The Effect Of Service Quality On Patient Satisfaction In Puskesmas Larangan Utara
Abstract
This research aims to determine the effect of service quality on patient satisfaction at Puskesmas Larangan Utara. The method used is explanatory research with a sample of as many as patient satisfaction. The analysis technique uses statistical analysis with regression testing, correlation, determination and hypothesis testing. The results of this research of service quality variables obtained an average score of 3,410 with good criteria. The patient satisfaction variable obtained an average score of 3.835 with good criteria. Service quality has a positive and significant effect on patient satisfaction with the regression equation Y = 9.056 + 0.859X, and the correlation coefficient value of 0.776 or has a strong level of relationship with a determination value of 60.3%. Hypothesis testing obtained a significance of 0.000 <0.05.
Keywords: Service Quality; Patient Satisfaction.
References
Agung Nugroho (2014) “Strategi Jitu Dalam Memilih Metode Statistik Peneltianâ€, Yogyakarta: Andi.
Akbar, I. R. (2020). Pengaruh Kompensasi Dan Etos Kerja Terhadap Komitmen Organisasi Pada PT. Central Buana Mandiri. Value: Jurnal Manajemen dan Akuntansi, 15(1), 73-80.
Akhlis Priya Pambudi (2016), Jurnal Penelitian Ilmu Manajemen, ISSN:2502-3780, Vol. 1, No.01. Pengaruh Kualitas Pelayanan Dan LokasiTerhadap Kepuasan Pasien Di Puskesmas Dukun Gresik.
Algifari (2014) “Analisis Regresiâ€, Yogyakarta.
Alma Buchari (2015) “Manajemen Pemasaran & Pemasaran Jasaâ€, Bandung: CV. Alfabetha
Bashu Swastha (2016) “Manajemen Pemasaranâ€, Yogyakarta: BPFE.
Bilson Simamora (2017) “Panduan Riset Dan Perilaku Konsumenâ€, Jakarta: PT. Gramedia Pustaka Utama.
Dewa Made Wisnu Anggabrata (2015), Jurnal Manajemen Unud, Vol. 4, No. 5, 2015: 1196-1205 ISSN: 2302-8912. Pengaruh kualitas pelayanan terhadap kepuasan nasabah pada PT BPR Balidana Niaga Denpasar.
Effendy, A., & Sunarsi, D. (2020). Persepsi Mahasiswa Terhadap Kemampuan Dalam Mendirikan UMKM Dan Efektivitas Promosi Melalui Online Di Kota Tangerang Selatan. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 4(3), 702-714. https://doi.org/10.31955/mea.vol4.iss3.pp702-714
Erlangga, H., Sifatu, . W. O., Wibisono, . D., Siagian, . A. O., Salam, . R., Mas'adi, . M., Gunartin, ., Oktarini, . R., Manik, . C. D., Nani, ., Nurhadi, . A., Sunarsi, . D., Purwanto, . A. & Kusjono, . G. (2020) Pharmaceutical Business Competition in Indonesia: A Review. Systematic Reviews in Pharmacy, 11 (10), 617-623. doi:10.31838/srp.2020.10
Fandy Tjiptono (2017) “Serivce Quality and Satisfiationâ€, Edisi tiga, Jakarta: Andi.
Ferrinadewi, Erna (2014) “Merek Dan Psikologi Konsumenâ€, Yogyakarta: Graha Ilmu.
Follet dalam Sule (2014) “Pengantar Manajemenâ€, Kencana, Jakarta, 2014.
G.R. Terry, and Rue, Leslie W. Rue (2014) “Dasar-dasar Manajemenâ€, Jakarta: Bumi Aksara.
Gunartin, G., Mulyanto, E., & Sunarsi, D. (2020). The Role Analysis of Waste Bank in Improving the Community's Creative Economy (Study at Ketumbar Pamulang Waste Bank). Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 3(4), 3262-3269.
Handoko (2015) “Manajemen Personalia dan Sumberdaya Manusiaâ€, Yogyakarta: Edisi Kelima, BPFE UGM.
