Komunikasi Interpersonal sebagai Inti Pelayanan Prima: Pengaruhnya Terhadap Kepuasan Pelanggan di Puskesmas Ciderum

Koesworo Setiawan (Universitas Djuanda Bogor Indonesia)
Rahmat Agung Muafik (Universitas Djuanda Bogor Indonesia)

PREDIKSI : Jurnal Administrasi dan Kebijakan
Vol 22, No 1 (2023)

This study examined the effect of interpersonal communication in service excellence by officers at the Ciderum Health Center, Bogor Regency on patient (customer) satisfaction. The study used a survey method with data collection techniques using questionnaires. Data analysis techniques used the Weight Mean Score  formula. The sample was taken randomly with the Slovin Formula of 10% error rate, with a total sample of 100 people. Measurement using the Likert Scale then data analysis using the Simple Linear Regression. Based on data analysis, the correlation value of tobserve (12.17) ˃ ttable (1.984). In this study, the correlation value (R) was 0.776, with a coefficient of determination (R2/R Square) of 0.602. Thus the influence of the variable Interpersonal Communication In Service Excellence (X) on the variable Customer Satisfaction (Y) by 60.2%. The remaining 39.8% was influenced by other variables. The analysis showed that the Ho hypothesis was rejected and Ha accepted. It is proven that Interpersonal Communication in Service Excellence by Ciderum Health Center has a significant effect on Customer Satisfaction.Penelitian ini mengkaji pengaruh komunikasi interpersonal dalam pelayanan prima oleh petugas di Puskesmas Ciderum, Kabupaten Bogor terhadap kepuasan pasien (pelanggan). Penelitian menggunakan metoda survey dengan teknik pengumpulan data menggunakan kuesioner. Teknik analisis data menggunakan rumus WMS (Weight Mean Score). Sampel diambil secara acak dengan rumus solvin taraf kesalahan 10%, dengan total sampel 100 orang. Pengukuran menggunakan skala likert kemudian analisis data menggunakan Regresi Linear Sederhana. Berdasarkan analisis data nilai korelasi thitung (12.17) ˃ ttable (1.984). Dalam penelitian ini, nilai korelasi (R) sebesar 0.776, dengan koefisien determinasi (R2/R Square) sebesar 0,602. Dengan demikian pengaruh variabel Komunikasi Interpersonal Dalam Pelayanan Prima (X) terhadap variabel Kepuasan Pelanggan (Y) sebesar 60,2%. Sisanya 39,8% dipengaruhi variabel lain. Analisis menunjukkan thitung (12,17) ˃ ttable (1.984), sehingga hipotesis Ho ditolak dan Ha diterima. Terbukti Komunikasi Interpersonal Dalam Pelayanan Prima oleh Puskesmas Ciderum berpengaruh signifikan terhadap Kepuasan Pelanggan.