PENGARUH PELAYANAN TERHADAP KEPUASAN PASIEN PADA PUSKESMAS TELUK LINGGA DI SANGATTA

Nor Saima Hartini

Abstract


The purpose of this study was to determine the level of patient satisfaction in terms of service include Reliability , Responsiveness , Empathy , Assurance and Real Being provided by health centers in Sengata Linga bay . The experiment was conducted for 3 months ( April to June 2013) at the health center in the Gulf of Sangatta Linga , which bekaitan to influence Patient Satisfaction in service to the research conducted Sangatta.Kegiatan : The study of literature , field observations , interviews , documentation , data collection and analysis . dikupulkan data in the study include : a general overview of cooperative , organizational structure and answer responden.Analisis data using multiple regression analysis with the formula Y = a + b1X1 b2X2 + + + b5X5 b4X4 b3X3 + + e Based on calculations derived regression equation : Y = 0.321 + 0.144 X1 + 0.138 X2 + 0.157 X3 + 0.256 X4 + 0.232 X5 From these equations can be explained that each coefficient b obtained a positive value , it means if each variable studied further enhanced , then one by one will affect patient satisfaction . If the variable reliability ( X1 ) improved by one point , the patient satisfaction increased 0.144 points . If the variable responsiveness ( X2 ) increased one point , the patient satisfaction increased 0.138 points . If the variable empathy ( X3 ) increased one point , then increased patient satisfaction guarantee 0,157 points if the variable ( X4 ) improved by one point , then increased patient satisfaction 0.256 points . If the real form of the variable ( X5 ) improved by one point , the patient satisfaction increased 0.232 points . Based Fhitung = 22.639 > F = 3.405 indicates that the service factor together positive and significant impact on patient satisfaction . Of 5 independent variables studied variables guarantees a greater influence means suitable for use collateral variables predicted Y variables ( patient satisfaction ) at the health center in Sengata Linga bay .



Full Text:

PDF PDF

References


BASU SWASTHA dan IRAWAN, 2000, Manajemen Pemasaran Modern, Edisi Ketujuh, Penerbit Liberty, Yogyakarta,

------------------------ 2000, Azas-Azas Marketing, Edisi Keempat, Penerbit Liberty, Yogyakarta.

BUCHARI ALMA, 2004, Manajemen Pemasaran dan Pemasaran Jasa, Alfabeta, Bandung,

FANDY TJIPTONO dan ANASTASIA, 2000, Prinsip dan Dinamika Pemasaran, Cetakan Pertama, J & J Learning, Yogyakarta.

H. A. S. MOENIR, 2001,Manajemen Pelayanan Umum di Indonesia, Cetakan Kesembilan, Penerbit Bumi Aksara, Jakarta.

SUPRAPTO J., 2002, Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikan Pangsa Pasar, Rieneka Cipta, Jakarta.

J.P.G. SIANIPAR, 2003, Manajemen Pelayanan Masyarakat, Penerbit Lembaga Administrasi Negara Republik Indonesia, Jakarta.

KOTLER, PHILIP, 2000,Marketing Management Analysis, Planning, And Control, Eighth Addition, Prentice-Hall Inc., Englewood Cliffs, New Jersey.

_____________,2001, Marketing Management, terjemahan Hendra Teguh dan Roni A. Rusli, Edisi Kesembilan, Penerbit Prenhallindo, Jakarta.

M. MURSID, 2000,Manajemen Pemasaran, Edisi Kelima, Penerbit Bumi Aksara, Jakarta.

REWOLDT, JAMES STEWARTH H., SCOTT, JAMES D., WARSHAW, MARTIN R., 2002, Introduction to Marketing Management, terjemahan A. Hasyim Ali, Cetakan Ketujuh, Penerbit Reineka Cipta, Jakarta.

SOEHARDI SIGIT, 2001,Marketing Praktis, Edisi Ketujuh, Penerbit Liberty, Yogyakarta.

STANTON, WILLIAM J, 2003, Fundamentals Of Marketing, terjemahan Drs. Sadu Sundaru, Jilid I, Edisi Kedelapan, Penerbit Erlangga, Jakarta.

SUDJANA, 2000, Statistik Untuk Ekonomi Dan Niaga, Edisi Kesebelas, Penerbit Tarsito, Bandung.

TIM PENYUSUN KAMUS PUSAT DAN PENGEMBANGAN BAHASA INDONESIA, 2000, Kamus Besar Bahasa Indoensia, Cetakan Ketiga, Perum Penerbit dan Percetakan Balai Pustaka, Jakarta.


Refbacks

  • There are currently no refbacks.