Haque, MG., Munawaroh, Sunarsi, D., (2020). Analysis of SMEs Culinary Marketing Strategy During Covid 19 Pancemic: A Study at “Sate Bebek Cilegon†Resto in Cilegon, Banten. International Journal of Education, Information Technology, and Others. Vol.3. Issue 2
Hariandja, Marihot T.E, (2009) “Manajemen Sumber Daya Manusiaâ€, Jakarta: Grasindo.
Hasan Iqbal (2013) “Analisis Data Dengan Statistikâ€, Jakarta: Bumi Aksara.
Hasibuan (2016) “Sumber Daya Manusiaâ€, Jakarta: Haji Masagung.
Husen Umar (2011) “Riset Pemasaran Dan Perilaku Konsumenâ€, Jakarta: PT. Gramedia Pustaka Utama.
Imam Ghozali (2017). Aplikasi Analisis Multivariate Dengan Program SPSS. Edisi Kelima. Semarang: Badan Penerbit Undip.
Irawan Handi (2015) “Prinsip-Prinsip Variabelâ€, Jakarta: PT. Alex Media Komputindo.
Istijianto (2009) “Aplikasi Praktis Riset Pemasaranâ€, Jakarta: Gramedia Pustaka Utama.
Kasmad, K., Mustakim, M., & Sunarsi, D. (2020). Increasing Community School Interest Through Service Quality, Prices and Promotion in Vocational High Schools. Journal of Educational Science and Technology (EST), 6(2).
Kemala Hayati (2016), Cakradonya Dental Journal P-ISSN:2085-546X; E-ISSN: 2622-4720. Vol. 1, No. 2, Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Pada Unit Radiologi Rumah Sakit Gigi dan Mulut Unsyiah.
Kementrian Kesehatan Republik Indonesia, Profil kesehatan Indonesia. 2015.
Kotler dan Amstrong (2017) “Prinsip-prinsip Pemasaranâ€. Jakarta: Edisi Kedua Belas. Jilid Satu. Erlangga.
Kotler dan Keller (2016) “Manajemen Pemasaranâ€, Jakarta: Edisi Keempat belas, PT. Indeks.
Ladzi Safroni (2015) “Manajemen dan Reformasi Pelayanan Publik dalam Konteks Birokrasi Indonesiaâ€, Surabaya: Aditya Media Publishing.
Lesmana, R., Sunardi, N., Hasbiyah, W., Tumanggor, M., & Susanto, S. (2019). Manajemen Alokasi Dana Desa dalam Upaya dan Strategi Mewujudkan Desa Sejahtera Mandiri di Desa Cihambulu, Kec. Pabuaran, Kab. Subang, Jawa Barat. Jurnal Abdi Masyarakat Humanis, 1(1).
Lesmana, R., Widodo, A. S., & Sunardi, N. (2020). The Formation of Customer Loyalty From Brand Awareness and Perceived Quality through Brand Equity of Xiaomi Smartphone Users in South Tangerang. Jurnal Pemasaran Kompetitif, 4(1), 1-12.
Lupiyoadi (2014) “Manajemen Pemasaran Jasaâ€, Jakarta: Salemba Empat.
Nanang Tasunar (2015) “Kualitas Pelayananâ€, Gramedia Pustaka Utama, Bogor: Ghalia Indonesia.
Novemy Triyandari Nugroho (2014), Jurnal Paradigma, ISSN: 1693-0827 Vol. 12, No.02. Pengaruh Kualitas Pelayanan Terhadap Kepuasan pelanggan (Pelanggan Speedy Telkom di Kota Surakarta)
Panji Anaroga (2014) “Mananajemen Bisnisâ€, Semarang: PT. Rineka Cipta.
