PENGARUH FASILITAS DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN DI KLINIK PRATAMA PALANG MERAH INDONESIA KOTA SURAKARTA
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Abstract
Kepuasan pasien diduga dipengaruhi oleh berbagai hal, diantaranya adalah fasiltas dan kualitas pelayanan. Fasilitas merupakan segala sesuatu baik benda maupun jasa yang diberikan oleh perusahaan. Kualitas pelayanan adalah ukuran seberapa bagus tingkat layanan yang diberikan mampu sesuai dengan ekspektasi pelanggan. Penelitian ini dilakukan di Klinik Pratama Palang Merah Indonesia (PMI) Kota Surakarta. Tujuan penelitian ini adalah untuk mengetahui pengaruh fasilitas dan kualitas pelayanan terhadap kepuasan pasien di Klinik PMI Kota Surakarta. Pendekatan yang digunakan dalam penelitian ini adalah kuantitatif dengan teknik pengambilan sampel accidental sampling. Metode pengumpulan data dalam penelitian ini menggunakan kuesioner. Metode analisis data memakai metode analisis deskriptif dan analisis regresi linier berganda. Hasil penelitian mendapatkan adanya pengaruh posited antara fasilitas dan kualitas pelayanan terhadap kepuasan pasien secara parsial maupun secara simultan dengan R2 sebesar 74,6%.
Patient satisfaction is thought to be influenced by various things, including facility and service quality. The facility is everything both objects and services provided by the company. Service quality is a measure of how excellent the service provided by the company was able to match customer expectations. This research was conducted at Pratama Indonesian Red Cross Clinic, Surakarta. The purpose of this study was to determine and analyze the effect of facility and service quality on the satisfaction of patients in Pratama Indonesian Red Cross Clinic, Surakarta. This study uses a quantitative approach using an accidental sampling technique. Data collection methods in those studies are questionnaires. The data analysis method uses descriptive analysis and multiple linear regression analysis. The results showed that there was a significant positive effect between facility and service quality towards patient satisfaction partially or simultaneously with an R2 value of 74,6%.
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