Ambar waningtyas, Mega (2019) HUBUNGAN ANTARA KUALITAS PELAYANAN, CITRA RUMAH SAKIT TERHADAP KEPUASAN PASIEN RAWAT INAP (Studi Kasus RSIA Selasih Medika Bekasi). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.
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Abstract
ABSTRAK Tujuan penelitian ini adalah untuk mengetahui seberapa kuat hubungan antara kualitas pelayanan dan citra rumah sakit terhadap kepuasan pasien rawat inap pada RSIA Selasih Medika Bekasi secara simultan maupun parsial. Dalam penulisan skripsi ini, metode yang dipergunakan dalam penelitian ini adalah metode survei dengan teknik evaluasi korelasi berganda, dengan pengumpulan data dilakukan melalui instrumen penelitian ini adalah pasien. Sampel yang digunakan sebanyak 72 orang. Berdasarkan hasil perhitungan koefesien korelasi parsial menunjukan hubungan antara kualitas pelayanan rawat inap (X1) dengan kepuasan pasien (Y) sebesar 0,586 sedang dan positif (searah) dan citra rumah sakit (X2) dengan kepuasan pasien (Y) sebesar 0,476 relatif sedang dan positif (searah). Adapun hasil perhitungan korelasi berganda antara kualitas pelayanan dan citra rumah sakit terhadap kepuasan pasien sebesar 0,623 kuat dan positif (searah). Berdasarkan hasil uji hipotesis secara simultan dengan taraf nyata (α) 5% terbukti bahwa kualitas pelayanan dan citra rumah sakit dengan kepuasan pasien terdapat hubungan positif dan signifikan, secara parsial terbukti bahwa antara kualitas pelayanan dan citra rumah sakit terrhadap kepuasan konsumen positif dan signifikan serta secara parsial. Kata Kunci : Kualitas Pelayanan dan Kepuasan Pasien ABSTRACT The purpose of this study was to determine how strong the relationship between service quality and hospital image on patient satisfaction at RSIA Selasih Medika Bekasi simultaneously or partially. In writing this thesis, the method used in this study was a survey method with multiple correlation evaluation techniques, with data collection carried out through the instrument of this study are patients. The sample used was 72 people. Based on the results of the partial correlation coefficient calculation showed the relationship between patient service quality (X1) with patient satisfaction (Y) of 0.586 moderate and positive (unidirectional) and hospital image (X2) with patient satisfaction (Y) of 0.476 relatively moderate and positive ( in the same direction. The results of the calculation of multiple correlation between service quality and hospital image on patient satisfaction is 0.623 strong and positive (in the same direction). Based on the results of simultaneous hypothesis testing with a real level (α) of 5%. It is proven that service quality and hospital image with patient satisfaction have a positive and significant relationship, and partially, it was proven that service quality and hospital image had positive and significant effect on patient satisfaction. Keywords: Service Quality, Patient Satisfaction
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Operasional | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Ridho Adi Nugroho | ||||||||
| Date Deposited: | 30 Nov 2021 08:04 | ||||||||
| Last Modified: | 30 Nov 2021 08:04 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/6036 |
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