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All Journal Jurnal Akuntansi dan Sistem Teknologi Informasi FKIP e-PROCEEDING Publication Library and Information Science Jurnal Litbang Kota Pekalongan INDONESIAN MIDWIFERY HEALTH AND SCIENCES JOURNAL Jurnal Nusantara Berbakti Income Journal: Accounting, Management and Economic Research Jurnal Anestesi: Jurnal Ilmu Kesehatan dan Kedokteran El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Jurnal Ilmu Politik dan Studi Sosial Terapan Journal of Ekonomics, Finance, and Management Studies
AYU WULANSARI
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Religion Agriculture, Biological Sciences & Forestry Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Economics, Econometrics & Finance Education Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Library & Information Science Mechanical Engineering Medicine & Pharmacology Nursing Physics Public Health Social Sciences Other

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Pengaruh Reliability, Responsivenes, Assurance, Emphathy dan Tangible Terhadap Kepuasan Pasien di RSUD Geneng Ayu Wulansari; Adrie Frans Assa
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 6 No. 3 (2025): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v6i3.6643

Abstract

This research aims to analyze the influence of service quality dimensions, namely tangible, reliability, responsiveness, empathy and assurance on patient satisfaction at the Geneng Regional General Hospital (RSUD). Based on analytical observational research with a cross-sectional approach, data was collected from 110 patients who met the criteria at Geneng District Hospital from December 2024 to January 2025. The analytical method used was the t test to test the significance of the relationship between each dimension of service quality and patient satisfaction. The research results show that the tangible dimension has a significant influence on patient satisfaction with a tcount of 2.687 > ttable 1.982 and a significance of 0.008 < 0.05. The responsiveness dimension also has a significant influence with a t value of 2.360 > t table 1.982 and a significance of 0.020 < 0.05. Empathy shows a significant influence with a t value of 4.768 > t table 1.982 and a significance of 0.000 < 0.05. The assurance dimension has a significant influence with a t value of 2.938 > t table 1.982 and a significance of 0.004 < 0.05. Meanwhile, the reliability dimension does not show a significant influence with a t value of 0.677 < t table 1.982 and a significance of 0.500 > 0.05. Overall, the results of this study emphasize the importance of managing the physical aspects of hospitals, increasing the ability of medical personnel to provide quick responses, paying attention to patients' emotional needs, and ensuring competence in creating satisfactory services. This research can contribute to Geneng Hospital in designing strategies to improve patient satisfaction and the overall quality of health services.
Co-Authors Adrie Frans Assa Debby Febrianti DJOKO KRISTIANTO Doni Dores Dwiyanti Puspitasari, Dwiyanti Elia Damayanti Erina Hartati Hartati Ika Wulandari Muhammad Zusanri Batubara Rispantyo Rispantyo Rochmad Bayu Utomo Saputra Adiwijaya Singgih Bektiarso Sudirman Sudirman Supeno Supeno Tri Susilowati Woro Setia Ningtyas