PENGARUH KUALITAS PELAYANAN DAN LOKASI TERHADAP KEPUASAN PASIEN PUSKESMAS LANGSA LAMA

Authors

  • Rahmi Meutia Fakultas Ekonomi Universitas Samudra
  • Puti Andiny Fakultas Ekonomi Universitas Samudra

DOI:

https://doi.org/10.24114/niaga.v8i2.14261

Abstract

  Penelitian ini dilakukan bertujuan untuk mengetahui pengaruh kualitas pelayanan yang terdiri dari bukti fisik (tangible), reliabilitas (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empaty) serta lokasi terhadap kepuasan pasien di Puskesmas Langsa Lama. Penelitian menggunakan sampel sebanyak 96 responden. Metode analisis data menggunakan persamaanregresi linier berganda, uji hipotesis (uji t dan uji F) serta koefisien determinasi (R2). Hasil penelitian diperoleh Y = 1,017 + 0,182X1 + 0,224X2+ 0,019X3 + 0,172X4+ 0,186X5+ 0,125X6. Konstanta sebesar 1,017 adalah kepuasan pasien sebelum dipengaruhi oleh kualitas pelayanan yang terdiri dari bukti fisik (tangible), reliabilitas (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empaty) serta lokasi. Kemudian koefisien bukti fisik (tangible), reliabilitas (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empaty) serta lokasi memberikan pengaruh positif terhadap kepuasan pasien. Hasil uji t variabel bukti fisik (tangible), jaminan (assurance) dan empati (emphaty) dapat dinyatakan berpengaruh signifikan terhadap kepuasan pasien. Sedangkan variabel reliabilitas (reliability), dayatanggap (responsiveness) dan lokasi secara parsial berpengaruh tidak signifikan terhadap kepuasan pasien. Hasil uji F diperoleh bukti fisik (tangible), reliabilitas (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empaty) serta lokasi secara simultan berpengaruh signifikan terhadap kepuasan pasien di Puskesmas Langsa Lama. Hasil uji koefisien determinasi (R2) sebesar 62,6% variabel bukti fisik (tangible), reliabilitas (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empaty) serta lokasi mempengaruhi kepuasan pasien di Puskesmas Langsa Lama. Sisanya sebesar 37,4% dipengaruhi oleh variabel lain yang tidak diteliti. Keywords: kualitas layanan, lokasi, kepuasan

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Published

2019-07-31

Issue

Vol. 8 No. 2 (2019): NIAGAWAN VOL 8 NO. 2 JULI 2019

Section

Articles

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