i
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN PADA RUMAH SAKIT UMUM DAERAH SALAK KABUPATEN PAKPAK
BHARAT, PROPINSI SUMATERA UTARA BERBASIS SISTEM MANAJEMEN MUTU ISO 9001:2008
ABSTRAK
Penerapan Sistem Manajemen Mutu ISO 9001:2008 di Rumah Sakit Umum Daerah Salak Kabupaten Pakpak Bharat merupakan salah satu strategi penting untuk mengembalikan kepercayaan masyarakat kepada pemerintah melalui peningkatan kualitas pelayanan. Kualitas pelayanan yang baik dapat memberikan jaminan bahwa harapan masyarakat akan terpenuhi dan akan berdampak terhadap kepuasan pelanggan. Kualitas Pelayanan Rumah Sakit Umum Daerah Salak Kabupaten Pakpak Bharat secara konsisten memberikan keyakinan bahwa keseluruhan proses dan penyelesaian pekerjaan memenuhi kriteria pelanggan. Berdasarkan hal itu, maka rumusan masalah penelitian adalah untuk mengetahui sejauh mana pengaruh kualitas pelayanan terhadap kepuasan pasien Rumah Sakit Umum Daerah Salak Kabupaten Pakpak Bharat Propinsi Sumatera Utara berbasis Sistem Manajemen Mutu ISO 9001:2008.
Teori yang digunakan dalam penelitian ini adalah kualitas pelayanan dan kepuasan konsumen. Metode dalam penelitian ini menggunakan jenis penelitian deskriptif kuantitatif dan sifat penelitiannya adalah deskriptif eksplanatory. Metode analisa data yang digunakan adalah analisis regresi linier berganda. Populasi adalah seluruh pasien Rumah Sakit Umum Daerah Salak Rawat Inap Kelas III mulai Bulan Januari s/d Juni 2014 sesuai dengan masa audit dan revisi ISO 9001:2008 yaitu sebanyak 202 orang pasien. Penentuan jumlah sampel pada penelitian ini menggunakan taraf kepercayaan 90%, maka jumlah sampel sebanyak 67 orang pasien.
Hasil penelitian uji hipotesis menunjukkan bahwa secara serempak bukti fisik, kehandalan, daya tanggap, jaminan dan empati berpengaruh sangat signifikan terhadap kepuasan pasien Rumah Sakit Umum Daerah Salak, dan secara parsial variabel daya tanggap berpengaruh lebih dominan daripada variabel bukti fisik, kehandalan, jaminan dan empati. Artinya variabel daya tanggap lebih berperan dalam menentukan kepuasan pasien dibandingkan variabel lainnya.
Kesimpulan penelitian ini adalah secara serempak bukti fisik, kehandalan, daya tanggap, jaminan dan empati berpengaruh sangat signifikan terhadap kepuasan pasien Rumah Sakit Umum Daerah Salak, dan secara parsial variabel daya tanggap berpengaruh lebih dominan daripada variabel bukti fisik, kehandalan, jaminan dan empati.
Kata Kunci : Bukti fisik, kehandalan, daya tanggap, jaminan, empati, kepuasan
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THE INFLUENCE OF THE SERVICE QUALITY ON THE SATISFACTION OF PATIENT AT THE HOSPITAL OF SALAK IN PAKPAK BHARAT
REGENCY, NORTH SUMATERA PROVINCE, BASED OF QUALITY MANAGEMENT SYSTEM ISO 9001:2008
ABSTRACT
Application of Quality Management System ISO 9001:2008 in General Hospital of Salak District in Pakpak Bharat Regency is one of important strategy to regain public trust in the government by improving the quality of service. The Services Quality in General Hospital of Salak District in Pakpak Bharat Regency is striving consistently for assuring that the whole process and accomplishment meet the customers’ criteria. Based on this assumption, the formulation of the research was: To what extent was the influence of the services quality which consisted of tangible, reliability, responsiveness, assurance and empathy on the satisfaction of the patient at the General Hospital of Salak District in Pakpak Bharat Regency North Sumatera Province based Quality Management System ISO 9001:2008.
The research used the theory of Services Quality and Customer Satisfaction This research used descriptive quantitative method with explanatory design. The data were analyzed by using a multiple linear regression test. Population was all Class III Inpatients in General Hospital of Salak District began in January until in June 2014 in accordance with the audit period and the revision of ISO 9001: 2008 as many as 202 patients. The samples were selected by using Slovin formulation with the reliability level of 90%; they consisted of 67 patient.
The result of the Hypothesis test showed that tangible, reliability, responsiveness, assurance and empathy simultaneously had significant influence on the satisfaction of the patient at General Hospital of Salak District in Pakpak Bharat Regency, and partially the variable of responsiveness had more dominant influence than that of the other. It meant that the variable of responsiveness played more important role in determining the satisfaction of the patient than the other variable
The conclusion of the research was that tangible, reliability, responsiveness, assurances and empathy simultaneously had significant influence on the satisfaction of the patient at General Hospital of Salak District in Pakpak Bharat Regency, and partially the variable of responsiveness was more dominant than the variable of tangible, reliability, assurance, and empathy.
Keywords:tangible, reliability, responsiveness, assurances, empathy, satisfaction
