ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN

(Studi Kasus Pada Pasien Pengguna BPJS RSI Masyithoh Bangil)

Abstract

The purpose of this research is to analyze the influence of service quality (reliability, responsiveness, assurance, empathy, and tangible) to patient satisfaction with focus of case study at Islamic Hospital Masyithoh Bangil. This research method is descriptive quantitative subject of this research is patient. Sampling technique used is purposive sampling. The number of respondents 64 respondents. The analysis technique used is multiple regression. The result showed that Fcount> Ftable is 23, 620> 2.53 and sig F <level of significant (a) that is 0,000 <0,05 then it is concluded that the dependent variable influences together significantly. The F-test shows that there is a mutual influence between variable of variable reliability (X1), responsiveness (X2), assurance (X3), emphaty (X4), and tangible (X5). The t-test shows that the reliability (X1) and responsiveness (X2) variables are influential but not significant, assurance (X3), emphaty (X4), and tangible (X5) have significant partial effect. Test coefficient of determination or R2 obtained 0.642 this means patient satisfaction of 64.2% influenced variable reliability (X1), responsiveness (X2), assurance (X3), emphaty (X4), and tangible (X5). And the variables in this study to be considered again by the agency in order to improve the quality of service to increase patient satisfaction.