Analisis Pengaruh Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Pada Rumah Sakit Muhammadiyah Palembang
Keywords:
Quality of Health Services, Patient Satisfaction, Tangible, Responsiveness, Reability, Assurance and Empathy
Abstract
This study aims to analyze the effect of the dimensions of health service quality on the level of patient satisfaction at the Muhammadiyah Hospital in Palembang. This type of research is quantitative research. The study population was patients at Muhammadiyah Hospital Palembang. The sample is determined by the convenience sampling method, with 100 respondents. The data collection method used was a questionnaire (questionnaire) technique. Data analysis method used is multiple linear analysis method. In the research results obtained using SPSS, showing the results of the t test that shows that tangible variables, responsiveness, reliability, assurance and empathy have a significant effect on patient satisfaction. The results of the f test of tangible variables, responsiveness, reliability, assurance and empathy simultaneously have a significant effect on patient satisfaction at Muhammadiyah Hospital Palembang.
References
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Arasli, H., Ekiz, E.H., Katircioglu, S.T. 2008. Gearing Service Quality into Public and Private Hospitals in Small Islands: Empirical Evidence From Cyprus. Int J Health Care Qual Assur 2008, 21:8-23.
Dagger, T.S., Sweeney, J.C., Johnson, L.W. 2007. : A Hierarchical Model of Health Service Quality. J Serv Res 2007, 10:123-142.
Daryanto; Setyabudi, I. 2014. Konsumen dan Layanan Prima. Yogyakarta: Gava Media
Djarwanto & Subagyo, P. 2002. Statistik Induktif Edisi ke-empat. Yogyakarta: BPFE
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Husein Umar. 2005. Riset Pemasaran dan Prilaku Konsumen. Jakarta: JBRC
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Schoenfelder, T; Klewer, J; Kugler, J. 2011. Determinants of Patient Satisfaction: a Study Among 39 Hospitals in an In-patient Setting in Germany. International Journal for Quality in Health Care 2011; Volume 23, Number 5: pp. 503–509
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Supranto, J. 2011. Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikan Pangsa Pasar. Jakarta: Rineka Cipta.
Taner, T & Antony, J. 2006. Comparing Public and Private Hospital Care Service Quality in Turkey. Leadersh Health Serv 2006, 19:1-10.
Trilestari, E.W. 2004. Model Kinerja Pelayanan Publik Dengan Pendekatan System Thinking dan System Dinamics. Disertasi. Jakarta: Universitas Indonesia.
Zarei, A., Arab, M., Froushani, A.R., Rashidian, A., Tabatabaei, S.M.G. 2012. Service Quality of Private Hospitals: The Iranian Patients’ Perspective. BMC Health Services Research 2012, 12:31. Diakses dari http://www.biomedcentral.com/1472-6963/12/31 (6 Februari 2016)
Zarei, E., Daneshkohan, A., Pouragha, B., Marzban, S., Arab, M. 2015. An Empirical Study of the Impact of Service Quality on Patient Satisfaction in Private Hospitals, Iran. Global Journal of Health Science Vol. 7, No. 1. Diakses dari www.ccsenet.org/gjhs (18 April 2016)
Amrizal., Yusuf, R., Yunus, M. 2014. Pengaruh Kualitas Pelayanan dan Customer Relationship Management Terhadap Tingkat Kepuasan Pengguna Jaminan Kesehatan Aceh di Rumah Sakit Umum Daerah Dr. Zainoel Abidin Banda Aceh. Jurnal Manajemen Pascasarjana Universitas Syiah Kuala Volume 3, No. 1, Februari 2014.
Anbori, A; Ghani, S.N, Yadav, H; Daher, A.M; Su, T.T. 2010. Patient Satisfaction and Loyalty to the Private Hospitals in Sana’a, Yemen. International Journal for Quality in Health Care 2010; Volume 22, Number 4: pp. 310–315
Arasli, H., Ekiz, E.H., Katircioglu, S.T. 2008. Gearing Service Quality into Public and Private Hospitals in Small Islands: Empirical Evidence From Cyprus. Int J Health Care Qual Assur 2008, 21:8-23.
Dagger, T.S., Sweeney, J.C., Johnson, L.W. 2007. : A Hierarchical Model of Health Service Quality. J Serv Res 2007, 10:123-142.
Daryanto; Setyabudi, I. 2014. Konsumen dan Layanan Prima. Yogyakarta: Gava Media
Djarwanto & Subagyo, P. 2002. Statistik Induktif Edisi ke-empat. Yogyakarta: BPFE
Fandy Tjiptono. 2007. Pemasaran Jasa. Edisi Ketiga. Malang: Bayumedia Publishing.
