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Afrizoni, Hosra
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Economics, Econometrics & Finance

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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien di Klinik Puti Lubuk Alung Vernanda, Nela; Afrizoni, Hosra
Ekasakti Matua Jurnal Manajemen Vol. 1 No. 1 (2023): Ekasakti Matua Jurnal Manajemen (Januari 2023)
Publisher : Fakultas Ekonomi, Universitas Ekasakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31933/emjm.v1i1.800

Abstract

Abstract: This study has the following objectives: (1) To find out which indicators are the most dominant in terms of service quality and patient satisfaction; (2) To determine the effect of service quality on patient satisfaction; (3) To find out how much influence the quality of service has on patient satisfaction at the Puti Lubuk Alung Clinic. The research data is primary data obtained from the results of distributing questionnaires to 99 respondents. Data analysis techniques using simple linear regression analysis, coefficient of determination, and hypothesis testing t. The results of data analysis show that (1) the most dominant indicator of service quality is reliability with an average value of 4.11 and a TCR of 82.11%, while the dominant indicator of patient satisfaction is expectation satisfaction with an average of 4.17 with a TCR of 83.38%; (2) service quality has a positive effect on patient satisfaction at the Puti Lubuk Alung Clinic; (3) service quality has a significant effect on patient satisfaction by 44.5%. Abstrak: Penelitian ini mempunyai tujuan yaitu: (1) Mengetahui indikator mana yang paling dominan dari kualitas pelayanan dan kepuasan pasien; (2) Untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pasien; (3) Untuk mengetahui seberapa besar pengaruh kualitas pelayanan terhadap kepuasan pasien di Klinik Puti Lubuk Alung. Data penelitian merupakan data primer yang diperoleh dari hasil penyebaran angket (kuisioner) kepada 99 orang responden. Teknik analisis data menggunakan analisis regresi linear sederhana, koefisien determinasi, dan uji hipotesis t. Hasil analisis data menunjukkan bahwa (1) indikator kualitas pelayanan yang paling dominan adalah kehandalan (reability) dengan nilai rata-rata 4.11 dan TCR sebesar 82.11%, sedangkan indikator dominan kepuasan pasien adalah kesesuaian harapan dengan rata-rata 4.17 dengan TCR sebesar 83.38%; (2) kualitas pelayanan berpengaruh positif terhadap kepuasan pasien di Klinik Puti Lubuk Alung; (3) kualitas pelayanan berpengaruh signifikan terhadap kepuasan pasien sebesar 44.5%.
Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Pelanggan Premium PT. PLN (Persero) UP3 (Unit Pelaksana Pelayanan Pelanggan) Padang Dunnas, Irsyad; Afrizoni, Hosra
Ekasakti Matua Jurnal Manajemen Vol. 1 No. 3 (2023): Ekasakti Matua Jurnal Manajemen (Juli 2023)
Publisher : Fakultas Ekonomi, Universitas Ekasakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31933/emjm.v1i3.922

Abstract

This study aims to analyze and determine the Effect of Service Quality Dimensions on Customer Satisfaction of Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. The type of data is qualitative data which is used as quantitative data with primary data sources. Methods of data analysis in this study using descriptive analysis, multiple linear regression analysis, coefficient of determination, hypothesis testing t-test, and F test. The results of this study indicate that: 1. Reliability partially has a positive and significant effect on customer satisfaction on Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. 2. Responsiveness partially has a positive and significant effect on customer satisfaction on Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. 3. Assurance partially has a positive and significant effect on customer satisfaction on Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. 4. Empathy partially has a positive and significant effect on customer satisfaction on Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. 5. Physical evidence partially has a positive and significant effect on customer satisfaction at Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. 6. Reliability (X1), responsiveness (X2), assurance (X3), empathy (X4) and tangibles (X5) simultaneously have a positive and significant effect on customer satisfaction on Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang.
Co-Authors Dunnas, Irsyad Vernanda, Nela