The Influence of Quality of Health Services Dimension and Facility Quality on Patient Satisfaction at Tiara Nusantara Clinic, Sorong City
DOI:
https://doi.org/10.31603/conference.17316Keywords:
quality of health services dimension, facility quality, patitent satisfaction, PLS-SEMAbstract
This study aims to analyze the influence of the Dimensions of Health Service Quality and Facility Quality on Patient Satisfaction at the Tiara Nusantara Clinic in Sorong City. This study uses a quantitative method with data collection techniques through distributing questionnaires to respondents. The population in this study were all patients of the Tiara Nusantara Clinic in Sorong City, with a sample size of 130 respondents determined using sampling techniques. The data analysis method used was Partial Least Square (PLS-SEM) with the help of the SmartPLS application version 4.0. The results showed that the Dimensions of Health Service Quality had a positive and significant effect on Patient Satisfaction. The Quality of Facilities also had a positive and significant effect on Patient Satisfaction, which means that between the Dimensions of Health Service Quality and adequate and comfortable facilities can increase patient satisfaction.
References
Angga Adi Putra Luluk Febianti Mulyasari, Hesti Pandu Widodo, & Tjandra Wasesa. (2022). Pengaruh Fasilitas Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan. Jurnal Mahasiswa Manajemen Dan Akuntansi, 1(1), 75–81. https://doi.org/10.30640/jumma45.v1i1.199
Engkus. (2019). DI PUSKESMAS CIBITUNG KABUPATEN SUKABUMI THE INFLUENCE OF SERVICE QUALITY ON PATIENT SATISFACTION IN CIBITUNG ’ S COMMUNITY HEALTH CENTER OF SUKABUMI REGENCY primer yang merupakan salah satu di terapkannya Standar Pelayanan Minimal Cibitung Kabupaten Suka. 5.
Hair. (2010). Multivariate Data Analysis 7th Edition. In Pearson Education, Inc., dengan tempat terbit di Upper Saddle River, New Jersey, USA. (Vol. 232, pp. 135–144). Pearson Education, Inc., dengan tempat terbit di Upper Saddle River, New Jersey, USA. https://doi.org/10.1016/j.foodchem.2017.03.133
Hair, J. F., Sarstedt, Pick, M., Liengaard, B. D., Radomir, L., & Ringle, C. M. (2022). Progress in partial least squares structural equation modeling use in marketing research in the last decade. Psychology and Marketing, 39(5), 1035–1064. https://doi.org/10.1002/mar.21640
Kanuk, S. dan. (2010). Manajemen Bisnis Retail. Suparyanto Dan Rosad, 5(3), 248–253.
Kotler, P. (2009). The Business of Managing and Marketing in the Age of Turbulance. https://books.google.co.id/books?id=IKNH4C0B8DUC&lpg=PR9&ots=VsWwCFx126&dq=kotler&lr&pg=PR9#v=onepage&q=kotler&f=false.
Malhotra, N., & DF, B. (2007). Marketing Research: An Applied Approach. https://doi.org/10.1108/S1548-6435(2006)2
Nasrul, Madi, R. A., & Patwayati. (2020). The Effect of Dimension of the Quality of Health Services on Patient Satisfaction. 154(AICoBPA 2019), 80–84. https://doi.org/10.2991/aebmr.k.201116.016
Sariyanti, Sari, L. P., & Praja, Y. (2023). Pengaruh Kualitas Produk Dan Pelayanan Terhadap Loyalitas Konsumen Pada Toko Kintan Di Cermee Dengan Kepuasan Konsumen Sebagai Variabel Intervening. 2(1), 74–87.
Sembiring, I. S., Dosria, E., Nurmawan, S., Wulandari, Y., Wahyuni, S., Rossa, F., & Tiainsyah, T. (2022). Self Efficacy Dan Penerapan Dimensi Servqual Terhadap Peningkatan Mutu Layanan Kesehatan Di Puskesmas Lampahan. Prosiding Konferensi Nasional Pengabdian Kepada Masyarakat Dan Corporate Social Responsibility (PKM-CSR), 5, 1–10. https://doi.org/10.37695/pkmcsr.v5i0.1646
Tjiptono. (2011). Service Management Mewujudkan Layanan Prima. Edisi 2. (Andi (ed.)). Andi. https://scholar.google.com/citations?user=fQLNcNUAAAAJ&hl=en&oi=sra
Tjiptono Buring, M. F. (1997). Perbandingankualitas pelayanan publik dan fasilitas kesehatan Puskesmas Antara Kecamatan Long Hubung dengan Kecamatan Laham di Kabupaten Mahakam Ulu. EJournal Ilmu Pemerintahan Intergratif, 6(1), 84–94.
Tjiptono, F. (2014). Pemasaran Jasa: Prinsip, Penerapan dan Penelitian. January 2014, 5–6.
Widiasari, W., Handiyani, H., & Novieastari, E. (2019). Kepuasan Pasien Terhadap Penerapan Keselamatan Pasien Di Rumah Sakit. Jurnal Keperawatan Indonesia, 22(1), 43–52. https://doi.org/10.7454/jki.v22i1.615
Yudhistira Pattiasina, R. (2020). Prospek Pengaruh Kualitas Pelayanan Dan Kepuasan Pasien Terhadap Loyalitas Pasien Pengguna Jkn Kis Di Rsud Sele Be Solu Kota Sorong. Jurnal Program Studi Pendidikan Ekonomi, 1(2), 49–58.
