HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN KEPUASAN KONSUMEN
DOI:
https://doi.org/10.26740/cjpp.v9i1.46132Abstract
Abstrak
Kepuasan konsumen merupakan hal yang penting bagi sebuah perusahaan. Salah satu layanan yang mengalami peningkatan pada konsumennya adalah layanan telemedicine terutama sejak masa pandemi. Penelitian ini bertujuan untuk mengetahui apakah terdapat hubungan antara kualitas pelayanan dengan kepuasan konsumen telemedicine. Pengumpulan data penelitian dilakukan kepada 100 konsumen telemedicine yang telah menggunakan aplikasi minimal 2 kali. Alat ukur yang digunakan dalam proses pengumpulan data adalah skala kualitas pelayanan dengan skor reliabilitas sebesar 0,901 dan skala kepuasan konsumen dengan skor reliabilitas sebesar 0,891. Hasil penelitian ini menunjukkan bahwa terdapat hubungan yang signifikan antara kualitas pelayanan dengan kepuasan konsumen yang didapatkan dari proses analisis korelasi Pearson product moment dengan nilai korelasinya yaitu 0,871. Hasil penelitian tersebut menunjukkan bahwa semakin tinggi kualitas pelayanan, maka semakin tinggi pula kepuasan konsumen. Sebaliknya, semakin rendah kualitas pelayanan, maka semakin rendah pula kepuasan konsumen.
Kata Kunci: kepuasan konsumen, kualitas pelayanan, telemedicine.
Abstract
Consumer satisfaction is an important thing for a company. One of the services that has experienced an increase in consumers is telemedicine services, especially since the pandemic started. This study aims to determine whether there is a relationship between service quality and telemedicine consumer satisfaction. Research data collection was carried out on 100 telemedicine consumers who had used the application at least 2 times. The measuring instrument used in the data collection process is a service quality scale with a reliability score of 0.901 and a customer satisfaction scale with a reliability score of 0.891. The results of this study indicate that there is a significant relationship between service quality and customer satisfaction obtained from the Pearson product moment correlation analysis process with a correlation value of 0.871. The results of this study indicate that the higher the service quality, the higher the customer satisfaction. On the other hand, the lower the service quality, the lower the customer satisfaction.
Keywords: consumer satisfaction, service quality, telemedicine.
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