Update Artikelilmiah: 17043

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Abstrak (Bhs. Indonesia)

Kepuasan biasanya dipengaruhi oleh kualitas pelayanan yang diterima. Penelitian ini mengkaji tentang pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Jalan Poli Penyakit Dalam di Rumah Sakit Angkatan Laut Dr. Mintohardjo Jakarta Pusat mengacu pada Teori Parasuraman. Hipotesis penelitian yaitu terdapat pengaruh yang positif dan signifikan antara Reliability, Responsiveness, Assurance, Empathy, dan Tangible terhadap Kepuasan Pasien. Menggunakan metode survei dengan pendekatan kuantitatif dan teknik analisis Korelasi Kendall Tau-b, Korelasi Parsial, Korelasi Konkordansi Kendall W, dan Regresi Ordinal. Hasil analisis statistik membuktikan terdapat pengaruh positif dan signifikan antara: (1) Reliability terhadap Kepuasan Pasien dengan nilai koefisien regresi sebesar 142.654, signifikan pada taraf kepercayaan 0,001, Pseudo R-Square sebesar 0,081; (2) Responsiveness terhadap Kepuasan Pasien dengan nilai koefisien regresi sebesar 120.660, signifikan pada taraf kepercayaan 0,001, Pseudo R-Square sebesar 0,064; (3) Assurance terhadap Kepuasan Pasien dengan nilai koefisien regresi sebesar 163.336, signifikan pada taraf kepercayaan 0,001, Pseudo R-Square sebesar 0,066; (4) Empathy terhadap Kepuasan Pasien dengan nilai koefisien regresi sebesar 122.927, signifikan pada taraf kepercayaan 0,001, Pseudo R-Square sebesar 0,075; (5) Tangible terhadap Kepuasan Pasien dengan nilai koefisien regresi sebesar 104.734, signifikan pada taraf kepercayaan 0,003, serta Pseudo R-Square sebesar 0,028; dan (6) secara bersama-sama antara Reliability, Responsiveness, Assurance, Empathy, dan Tangible terhadap Kepuasan Pasien dengan nilai koefisien regresi sebesar 618.767, signifikan pada taraf kepercayaan 0,001, Pseudo R-Square sebesar 0,132. Berdasarkan hasil penelitian dapat disimpulkan, terdapat pengaruh positif dan signifikan antara Reliability terhadap Kepuasan Pasien; Responsiveness terhadap Kepuasan Pasien; Assurance terhadap implementasi; Empathy terhadap Kepuasan Pasien; Reliability terhadap Kepuasan Pasien; serta pengaruh positif dan signifikan secara bersama-sama antara Reliability, Responsiveness, Assurance, Empathy, dan Tangible terhadap Kepuasan Pasien Rawat Jalan Poli Penyakit Dalam di Rumah Sakit Angkatan Laut Dr. Mintohardjo Jakarta Pusat.

Abtrak (Bhs. Inggris)

Satisfaction is usually influenced by the quality of service received. This research examines about Influence of Quality Service against Outpatients Satisfaction Polyclinic Disease In at the Navy Hospital Dr. Mintohardjo Central Jakarta refers to Parasuraman. The hypothesis of this research that there is a positive and significant influence between Reliability, Responsiveness, Assurance, Empathy, and Tangible on Patient Satisfaction. Use survey methods with quantitative approach, and analysis techniques Kendall Tau-b correlation, Partial correlation, concordance Kendall W correlation, and Ordinal Regression. The results of statistical analysis proves that there is a positive influence and significant between: (1) Reliability against Patient Satisfaction with the value of regression coefficient 142.654, significant extent 0,001, and Pseudo R-Square 0,081; (2) Responsiveness against Patient Satisfaction with the value of regression coefficient 120.660, significant extent 0,001, and Pseudo R-Square 0,064; (3) Assurance against Patient Satisfaction with the value of regression coefficient 163.336, significant extent 0,001, and Pseudo R-Square 0,066; (4) Empathy against Patient Satisfaction with the value of regression coefficient 122.927, significant extent 0,001, and Pseudo R-Square 0,075; (5) Tangible against Patient Satisfaction with the value of regression coefficient 104.734, significant extent 0,003, and Pseudo R-Square 0,028; and (6) Reliability, Responsiveness, Assurance, Empathy, and Tangible jointly against Patient Satisfaction with the value of regression coefficient 618.767, significant extent 0,001, and Pseudo R-Square 0,132.Based on the results of the research it can be concluded that there is a positive influence and significant between Reliability against Patient Satisfaction; Responsiveness against Patient Satisfaction; Assurance against Patient Satisfaction; Empathy against Patient Satisfaction; Tangible against Patient Satisfaction; and a positive influence and significant between Reliability, Responsiveness, Assurance, Empathy, and Tangible jointly against Patient Satisfaction.

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