BAB V KESIMPULAN DAN SARAN
C. Saran
3. Bagi perawat
Berdasarkan hasil penelitian, perawat diharapkan untuk tetap meningkatkan seta mempertahankan kemampuan self monitoring dan juga sikap customer orientation yang dimiliki, karena hal tersebut akan berdampak pada meningkatnya kepuasan pelayanan yang dirasakan oleh pasien sehingga membentuk hubungan jangka panjang dengan pasien.
DAFTAR PUSTAKA
http://kabarjambi.net (diakses pada 30 September 2016)
http://health.kompas.com (diakses pada 22 April 2016) (keluhan mengenai pelayanan RS)
http://rona.metrotvnews.com/ (diakses pada 30 September 2016)
http://health.kompas.com/ (diakses pada 22 April 2016) (alasan wni berobat keluar negeri)
www.jobdesc.net (diakses pada 19 September 2016)
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LAMPIRAN 1
PERHITUNGAN ALPHA CRONBACH, VARIANS
Reliability
Case Processing Summary
N % Cases Valid 34 81.0
Excludeda 8 19.0 Total 42 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha Cronbach's Alpha Based on Standardized Items N of Items .896 .896 25
Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach's Alpha if Item Deleted item1 81.59 155.522 .582 .827 .889 item2 81.59 160.128 .484 .831 .892 item3 81.74 162.322 .320 .888 .896 item4 81.68 163.195 .355 .572 .894 item5 81.44 157.527 .474 .890 .892 item6 81.62 155.577 .534 .826 .890 item7 81.68 159.498 .499 .875 .891 item8 81.68 156.407 .508 .859 .891 item9 81.59 158.734 .525 .816 .891 item10 81.65 160.599 .432 .913 .893 item11 81.62 160.001 .439 .631 .893 item12 81.65 156.720 .595 .906 .889 item13 81.85 160.675 .441 .847 .892 item14 81.50 157.712 .588 .872 .889 item15 81.74 163.291 .374 .887 .894 item16 81.47 164.196 .304 .876 .895 item17 81.68 160.953 .523 .904 .891 item18 81.59 158.310 .564 .843 .890 item19 81.65 158.235 .551 .748 .890 item20 81.65 158.417 .523 .784 .891 item21 81.47 158.681 .545 .985 .890 item22 81.44 158.193 .546 .984 .890 item23 81.38 163.152 .338 .889 .895 item24 81.65 156.538 .582 .900 .889 item25 81.44 162.557 .347 .905 .895
LAMPIRAN 2
PERHITUNGAN ALPHA CRONBACH, VARIANS
DAN rit TIAP CUSTOMER ORIENTATION
Reliability
Case Processing Summary
N % Cases Valid 34 100.0
Excludeda 0 .0 Total 34 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .886 12 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted item1 34.94 50.663 .639 .874 item2 34.94 53.269 .530 .880 item3 35.03 51.787 .579 .878 item4 34.97 53.484 .498 .882 item5 35.00 51.030 .738 .870 item6 35.03 51.363 .589 .877 item7 34.82 53.725 .492 .882 item8 34.76 50.307 .634 .874 item9 35.09 51.477 .677 .873 item10 34.88 52.046 .526 .881 item11 34.88 51.380 .617 .876 item12 34.94 51.693 .563 .879 Scale Statistics
Mean Variance Std. Deviation N of Items 38.12 61.077 7.815 12
LAMPIRAN 3
SELF MONITORING SCALE
( SYNDER, 1974)
NO STATEMENT T F
1. It is hard for me to imitate the behavior of other people. 2. My behavior is usually an expression of my true iner feelings,
attitude, and my beliefs.
3. At parties and social gatherings, I do not attempt to do or say things
that others will like.
4. I can only argue ideas which I already believe.
5. I can make impromptu speech even on topics about which I have
almost no information.
6. I guess I put on show to impress or entertain people. 7. When I am uncertain how to act in a social situation, I look to the
behavior of others for cues.
8. I would probably a good actor.
9. I reraly need the advice of my friends to choose movies, books, or
music.
10. I sometimes appear to the others to be experiencing deeper emotions
than I actually am.
11. I laugh more when I watch a comedy with others than when alone. 12. In a group of people, I am reraly the center of attention. 13. In different situations and with different people, I often act like very
different persons.