Peraturan Menteri Kesehatan No.44/2016 Tentang Pedoman Manajemen Puskesmas
Peraturan Menteri Kesehatan No.75/2014 Tentang Pusat Kesehatan Masyarakat
Peraturan Menteri Kesehatan No.75/2014 Tentang Standar Ketenagaan Puskesmas
Peraturan Menteri Kesehatan Nomor 75 Tahun 2014 tentang Puskesmas menyebutkan bahwa Puskesmas
Permenkes No.44/2016 Tentang Pedoman Manajemen Puskesmas
Purwanti, P., Sarwani, S., & Sunarsi, D. (2020). Pengaruh Inovasi Produk Dan Brand Awareness Terhadap Keputusan Pembelian Konsumen Pada PT. Unilever Indonesia. Inovasi, 7(1), 24-31.
Rila Rindi Antina (2016), Jurnal Penelitian Administrasi Publik, e-ISSN: 2460-1586, Vol.2 No.2, Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien di Puskesmas Pandian, Kabupaten Sumenep.
Robbins, Stephen dan Mary Coulter (2012) “Manajemenâ€, Jakarta: PT. Indeks Kelompok Gramedia,
Salam (2014) “Manajemen Pemerintahan Indonesiaâ€. Jakarta: PT. Djambatan.
Sudjana (2009) â€Metode Statistikaâ€, Bandung: Edisi Keenam, Tarsito.
Sugiyono (2017) “Metode Penelitian Kuantitatif Kualitatif dan R & Dâ€, Bandung: Penerbit CV. Alfabeta.
Suharsimi Arikunto (2015) “Prosedur Penelitian Suatu Pendekatan Praktekâ€, Jakarta: PT. Rineka Cipta.
Sunardi, N., & Lesmana, R. (2020). Pelaksanaan Alokasi Dana Desa Terhadap Manajemen Keuangan Desa dalam Meningkatkan Efektivitas Program Desa Sejahtera Mandiri Di Desa Cihambulu, Kec. Pabuaran, Kab. Subang. Jurnal SEKURITAS (Saham, Ekonomi, Keuangan dan Investasi), 3(3), 277-288.
Sunarsi, D. (2019). Penerapan MSDM Strategis Dalam Upaya Meningkatkan Kemampuan Organisasi dalam menyongsong Revolusi 4.0. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 3(1), 221-233. https://doi.org/10.31955/mea.vol3.iss1.pp221-233
Sunarsi, D. (2020). The Analysis of The Work Environmental and Organizational Cultural Impact on The Performance and Implication of The Work Satisfaction. Jurnal Ilmiah Ilmu Administrasi Publik, 9(2), 237-246.
Sunarsi, D., & Baharuddin, A. (2019). The Effect of Service Quality and Price Accuracy on Consumer Confidence and Implications for Sales Increase. PINISI Discretion Review, 3(2), 101-110.
Sunarsi, D., Akbar, I. R., Prasada, D., Kristianti, L. S., Muliani, H. S., Anjayani, N. S., & Hendra, H. (2020). Pengaruh Kompetensi dan Pengembangan Karir terhadap Kinerja Karyawan pada PT. Berkah Cemerlang di Jakarta. Jurnal Ilmu Komputer dan Bisnis, 11(2), 2465-2472.
Supranto (2014) “Statistik Teori dan Aplikasiâ€, Jakarta: Pustaka Ekonomi.
Swastha, Bashu dan T. Handoko (2016) “Manajemen Pemasaran Moderenâ€, Yogyakarta: BPFE.
Syofian Siregar (2011) “Statistika Deskriptif Untuk Penelitianâ€, Jakarta: PT Raja Grafindo Persada.
Terry, George R & Rue, Leslie W. Rue, (2015), “Dasar-Dasar Manajemenâ€, Jakarta Bumi Aksara.
Undang Undang Dasar Republik Indonesia Tahun 1945 Pasal 27 Ayat 2
Usmara (2015) “Strategi Baru Manajemen Pemasaranâ€, Yogyakarta: Amoro Book.
UU No.25 Tahun 2009, Tentang kegiatan dalam rangka pemenuhan kebutuhan pelayanan publik.
