PENGARUH KUALITAS PELAYANAN DAN FASILITAS KLINIK TERHADAP KEPUASAN PASIEN (Studi Pada Pasien Di Klinik Pratama Tri Cipto Waluyo Jombang)
Abstract
ABSTRAK
Kepuasan pelanggan dipengaruhi oleh kualitas pelayanan dan fasilitas klinik. Jenis penelitian ini yaitu kuantitatif deskriptif dalam mencari kaitan sebab akibat melalui pengaruh yang dihasilkan antara variabel terikat dan variabel bebas Karakterisitik yang digunakan adalah siapa saja yang sedang melakukan perawatan di Klinik Pratama Tri Cipto Waluyo Jombang yang berusia 20 – 41 tahun ke atas. Sampel yang digunakan sebanyak 110 responden. Pengumpulan data menggunakan observasi dan melalui angket dengan menggunakan skala Likert dan analisis regresi linier berganda. Program yang digunakan pada penelitian ini SPSS 16.0. Dari hasil uji linier berganda terdapat hubungan antara kualitas pelayanan dan fasilitas klinik terhadap kepuasan pasien.
Kata Kunci: Kualitas Pelayanan, Fasilitas Klinik, Kepuasan Pelanggan.
Abstract
Customer satisfaction is influenced by the quality of service and clinical facilities. This type of research is descriptive quantitative in the search foe causal links through the effect produced between the dependent variable and the independent variable. The characteristics used are those who are doing treatment at the Pratama Tri Cipto Waluyo Jombang clinic aged 20-41 years and over. The sample used was 110 respondents. Data collection uses observation and through a questionnaire using a Likert scale and multiple linier regression analysis. The program used in this study is SPSS 16.0. From the results of multiple linear tests there is a relationship between the quality of services and clinical facilities on patient satisfaction.
Keywords: Service Quality, Facilities, Customer Satisfaction.
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