14. I am not particulary really good at making other people like me. 15. Even if I am not enjoying myself, I often pretend to be having a good
time.
16. I am not always the person I appear to be.
17. I would not change my opinions (or the way I do things) in order to please someone else or win their favor.
18. I have considered being an entertainer.
19. In order to get along and be liked, I tend to be what people expect me to be rather than anything else.
20. I have never been good at games like charades or improvisational. 21. I have trouble changing my behaviors to suit different people and
different situations.
22. At party I let others keep the jokes and stories going.
23. I feel a bit awkward in company and do not show up quite so well as I should.
24. I can look anyone in the eye and tell a lie with a straight face (if for a right end).
LAMPIRAN 4
CUSTOMER ORIENTATION SCALE
( BROWN, JOHN, TOOD & JANE 2002)
nstruction to Fill Out the Scale
Respond to the statement by giving a cross (X) in the chosen column in the answer that you think appropriately describe you. Your response to these questions will describe who and how you are in general. Thus, there is no incorrect or correct answer.
The following answers are provided for you.
TD = Totally Disagree D = Disagree
I = Indecisive A = Agree
NO STATEMENT TD D I A TA
1 It is easy for me to smile at every customer. 2 I like to remember every name of my customers. 3 Showing my empathy to my customers is natural
for me.
4 I am glad to respond to my customers’ requests
promptly.
5 I get satisfaction from making my customers
happy.
6 I am very glad to serve my customers.
7 I try to help the customers achieve their goals. 8 I reach my own goals by making my customers
satisfied.
9 I will make my customers talk about the service
they need.
10 I use a problem solving approach with all my
customers.
11 I always put the customers’ interests first. 12 I am able to answer the customers’ questions
LAMPIRAN 5
HASIL DIRECT TRANSLATION SELF MONITORING
DAN CUSTOMER ORIENTATION
Petunjuk Pengisian Skala
Silahkan mengisi dengan memberikan tanda silang (X)
pada kolom pilihan jawaban yang saudara anggap paling
sesuai menggambarkan diri saudara. Tanggapan saudara atas
setiap pernyataan akan merupakan penggambaran siapa dan
bagaimana anda secara umum. Dengan demikian, tidak ada
jawaban yang benar atau salah.
Berikut merupakan pilihan jawaban yang disediakan:
STS = Sangat Tidak Setuju
TS = Tidak Setuju
R = Ragu-Ragu
S = Setuju
Hasil Direct Self Monitoring
NO STATEMENT T F
1. Sulit bagi saya untuk meniru perilaku orang lain.
2. Perilaku saya merupakan ekspresi perasaan dari lubuk hati saya, sikap, serta keyakinan saya.
3.
Di pesta dan pertemuan sosial, saya tidak berusaha untuk melakukan atau mengatakan hal-hal yang akan disukai oleh orang lain.
4. Saya hanya dapat berdebat untuk ide-ide yang sudah saya yakini. 5. Saya dapat memberi pidato dadakan bahkan mengenai topik yang
hanya sedikit saya ketahui.
6. Saya rasa saya berpura-pura untuk membuat orang lain terkesan
atau terhibur.
7.
Ketika saya tidak yakin bagaimana harus bersikap di dalam sebuah situasi sosial, saya memperhatikan perilaku orang lain sebagai petunjuk.
8. Saya mungkin dapat menjadi aktor yang baik.
9. Saya jarang membutuhkan nasihat dari teman dalam memilih film,
buku, atau musik.
10. Di hadapan orang lain, terkadang saya tampak lebih emosional dari
yang sebenarnya saya rasakan.
11. Saya tertawa lebih sering ketika menonton film komedi dengan
orang lain daripada ketika sendirian.
12. Ketika berada dalam sebuah kelompok, saya jarang menjadi pusat
perhatian.
13. Dalam situasi dan dengan orang yang berbeda, saya sering berperilaku seperti orang yang sangat berbeda.
14. Saya tidak terlalu pandai membuat orang lain menyukai saya. 15. Bahkan ketika saya sedang tidak bahagia, saya sering berpura-pura
menikmati hidup.
16. Saya bukan selalu orang yang saya tampilkan kepada orang lain. 17.
Saya tidak akan mengubah pendapat saya (atau bagaimana saya melakukan sesuatu) untuk menyenangkan orang lain atau mendapatkan dukungan mereka.