Veithzal Rivai (2015) Manajemen Sumber Daya Manusia Untuk Perusahaanâ€, Jakarta: Raja Grafindo Persada.
Wahyu Nuviana1, Muhammad Noor2, Jauchar B3, (2018), Jurnal Ilmu Pemerintahan, ISSN 2477-2458 (online), ISSN 2477-2631 (cetak), Vol.6 No.4, Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien di Puskesmas Lempake.
Wawan S. Suherman (2014) “Kurikulum Berbasis Kompetensi Pendidikan Jasmani Teori dan Praktik Pengembanganâ€,Yogyakarta: FIK UNY.
Yazid (2015) “Pemasaran Jasa Konsep dan Implementasiâ€, Edisi Kedua, Cetakan Ketiga, Yogyakarta: Ekonisia.
Yudiana Sari (2016), Jurnal Ekonomi dan Bisnis Islam, Volume 1, No.2, ISSN: 2527-3434. Pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada PT. Pusri Palembang PPD, Lampung
Yanti, L. (2021). Analisis Kinerja Pegawai Berdasarkan Aspek Kepribadian Diri. AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis, 1(1), 27-33.
Juliati, F. (2021). The Influence Of Organizational Culture, Work Ethos And Work Discipline On Employee Performance. AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis, 1(1), 34-39.
Agustine, C. (2021). ANALISIS RASIO LIKUIDITAS, RASIO PROFITABILITAS, DAN RASIO SOLVABILITAS UNTUK MENILAI KINERJA KEUANGAN PERUSAHAAN PADA PT. SURYA TOTO INDONESIA TBK PERIODE 2010-2018. AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis, 1(2), 68-76.
Baeli, J. (2021). Analysis Of Tax Compliance Based On Psychological Factors And Tax Administration. AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis, 1(3), 87-94.
Majid, I. K. (2021). Governance-Based Library Management, More Effective and Efficient. AKADEMIK: Jurnal Mahasiswa Humanis, 1(2), 68-76.
Karim, I. N. (2021). CORRELATION ANALYSIS: Are Religious Scavengers More Motivated?. AKADEMIK: Jurnal Mahasiswa Humanis, 1(2), 59-67.
Ulfah, M. (2021). Building Teacher Performance Based Islam Religious Values. AKADEMIK: Jurnal Mahasiswa Humanis, 1(1), 9-17.
Mukminat, S. S. (2021). Realitas Kinerja Dosen, Apa Dampaknya?. AKADEMIK: Jurnal Mahasiswa Humanis, 1(1), 1-8.
Iswardani, W. (2021). Hydroponic Vegetable Production Planning at Plantation Parung Farm Bogor. AKADEMIK: Jurnal Mahasiswa Sain & Teknologi, 1(1), 8-15.
Indra, W. (2021). Detection of Gen C/EBPα Encodes the Meat Quality. AKADEMIK: Jurnal Mahasiswa Sain & Teknologi, 1(1), 24-32.
Downloads
Published
Issue
Section
License
Open Access
HUMANIS (Humanities, Management and Science Proceedings) is a national peer reviewed and open access journal that publishes significant and important research from all area of agroindustry.
This journal provides immediate open access to its content that making research publish in this journal freely available to the public that supports a greater exchange of knowledge.
Copyright
Submission of a manuscript implies that the submitted work has not been published before (except as part of a thesis or report, or abstract); that it is not under consideration for publication elsewhere; that its publication has been approved by all co-authors. If and when the manuscript is accepted for publication, the author(s) still hold the copyright and retain publishing rights without restrictions. Authors or others are allowed to multiply article as long as not for commercial purposes. For the new invention, authors are suggested to manage its patent before published. The license type is CC-BY-SA 4.0.
Disclaimer
No responsibility is assumed by publisher and co-publishers, nor by the editors for any injury and/or damage to persons or property as a result of any actual or alleged libelous statements, infringement of intellectual property or privacy rights, or products liability, whether resulting from negligence or otherwise, or from any use or operation of any ideas, instructions, procedures, products or methods contained in the material therein.
