Analisis Pengaruh Faktor-Faktor Kualitas Pelayanan terhadap Kepuasan Pasien (Studi Kasus pada Puskesmas Bangetayu Semarang)

Abstract

The purpose of this study was to determine the influence of service quality factors on patient satisfaction at the Bangetayu Health Center in Semarang.
The method used in this study is the Berganda Regression Analysis. The population in this study were patients at Bangetayu Health Center, Semarang. The sample for this study was 99 people using the Proportional Random Sampling technique, namely taking samples by giving the same fourthness to members of the population. The data collection method is through questionnaires distributed to Bangetayu Semarang Health Center patients. The type of data used is primary and secondary data.
The results of this study indicate that Tangible has no significant effect on patient satisfaction as indicated by a significance level of 0.310 > 0.05 and tcount 1.021 ttable 1.98580. Responsiveness has a positive and significant effect on patient satisfaction as indicated by a significance level of 0.007 <0.05 and tcount 2.762 > ttable 1.98580. Assurance has a positive and significant effect on patient satisfaction as indicated by a significance level of 0.000 <0.05 and tcount 3.766 > ttable 1.98580. Empathy has a positive and significant effect on patient satisfaction as indicated by a significance level of 0.000 <0.05 and tcount 3.623 > ttable 1.98580. Tangible variables (Physical Facilities), Reliability (Reliability), Responsiveness (Responsiveness), Assurance (Assurance), and Empathy (Care) simultaneously or simultaneously have a significant effect on Patient Satisfaction. This is evidenced by a significance value of 0.000 <0.05 and Fcount 22.465 > Ftable 2.31. The regression equation Y=-3977+0.072 Tgl + 0.275 Rlb +0.185 Rsp + 0.316 Asr + 0.359 Emp + e

Keywords: Tangible, Reliability, Responsiveness, Assurance, and Empathy