18. Saya sudah mempertimbangkan untuk menjadi seorang yang menghibur.
19. Supaya dapat berbaur dan disukai, saya cenderung menjadi seseorang seperti yang orang lain harapkan.
20. Saya tidak pernah pandai bermain permainan seperti sandiwara atau peran yang mengharuskan saya untuk berimprovisasi.
21. Saya mempunyai masalah dalam mengubah perilaku saya untuk menyesuaikan dengan berbagai orang dan situasi.
22. Saya merasa sedikit aneh berada dalam perusahaan dan tidak muncul sesering yang seharusnya.
23. Dalam sebuah pesta, saya membiarkan orang lain bercerita dan membuat lelucon.
24. Saya dapat melihat tepat ke mata siapapun dan berbohong tanpa mengubah ekspresi wajah (untuk alasan yang baik).
25. Saya mungkin menipu orang lain dengan bersikap ramah padahal
Hasil Direct Customer Orientation
NO STATEMENT TD D I A TA
1 Mudah bagi saya untuk tersenyum pada setiap
pelanggan.
2 Saya senang mengingat nama setiap
pelanggan.
3 Berempati kepada pelanggan merupakan hal
yang alami bagi saya.
4 Saya senang menganggapi permintaan
pelanggan dengan cepat.
5 Saya mendapatkan kepuasan dengan membuat
pelanggan bahagia.
6 Saya sangat senang melayani para pelanggan. 7 Saya berusaha membantu para pelanggan
mencapai tujuan mereka
8 Saya mencapai tujuan saya sendiri dengan
membuat para pelanggan puas.
9 Saya dapat membuat pelanggan membicarakan
layanan yang mereka perlukan.
10 Saya menggunakan pendekatan pemecahan
masalah dengan para pelanggan.
11 Saya selalu mengutamakan kepentingan para
pelanggan.
12 Saya mampu menjawab pertanyaan para
LAMPIRAN 6
HASIL BACK TRANSLATION SELF MONITORING
DAN CUSTOMER ORIENTATION
Instruction to Fill Out the Scale
Respond to the statement by giving a cross (X) in the chosen column in the answer that you think appropriately describe you. Your response to these questions will describe who and how you are in general. Thus, there is no incorrect or correct answer.
The following answers are provided for you.
TD = Totally Disagree D = Disagree
I = Indecisive A = Agree
Hasil Back Translation Self Monitoring
NO STATEMENT T F
1. It is hard for me to imitate someone’s behavior. 2. My behavior is an expression of what I feel deep down from the
bottom of my heart, my attitude, and my belief.
3. In parties and social gatherings, I do not try to do or say anything
that other people will not like.
4. I can only debate over ideas that I believe.
5. I can give an impromptu speech even to talk about topics that I
barely know.
6. I feel that I pretend to make people impressed or amused. 7. When I am not sure how to behave in a social situation, I pay
attention to other people’s behaviors as cues.
8. I might become a good actor.
9. I seldom need advice from friends in choosing films, books, or
music.
10. In other people’s presence, sometimes I seem to be more emotional
that I actually feel.
11. I laugh more often when I watch comedy movies with other people
than when I do it alone.
12. When in a group, I seldom become the center of attention. 13. In different situations with different people, I often behave as
totally different persons.
14. I am not really good at making people like me.
15. Even when I am not happy, I often pretend to enjoy life. 16. I am not always the same person I let other people see.
17. I will not change my opinion (or how I do something) to please others or get their support.
18. I have considered myself to become an amusing person.
19. In order to mingle and be liked, I tend to be someone they want me to be.
20. I am never good at playing games like drama or role play which require me to improvise.
21. I have a problem in changing my behaviors to adapt to many types of people and situations.
22. I feel a little bit awkward being in a company and not showing up as often as I should be.
23. In a party, I allow other people to tell stories and make jokes. 24. I can see straight to anyone’s eyes and lie without changing my
facial expressions (for a good reason).
25. I might deceit other people by being friendly while in fact I do not
Hasil Back Translation Customer Orientation
NO STATEMENT TD D I A TA
1 It is easy for me to smile at every customer. 2 I like to remember every name of my
customers.
