Pengaruh kualitas pelayanan terhadap kepuasan keluarga pasien rawat inap pada Rumah Sakit Daerah Ngudi Waluyo Wlingi di Blitar

ABSTRAK

Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan yang terdiri dari Provessionalism and Skill, Accessibility and Flexibility, Reputation and Credibility, baik secara parsial maupun secara simultan terhadap kepuasan keluarga pasien rawat inap di Rumah Sakit Daerah Ngudi Waluyo Wlingi di Blitar dan untuk mengetahui pengaruh variabel kualitas pelayanan mana yang paling berpengaruh terhadap kepuasan keluarga pasien rawat inap di Rumah Sakit Daerah Ngudi Waluyo Wlingi di Blitar.

Untuk mengetahui hasil dari tujuan yang telah disebutkan diatas digunakan analisis regresi linear berganda dan uji asumsi klasik menggunakan program SPSS 12.

Hasil penelitian berdasarkan tabel hasil uji F nilai F hitung sebesar (7,717) > F tabel sebesar (1,64). Dengan demikian dapat diasumsikan bahwa terdapat pengaruh yang signifikan dari variabel-variabel Profesionalism And Skill (X1), Variabel Accesibility And Flexibility (X2), Variabel Reputation And Credibility (X3). Dan hasil uji t Variabel Profesionalism And Skill (X1), memiliki nilai t hitung (-3,584) > t tabel (1,67) dan nilai signifikan sebesar 0,001. Sehingga dapat diasumsikan bahwa variabel Profesionalism And Skill (X1) berpengaruh secara signifikan terhadap kepuasan pasien (Y). Variabel Accesibility And Flexibility (X2), memiliki nilai t hitung (4,082) > t tabel (1,67) dan nilai signifikan sebesar 0,000. Sehingga dapat diasumsikan bahwa variabel Accesibility And Flexibility (X2) berpengaruh secara signifikan terhadap kepuasan pasien (Y). Variabel Reputation And Credibility (X3), memiliki nilai t hitung (-2,048) > t tabel (1,67) dan nilai signifikan sebesar 0,044. Sehingga dapat diasumsikan bahwa variabel Reputation And Credibility (X3) berpengaruh secara signifikan terhadap kepuasan pasien (Y). Sedangkan dengan melihat Adjusted R Square adalah 73,3%. Artinya bahwa variabel Kepuasan Keluarga Pasien Rumah Sakit Daerah Ngudi Waluyo Wlingi Di Blitar yang terdiri dari variabel Provessionalism and Skill (X1), Accessibility and Flexibility (X2), Reputation and Credibility (X3). Mempunyai sumbangan sebesar 73,3% terhadap kepuasan keluarga pasien rawat inap Rumah Sakit Daerah Ngudi Waluyo Wlingi di Blitar, sedangkan sisanya 26,7% berasal dari Variabel lain di luar 3 variabel.

ABSTRACT

This research is aimed to know the influence of service quality consisting of Professionalism and Skill, Accessibility and Flexibility, Reputation and Credibility. Either partial or being simulated on the satisfaction of patient family at Ngudi Waluyo Region Hospital at Blitar. Also to know the variable influence of which service quality plays dominant on the satisfaction of patient family at Ngudi Waluyo Region Hospital at Blitar.

Knowing the result from the objective mentioned above, it uses double linear regression analysis as the classical assumption using SPSS 12 Program.

The research results based on F result test table value F count are amount (7,717) > F table amount (1,64). So, it can be assumed that there is are significant influence from variables such as Professionalism and Skill Variable (X1), Accessibility and Flexibility Variable (X2), Reputation and Credibility Variable (X3). And the t test of Professionalism and Skill Variable (X1), has value t count (-3,584) > t table (1,67) and the significant value amount 0,001. So it can be assumed that Professionalism and Skill variable (X1) has significant influence on the satisfaction of patient (Y). Accessibility and Flexibility Variable (X2), has value t count (4,082) > t table (1,67) and the significant value amount 0,000. So, it can be concluded that Accessibility and Flexibility variable (X1) also has significant influence on the satisfaction of patient (Y). Reputation and Credibility Variable (X3), has value t count (-2,048) > t table (1,67) and the significant value amount 0,044. So, it can be concluded that Accessibility and Flexibility variable (X1) also has significant influence on the satisfaction of patient (Y). Meanwhile, the Adjusted R Square is 73.3%. It means that the satisfaction of patient family at Ngudi Waluyo Region Hospital at Blitar consisting of Professionalism and Skill Variable (X1), Accessibility and Flexibility (X2), Reputation and Credibility (X3). All have the value amount 73,3% on the satisfaction of patient family at Ngudi Waluyo Region Hospital at Blitar, whereas the rest 26,7% comes from other variables outside those three variables.