Open AccessPengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Inap di Ruang Perawatan Private Care Center (PCC) RSUP Dr. Wahidin Sudirohusodo Makassar.
Author(s) -
Muhammad Rani,
Salim Basalamah,
Hasanudin Damis
Publication year - 2020
Publication title -
tata kelola
Language(s) - English
Resource type - Journals
eISSN - 2722-7952
pISSN - 2089-0982
DOI - 10.52103/tatakelola.v7i1.122
Subject(s) - medicine , humanities , philosophy
Penelitian ini bertujuan untuk mencari bukti emperis variabel-variabel yang mempengaruhi Kepuasan Pasien Rawat Inap di Ruang Perawatan Private Care Center (PCC) RSUP Dr. Wahidin Sudirohusodo Makassar. Untuk melihat pengaruh tersebut digunakan lima variabel independen yaitu Bukti Fisik (tangibles), Kehandalan (reliability), Ketanggapan (responsiveness), Jaminan (assurance), Empati (empathy) serta satu variabel dependen yaitu kepuasan pasien.
Dalam peneltian ini, sampel yang diambil adalah 97 responden. Pengumpulan data dilakukan melalui observasi langsung dan survei dengan cara pembagian kuesioner kepada responden. Penelitian ini menggunakan metode analisis regresi linear berganda.
Hasil penelitian menunjukkan bahwa Bukti Fisik (tangibles) dan Ketanggapan (responsiveness) berpengaruh positif dan signifikan terhadap Kepuasan Pasien Rawat Inap di Ruang Perawatan Private Care Center (PCC) RSUP Dr. Wahidin Sudirohusodo Makassar. Sedangkan Kehandalan (reliability), Jaminan (assurance), dan Empati (empathy) tidak berpengaruh positif dan signifikan terhadap Kepuasan Pasien Rawat Inap di Ruang Perawatan Private Care Center (PCC) RSUP Dr. Wahidin Sudirohusodo Makassar. Disamping itu variabel yang paling dominan berpengaruh terhadap kepuasan Pasien Rawat Inap di Ruang Perawatan Private Care Center (PCC) RSUP Dr. Wahidin Sudirohusodo Makassar adalah Bukti Fisik.
This study aims to find empirical evidence of variables that affect inpatient patient satisfaction in the Private Care Center (PCC) Hospital. Dr. Wahidin Sudirohusodo Makassar. To see this effect five independent variables are used namely Physical Form (tangibles), Reliability, Responsiveness, Assurance, Empathy and one dependent variable is patient satisfaction.
In this study, the sample taken was 97 respondents. Data collected through direct observation and survey by way of distribution questionnaires to respondents. This study uses multiple linear regression analysis method
The results showed that the physical form (tangibles) and responsiveness (responsiveness) had a positive and significant effect on the Satisfaction of Inpatients in the Private Care Center (PCC) Room of RSUP Dr. Wahidin Sudirohusodo Makassar. While reliability, assurance, and empathy have no positive and significant effect on patient satisfaction in the Private Care Center (PCC) Hospital. Dr. Wahidin Sudirohusodo Makassar. Besides that, the most dominant variable influences the Satisfaction of Inpatients in the Private Care Center (PCC) Room of RSUP Dr. Wahidin Sudirohusodo Makassar is Physical Evidence (tangibles).