Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus Pada IGD RSUD Larantuka) - M. Hallan, Maria Avelina (Jurnal Administrasi Publik dan Birokrasi, 2014)
Salah satu indikator kepuasan pelanggan adalah kualitas pelayanan. Menurut Parasuraman, dkk. (1990) dalam Pasolong (2011), terdapat lima dimensi service quality (servqual) yaitu tangibles, responsiveness, reliabilty, assurance dan emphaty. Metode penelitian ini adalah penelitian kuantitatif eksplanatif. Tujuan penelitian ini untuk mengetahui pengaruh secara parsial maupun simultan antara variabel bebas yaitu tangibles, responsiveness, reliabilty, assurance dan emphaty terhadap variabel terikat yaitu kepuasan pelanggan pada Instalasi Gawat Darurat di RSUD Larantuka. Data diperoleh melalui jawaban terhadap kuisioner yang disebarkan terhadap 91 orang responden yang dipilih secara acak. Berdasarkan hasil olah data dengan menggunakan SPSS v.19, diperoleh hasil : Uji t menunjukan bahwa hanya dua dimensi yang berpengaruh signifikan secara parsial terhadap kepuasan pelanggan yaitu responsiveness dengan nilai t hitung sebesar 3.105 dan reliablity dengan t hitung sebesar 3.935. Sedangkan tangibles,Â  assurance dan emphaty tidak berpengaruh secara parsial terhadap kepuasan pelanggan, karena nilai t hitung lebih kecil dari t tabel (1.987). Sedangkan uji F menunjukan bahwa terdapat pengaruh yang signifikan secara simultan terhadap kepuasan pelanggan dengan nilai F hitung sebesar 38.830, nilai ini lebih besar dari F tabel sebesar 3,1884 sehingga hipotesis diterima. Nilai R2 pada uji koefisien determinasi sebesar 0.696 artinya variabel tangibles, responsiveness, reliability, assurance dan emphaty secara bersama â sama mampu mempengaruhi kepuasan pelanggan sebesar 69.6%. Sisa sebesar 30.4% dipengaruhi oleh variabel lain. Sebagai kesimpulan penelitian ini menunjukan bahwa tidak semua variabel bebas (tangibles, responsiveness, reliability, assurance dan emphaty) dapat berpengaruh secara parsial terhadap kepuasan pelanggan, tetapi semua variabel bebas (tangibles, responsiveness, reliability, assurance dan emphaty) berpengaruh secara simultan terhadap kepuasan pelanggan. Saran yang dapat diberikan adalah pihak manajemen IGD lebih memperhatikan kualitas pelayanan agar pelayanan yang diberikan dapat memuaskan pasien dan keluarganya.Â Kata Kunci : kualitas pelayanan, tangibles, responsiveness, reliability, assurance dan emphaty, kepuasan pelanggan. ABSTRACT Â One of the indicators of customer satisfaction is the service quality. According to Parasuraman et al. (1990) in Pasolong (2011), there are five dimensions of service quality (servqual) i.e tangibles, responsiveness, reliability, assurance and empathy.This study was quantitative explanatoryÂ  The aim of thisÂ  study was, to findÂ  partial and simultaneous effect of the independent variables, which were tangibles, responsiveness, reliability, assurance and empathy on the dependent variable which was customer satisfaction in the Emergency Room at Larantuka Hospital. The data were collected throughÂ  questionnaires distributed to 91 randomly selected respondents. Based on the analyses of the data using SPSS v.19, the obtained results were as follows The T test showedthat only two dimensions partially affect significantly on customer satisfaction with the responsiveness t value of 3.105 and reliability with t count of 3,935. Whereas tangibles, assurance and empathy partially were not partially effect on customer satisfaction, because the t value is smaller than the t table (1.987). The F-test showed that there was a significant influence on customer satisfaction if the independent variables were used simultaneously, with the calculated F value of 38.830, this value was greater than F table at 3.1884 so the hypothesisÂ  was Â accepted. The value of the determination coefficient (R2) on test for was 0.696, which meant thatÂ  tangibles, responsiveness, reliability, assurance and empathy taken togetherÂ  were capable of influencing customer satisfactionÂ  at 69.6 %. TheÂ  remaining 30.4 % were influenced by other variables. In conclusion, this study showed that not all independent variables (tangibles, responsiveness, reliability, assurance and empathy) could partially influenceÂ  customer satisfaction, but simultaneouslyÂ  they could. The emergency management service should pay more attention to the quality of service to satisfy the patients and their family.Â Keywords : quality of service, tangibles, responsiveness, reliability, assurance and empathy, customer satisfaction.