Selasa, 12 Januari 2010

PENGARUH KUALITAS JASA KESEHATAN TERHADAP KEPUASAN PASIEN DI INSTALASI RAWAT INAP RUMAH SAKIT BHAYANGKARA TINGKAT IV PALANGKA RAYA

Dahniar,
(Dosen Fakultas Ekonomi Universitas Lambung Mangkurat Banjarmasin)

ABSTRACT

Basically, there is tight relation between quality decide dan costumer satisfaction. The tight relation between quality of product or service with costumer satisfaction also shown with much higher level quality of product and service also cause much higher costumer satisfaction. This research aim to knows influence service quality health in Care and Lodge Installation RS Bhayangkara Tk IV Palangka Raya, either according to parsial and also simultan to patient satisfaction. The research done with description analytic and verification survey methode. The research subjects are external costumer or patient who using the service in Care and Lodge Installation RS Bhayangkara Tk IV Palangka Raya amount to 38 responden during periode from April to Mei 2007. The analysis methode that used was linier multiple regretion with t test for parsial test and F test for simultan test. Based on the result of research, obtained equalization regretion Y = 0,231 + 0,569 X1 + 0,215 X2 + 0,271 X3 + 0,168 X4 + 0,203 X5. Partially, reliability variable of influential 63,20 %, variable of notion 25,60 %, variable of certainly 46,20 %, variable of emphaty 50,90 %, and variable of concrete 50,60 %. Whereas simultanly, service quality influence to patient satisfaction that significantly about the value Fcount (262,865) > Ftabel (2,66) with R square about 97,80 % and 2,20 % depent on another thing that disregarded in research.



KEYWORDS : Service Quality, Costumer Satisfaction.

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