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UPT Publikasi Ilmiah, Universitas Islam Bandung. Jl. Tamansari No. 20, Bandung 40116, Indonesia, Tlp +62 22 420 3368, +62 22 426 3895 ext. 6891
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Bandung Conference Series: Business and Management
Published by Universitas Islam Bandung
ISSN : -     EISSN : 22828253     DOI : https://doi.org/10.29313/bcsbm.v2i1
Core Subject : Economy,
Economics, Econometrics & Finance
Bandung Conference Series Business and Management (BCSBM) menerbitkan artikel penelitian akademik tentang kajian teoritis dan terapan serta berfokus pada Manajemen dan Bisnis dengan ruang lingkup Adjusted Exponential Smoothing, Bauran Produk, Capital Adequacy Ratio, Crash Program, Critical Path Method (CPM), Diagram Preventive, Diferensiasi Produk, Economic Order Quantity (EOQ), Harga, Internet Banking, Ishikawa, Kepuasan Kerja, Keputusan Pembelian, Keuntungan Maksimal, kualitas pelayanan, Lingkungan Kerja, Loan to Deposit Ratio, loyalty consumers, manajemen proyek, Manajemen Rantai Pasok, Matriks SCOR, Metode Hungarian Peramalan, metode lintasan kritis (CPM) brand image, metode Service quality, Metode Simpleks, Mixed-Product Proyek, model Kano network planning, Non Performing Loan Pelayanan Jasa, Pemeliharaan, perputaran persediaan dan piutang, Production Process, Profit, proyek pembangunan, Purchase Of Raw Materials, Rantai Pasok, return on investment, SCOR Kinerja, Service Quality, Simplex Method, Turnover Intention Kinerja, Waktu dan Biaya, Optimal Penugasan Kerja. Prosiding ini diterbitkan oleh UPT Publikasi Ilmiah Unisba. Artikel yang dikirimkan ke prosiding ini akan diproses secara online dan menggunakan double blind review minimal oleh dua orang mitra bebestari.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
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Pengaruh Kualitas Layanan terhadap Kepuasan Pasien yang Dimoderasi oleh Servicescape Moch F Raska Rhamadhan; Mochamad Malik Akbar Rohandi; Haryaman Justisia Sulaiman
Bandung Conference Series: Business and Management 925-934
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsbm.v6i2.25733

Abstract

Abstract. Improving the quality of healthcare services has become an important aspect in meeting public expectations toward primary healthcare facilities. As a healthcare service provider, Puskesmas is required not only to provide good medical services but also to create a comfortable service experience through a supportive physical environment (servicescape). This study aims to analyze the condition of service quality, servicescape, and patient satisfaction, as well as to determine the effect of service quality on patient satisfaction with servicescape as a moderating variable at Puskesmas Ciparay DTP. The research method used is a quantitative method with a descriptive and verification approach. Data collection was conducted through questionnaires distributed to patients of Puskesmas Ciparay, and the data were analyzed using simple linear regression analysis and Moderated Regression Analysis (MRA). The results show that service quality has a positive effect on patient satisfaction. In addition, servicescape plays a role in strengthening the relationship between service quality and patient satisfaction through aspects of facility comfort, spatial arrangement, and service environment. This study indicates that improving service quality supported by optimal servicescape can increase patient satisfaction at Puskesmas Ciparay DTP. Abstrak. Peningkatan kualitas pelayanan kesehatan menjadi aspek penting dalam memenuhi harapan masyarakat terhadap fasilitas kesehatan primer. Puskesmas sebagai penyedia layanan kesehatan dituntut tidak hanya memberikan pelayanan medis yang baik, tetapi juga menciptakan pengalaman pelayanan yang nyaman melalui lingkungan fisik (servicescape) yang mendukung. Penelitian ini bertujuan untuk menganalisis kondisi kualitas layanan, servicescape, dan kepuasan pasien serta mengetahui pengaruh kualitas layanan terhadap kepuasan pasien dengan servicescape sebagai variabel moderasi pada Puskesmas Ciparay DTP. Metode penelitian yang digunakan adalah metode kuantitatif dengan pendekatan deskriptif dan verifikatif. Pengumpulan data dilakukan melalui penyebaran kuesioner kepada pasien Puskesmas Ciparay, kemudian dianalisis menggunakan analisis regresi linear sederhana dan Moderated Regression Analysis (MRA). Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh positif terhadap kepuasan pasien. Selain itu, servicescape berperan dalam memperkuat hubungan antara kualitas layanan dan kepuasan pasien melalui aspek kenyamanan fasilitas, tata ruang, serta lingkungan pelayanan. Penelitian ini menunjukkan bahwa peningkatan kualitas layanan yang didukung oleh servicescape yang optimal dapat meningkatkan kepuasan pasien di Puskesmas Ciparay DTP.

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