3 Showing my empathy to my customers is
natural for me.
4 I am glad to respond to my customers’ requests
promptly.
5 I get satisfaction from making my customers
happy.
6 I am very glad to serve my customers.
7 I try to help the customers achieve their goals. 8 I reach my own goals by making my customers
satisfied.
9 I will make my customers talk about the
service they need.
10 I use a problem solving approach with all my
customers.
11 I always put the customers’ interests first. 12 I am able to answer the customers’ questions
LAMPIRAN 7
HASIL NATIVE SPEAKER SELF MONITORING DAN
CUSTOMER ORIENTATION
Hasil Native Speaker Self Monitoring
STATEMENT SAMA TIDAK
SAMA KETERANGAN
1.
It is hard for me to imitate
someone’s behavior.
Nia, bila kamu setuju dengan penambahankata-kata (cetak
merah) dan
menghilangkan kata kata yang dicoret, makan back translation akan menjadi sama dengan naskah English aslinya.
Demikian juga, untuk terjemahan Bahasa
Indonesia akan
menjadi benar bila kata kata dengan cetak merah diterima dan kata kata yang dicoret dihilangkan.
2.
My behavior is an expression of what I feel deep down from the bottom of my heart, my attitude, and my belief.
3.
In parties and social gatherings, I do not try to do or say anything that other people will like.
4. I can only debate over ideas
that I believe.
5.
I can give an impromptu speech even to talk about topics that I barely know.
6.
I feel that I pretend to make people get impressed or amused.
7.
When I am not sure how to behave in a social situation, I pay attention to other
people’s behaviors as cues.
8. I might be become a good
9.
I seldom need advice from friends in choosing films, books, or music.
10.
In other people’s presence,
sometimes I seem to be more emotional that I actually feel.
11.
I laugh more often when I watch comedy movies with other people than when I do it alone.
12.
When in a group, I seldom become the center of attention.
13.
In different situations with different people, I often behave as totally different persons.
14. I am not really good at
making people like me.
15. Even when I am not happy,
I often pretend to enjoy life.
16.
I am not always a people that what the same person I letother people see.
17.
I will not change my opinion (or how I do something) to please others or get their support.
18.
I have considered as myself to become an amusing person.
19.
In order to mingle and be liked, I tend to be someone they want me to be.
20.
I am never good at playing games like drama or role play which require me to improvise.
21.
I have a problem in changing my behaviors to adapt to different many types of people and situations.
22. In a party, I allow other
make jokes.
23.
I feel a little bit awkward being in a company and do
not show showing up as often as I should be.
24.
I can see straight to
anyone’s eyes and lie
without changing my facial expressions (for a good reason).
25.
I might deceive other people by being friendly while in fact I do not like them.
Hasil Native Speaker Customer Orientation
STATEMENT SAMA TIDAK
SAMA KETERANGAN
1. It is easy for me to smile at every customer.
Nia, bila kamu setuju dengan penambahan kata-kata (cetak
merah) dan
menghilangkan kata kata yang dicoret,
makan back
translation akan menjadi sama dengan
naskah English
aslinya.
Demikian juga, untuk terjemahan Bahasa
Indonesia akan
menjadi benar bila kata kata dengan cetak merah diterima dan kata kata yang dicoret dihilangkan. 2. I’d like to remember every
name of my customers.
3. Showing my empathy to my
customers is natural for me.
4.
I am glad to respond to my
customers’ requests
promptly.
5. I get satisfaction by from
making my customers happy.
6. I am very glad to serve my
customers.
7. I try to help the customers to
achieve their goals.
8.
I reach my own goals by making my customers satisfied.
9.
I will make my customers talk about the service they need.
10.
I use a problem solving approach with all my customers.
11. I always prioritize put the
customers’ interests first.
12.
I am able to answer the
customers’ questions
appropriately.
LAMPIRAN 8
SKALA ADAPTASI SELF MONITORING DAN
CUSTOMER ORIENTATION
SKALA PENELITIAN
(dalam rangka memenuhi tugas akhir kuliah)
Oleh:
Nama : Nia Sulastry Siagian
NIM : 129114067
JURUSAN PSIKOLOGI FAKULTAS PSIKOLOGI UNIVERSITAS SANATA DHARMA YOGYAKARTA