Goldwag, R., Berg, A., Yuval, D., Benbassat, J. 2002. Predictors of Patient Dissatisfaction With Emergency Care. Isr Med Assoc J 2002; 4:603–6.
Gunawan, K. & Djati, S.P. 2011. Kualitas Layanan dan Loyalitas Pasien: Studi pada Rumah Sakit Umum Swasta di Kota Singaraja–Bali. Jurnal Manajemen dan Kewirausahaan, Vol.13, No. 1, Maret 2011: 32-39
Hardiyansyah. 2011. Kualitas Pelayanan Publik: Konsep, Dimensi, Indikator dan Implementasinya. Yogyakarta: Gava Media.
Husein Umar. 2011. Metode Penelitian untuk Skripsi dan Tesis Bisnis.Edisikedua. Jakarta: PT Raja Grafindo Persada.
Husein Umar. 2005. Riset Pemasaran dan Prilaku Konsumen. Jakarta: JBRC
Khaled, M.Y. 2003. Structural Adjustment and Health: The Truth and The Myth. Lage: Jacobs Verlag
Khamis, K & Njau, B. 2014. Patients’ Level of Satisfaction on Quality of Healthcare at Mwananyamala Hospital in Dar Es Salaam, Tanzania. BMC Health Services Research 2014, 14:400. Diakses dari http://www.biomedcentral.com/1472-6963/14/400 (4 Mei 2016)
Lim, P.C & Tang, N.K.H. 2000. A Study of Patients’ Expectations and Satisfaction In Singapore Hospitals. Int J Health Care Qual Assur 2000, 13:290-299.
Mongkaren, S. 2013. Fasilitas Dan Kualitas Pelayanan Pengaruhnya Terhadap Kepuasan Penguna Jasa Rumah Sakit Advent Manado. Jurnal EMBA Vol.1 No.4 Desember 2013, Hal. 493-503
Muninjaya, A.A.G. 2015. Manajemen Mutu Pelayanan Kesehatan. Jakarta: EGC. Pini, A., Sarafis, P., Malliarou, M., Tsounis,A., Igoumenidis, M., Bamidis, P.,
Niakas, D. 2014. Assessment of Patient Satisfaction of the Quality of Health Care Provided by Outpatient Services of an Oncology Hospital. Global Journal of Health Science; Vol. 6, No. 5; 2014. Diakses dari http://dx.doi.org/10.5539/gjhs.v6n5p196 (24April 2016)
Rambat Lupioadi dan Hamdani. 2006. Manajemen Pemasaran Jasa. Edisi 2. Jakarta: Salemba Empat.
Riduwan.2009. Skala Pengukuran Variabel-variabel Penelitian. Bandung: Alfabeta.
Sugiyono. 2006. Metodelogi Penelitian Bisnis. Cetakan Keempat Belas, Penerbit CV. ALFABETA. Bandung.
Satrianegara, M.F. 2014. Organisasi dan Manajemen Pelayanan Kesehatan: Teori dan Aplikasi dalam Pelayanan Puskesmas dan Rumah Sakit. Jakarta: Salemba Medika
Schoenfelder, T; Klewer, J; Kugler, J. 2011. Determinants of Patient Satisfaction: a Study Among 39 Hospitals in an In-patient Setting in Germany. International Journal for Quality in Health Care 2011; Volume 23, Number 5: pp. 503–509
Sianturi, E. 2015. Organisasi dan Manajemen Pelayanan Kesehatan. Jakarta:EGC Sinambela, L.P dkk, 2006. Reformasi Pelayanan Publik: Teori, Kebijakan, dan Implementasi. Jakarta:Bumi Aksara
Supranto, J. 2011. Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikan Pangsa Pasar. Jakarta: Rineka Cipta.
Taner, T & Antony, J. 2006. Comparing Public and Private Hospital Care Service Quality in Turkey. Leadersh Health Serv 2006, 19:1-10.
Trilestari, E.W. 2004. Model Kinerja Pelayanan Publik Dengan Pendekatan System Thinking dan System Dinamics. Disertasi. Jakarta: Universitas Indonesia.
Zarei, A., Arab, M., Froushani, A.R., Rashidian, A., Tabatabaei, S.M.G. 2012. Service Quality of Private Hospitals: The Iranian Patients’ Perspective. BMC Health Services Research 2012, 12:31. Diakses dari http://www.biomedcentral.com/1472-6963/12/31 (6 Februari 2016)
Zarei, E., Daneshkohan, A., Pouragha, B., Marzban, S., Arab, M. 2015. An Empirical Study of the Impact of Service Quality on Patient Satisfaction in Private Hospitals, Iran. Global Journal of Health Science Vol. 7, No. 1. Diakses dari www.ccsenet.org/gjhs (18 April 2016)
Published
2020-06-12
Section
Articles
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