Pengaruh kualitas pelayanan customer service terhadap tingkat kepuasan pasien rawat inap di rumah sakit islam Surakarta

Oleh :
Santi Ayu Lestari - F3207073 - Fak. Ekonomi dan Bisnis

ABSTRAK Sebagai penyedia jasa yang memberikan berbagai macam pelayanan bagi konsumen, kepuasan konsumen merupakan tujuan utama yang harus dipenuhi oleh perusahaan. Jadi untuk meningkatkan kepuasan konsumennya pihak rumah sakit harus meningkatkan kualitas pelayanan customer service di samping aspek fasilitas rumah sakit, peranan dokter dan perawat baik medis maupun non medis sangat menentukan kepuasan pasien terhadap pelayanan yang diberikan. Penelitian ini bertujuan untuk mengetahui ada tidaknya pengaruh dari pelayanan customer service berdasarkan dimensi reliability, responsiveness, assurance, emphaty dan tangible terhadap tingkat kepuasan pasien rawat inap di Rumah Sakit Islam Surakarta. Sampel dalam penelitian ini adalah semua orang yang pernah menggunakan pelayanan customer service di Rumah Sakit Islam Surakarta. Jumlah sampel yang digunakan adalah 100 orang. Sampel tersebut diambil dengan teknik nonprobability sampling menggunakan metode purposive sampling. Uji instrumen menggunakan uji validitas dan uji reliabilitas serta analisis regresi linear berganda. Berdasarkan hasil penelitian tentang pengaruh customer service terhadap kepuasan pasien di Rumah Sakit Islam Surakarta diperoleh hasil nilai Fhitung sebesar 35,238 sementara Ftabel sebesar 4,37 dan nilai signifikansi sebesar 0,000 < 0,05 ini menunjukkan bahwa variabel reliability (X1), responsiveness (X2), assurance (X3), emphaty (X4), dan tangible (X5) secara bersama-sama berpengaruh signifikan terhadap kepuasan pasien. Hasil koefisien determinasi (R²) sebesar 0,652, ini menunjukkan bahwa variabel reliability (X1), responsiveness (X2), assurance (X3), emphaty (X4), dan tangible (X5) dapat menjelaskan pengaruh terhadap variabel kepuasan pasien sebesar 65,2%. Sedangkan sisanya sebesar 34,8% mendapat kontribusi dari variabel lain yang tidak penulis teliti. Kesimpulan dari hasil perhitungan diatas adalah terdapat pengaruh dari pelayanan customer service berdasarkan dimensi reliability, responsiveness, assurance, emphaty dan tangible terhadap tingkat kepuasan pasien rawat inap di Rumah Sakit Islam Surakarta. Kata kunci: reliability, responsiveness, assurance, emphaty, tangible, kepuasan pasien ABSTRACT As provider service giving assorted of service to consumer, consumer satisfaction represent the especial target which must be fulfilled by company. Become to increase its consumer satisfaction is side of hospital have to improve the quality of service of customer service beside aspect of hospital facility, role of medical good nurse and doctor and also non medical very determining of patient satisfaction to given service. This research aim to know there is do not it influence from service of customer service of pursuant to dimension reliability, responsiveness, assurance, emphaty and tangible to of patient satisfaction take care of to stay with the Pain of Islam Surakarta. Sampel in this research is every person who have used the service of customer service at home Pain of Islam Surakarta. Sum up the sampel used by is 100 people. The Sampel taken with the technique of nonprobability sampling use the method of purposive sampling. Test the instrument use the validity test and test the reliabilitas and also analyse the doubled linear regression. Pursuant to research result of about influence of customer service to patient satisfaction at home Pain of Islam Surakarta obtained by result of value Fhitung of equal to 35,238 whereas Ftabel of equal to 4,37 and assess the signifikansi of equal to 0,000 < 0,05 this indicate that the variable reliability (X1), responsiveness (X2), assurance (X3), emphaty (X4), and tangible (X5) by together have an effect on the signifikan to patient satisfaction. Result of coefficient determinasi (R²) of equal to 0,652, this indicate that the variable reliability (X1), responsiveness (X2), assurance (X3), emphaty (X4), and tangible (X5) can explain the influence to variable of patient satisfaction of equal to 65,2%. While the rest of equal to 34,8% getting contribution from other variable is which writer is not accurate. Conclusion from calculation result of above is there are influence from service of customer service of pursuant to dimension reliability, responsiveness, assurance, emphaty and tangible to of patient satisfaction take care of to stay with the Pain of Islam Surakarta. Keyword: reliability, responsiveness, assurance, emphaty, tangible, patient satisfaction