Studi mengenai kualitas layanan terhadap kepuasan pasien di rumah sakit RSUD K.R.M.T Wongsonegoro
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Abstract
This study aims to analyze the influence of the variables of service quality, namely reliability, responsiveness, empathy, assurance, and tangibility on patient satisfaction at RSUD K.R.M.T Wongsonegoro. This research is descriptive with a cross-sectional approach, using a total of 180 patients at RSUD K.R.M.T Wongsonegoro. In this study, data analysis was conducted using the Partial Least Square-Structural Equation Modeling (PLS-SEM) method. Based on the research findings, it was found that each dimension of service quality, namely reliability, responsiveness, empathy, assurance, and tangibility have a positive and significant impact on patient satisfaction at RSUD K.R.M.T Wongsonegoro. This implies that the hospital must maintain a good quality based on the dimensions of reliability, responsiveness, empathy, assurance, and tangibility as the quality that it provides will significantly affect patient satisfaction.
Penelitian ini bertujuan untuk menganalisis pengaruh variabel kualitas layanan yang mencakup reliability, responsiveness, empathy, assurance, dan tangibility terhadap kepuasan pasien di RSUD K.R.M.T Wongsonegoro. Jenis penelitian ini deskriptif dengan pendekatan cross-sectional, dengan jumlah sampel 180 pasien. Dalam penelitian ini, analisis data dilakukan dengan metode Partial Least Square-Structural Equation Modelling (PLS-SEM). Berdasarkan hasil penelitian, keseluruhan dimensi dalam kualitas layanan, yakni reliability, responsiveness, empathy, assurance, dan tangibility masing-masing berpengaruh positif dan signifikan terhadap kepuasan pasien di RSUD K.R.M.T Wongsonegoro. Hal ini menunjukkan bahwa pihak rumah sakit harus menjaga kualitas pelayanan dalam dimensi reliability, responsiveness, empathy, assurance, dan tangibility dengan baik, dikarenakan kualitas layanan dapat memengaruhi kepuasan pasien.
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