediate the impact of reliability, tangible, and empathy on e-loyalty, while responsiveness and assurance do not mediate the effect of e-satisfaction on e-loyalty The results of this study can theoretically strengthen the existing theory that e-satisfaction can mediate the effect of reliability, tangible and empathy on e-loyalty, while responsiveness and assurance do not mediate the impact of e-satisfaction on e-loyalty. The practical implications in this study are used as input for platform provider to improve the quality of services provided by platform provider to muslim travelers.

scholarly journals PENGARUH KUALITAS PELAYANAN AKADEMIK TERHADAP KEPUASAN MAHASISWA (Studi pada Mahasiswa Administrasi Bisnis Universitas Telkom)

AdBispreneur ◽  
2017 ◽  
Vol 2 (2) ◽  
Author(s):  
Vinny Jennifer Rahareng ◽  
Nurnida Relawan
Keyword(s):  
Student Satisfaction ◽  
Random Sampling ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Data Sampling ◽  
Probability Sampling ◽  
Physical Evidence

ABSTRACTThis research aims to identify  he influence of quality of academic service owned by the Prodi Administration Business toward consumer satisfaction batch 2013. This research used quantitative descriptive method. The type of data required for research is the primary data and secondary data. Sampling done by the method of probability sampling type of simple random sampling with 72 responden. Data were analyzed using descriptive analysis and multiple linear regression analysis. Based on the results of T test here are two variables that effect i.e. variable Responsivenss (responsiveness) and Tangible (physical evidence), while variable Reliability (reliability), Assurane (Assurance) and Emphaty (empathy) does not affect the satisfaction of the students. The result of this research was based on the F-test is the quality of service which consists of Reliability (reliability), the Responsivenss (responsiveness), Assurane (Assurance), Emphaty (empathy) and Tangible (physical evidence) take effect simultaneously and significantly to student satisfactionKeywords : Service quality, student satisfaction  ABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan akademik yang dimiliki oleh Prodi Administrasi Bisnis terhadap kepuasan mahasisiswa angkatan 2013. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif deskriptif. Jenis data yang dibutuhkan untuk penelitian adalah data primer dan data sekunder. Pengambilan sampel dilakukan dengan metode probability sampling jenis simple random sampling, dengan jumlah responden sebanyak 72 responden. Teknik analisis data menggunakan analisis deskriptif dan analisis regresi berganda.Berdasarkan hasil uji T terdapat 2 variabel yang berpegaruh yakni variabel Responsivenss (daya tanggap) dan variabel Tangible (bukti fisik), sedangkan variabel Reliability (kehandalan), Assurane (Jaminan) dan Emphaty (empati) tidak berpengaruh terhadap kepuasan mahasiswa. Hasil dari penelitian ini berdasarkan uji F adalah Kualitas Pelayanan yang terdiri dari Reliability (kehandalan) , Responsivenss (daya tanggap), Assurane (Jaminan) , Emphaty (empati) dan Tangible (bukti fisik) berpengaruh secara simultan dan signifikan terhadap kepuasan mahasiswaKata kunci : Kualitas pelayanan, kepuasan mahasiswa

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 Analysis Quality of Services on and Satisfaction Loyalty Patients Sumberglagah Hospital Mojokerto

2020 ◽  
Vol 3 (2) ◽  
pp. 232-238
Author(s):  
Bambang Priyono ◽  
Indasah Indasah ◽  
Koesnadi Koesnadi
Keyword(s):  
Patient Satisfaction ◽  
Linear Regression ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Quality Of Services ◽  
Hospital Services ◽  
Patient Loyalty ◽  
Regression Test

Hospitals were health facilities that provide individual health services including promotive, preventive, curative and rehabilitative services. Hospital services provided in the form of quality will be able to satisfy patients. Patients satisfied with the services provided can also create patient loyalty. This study aims to determine the effect of service quality on satisfaction and loyalty of patients at Sumber Glagah General Hospital Mojokerto. Research design used in this study a correlation analytic with a cross sectional approach. The population study were all in patients at Sumber Glagah General Hospital Mojokerto in August 2018 as many as 315 patients. The sampling technique used simple random sampling with a sample size of 100 patients. The independent variable was service quality and the dependent variable is satisfaction and loyalty. The instrument used a questionnaire that is tested for its validity and reliability. Data analysis used linear regression with a significance level of 0.05. The results showed that respondents stated that the services of the Sumberglagah General Hospital were of high quality at 56%. Respondents who stated that they were very satisfied were 94%. Respondents who stated were very loyal at 93%. The results of the linear regression test showed that p = 0.025 (α = 0.05) that H0 is rejected means that there is an influence between the quality of service of Sumberglagah Hospital in Mojokerto and patient satisfaction. The results of the linear regression test showed that p = 0.015 means that there is an influence between the quality of services of Sumberglagah Hospital in Mojokerto on patient loyalty. The quality of health services felt by patients is predicted to increase patient satisfaction. Good service quality will affect patient satisfaction as a hospital customer. The more quality the services provided by the hospital, the more patients will feel satisfaction with the services provided. The better quality of hospital services provided to patients will be more loyal patients to the hospital

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