PENGARUH KUALITAS PELAYANAN, FASILITAS DAN HARGA TERHADAP KEPUASAN PASIEN PRAKTEK BIDAN MEGAWATI

  • David Sebastian 1Fakultas Manajemen Bisnis, Institut Teknologi dan Bisnis Asia Malang
  • Tin Agustina Karnawati Fakultas Manajemen Bisnis, Institut Teknologi dan Bisnis Asia Malang
  • Moh. Bukhori Fakultas Manajemen Bisnis, Institut Teknologi dan Bisnis Asia Malang

Abstract

The number of independent midwifery practices has been steadily increasing each year, particularly in the area of North Tambun sub-district, necessitating the need for competitiveness to compete with other independent midwifery practices. This research aims to determine the influence of Service Quality, Facilities, and Price on Patient Satisfaction in North Tambun sub-district. The respondents of this study were 100 outpatient patients at Bidan Megawati Debataraja's clinic. The research utilized the accidental sampling method, employing a Google Form questionnaire through a quantitative analysis approach processed using SPSS 25. The statistical data analysis used Classic Assumption Test, Determinant Test, Multiple Linear Regression Analysis, and Hypothesis Test. The results of the study indicate that there is a positive and significant partial influence of service quality on patient satisfaction. However, there is no significant positive partial influence of facilities on patient satisfaction. Additionally, there is a positive and significant partial influence of price on patient satisfaction. Simultaneously, there is a positive and significant influence of service quality, facilities, and price on patient satisfaction.

References

Ana Fitriyatuil Bilgieis. (2016). Peran Kualitas Produk, Harga Dan Kualitas Layanan Terhadap Kepuasan Pelanggan Billagio Skincare Clinic Sidoarjo. In Lamongan: Uiniveirsitas Islam Daruil Uiluim. Universitas Islam Darul Ulum.

Anna, R. (2021). Pengaruh kualitas pelayanan, fasilitas dan lokasi terhadap kepuasan pelanggan di klinik kesehatan dan kebidanan Hellen Widyawati, Jakarta utara. In Jakarta: STIEi Indoneisia. STIE Indonesia.

Dinkes Jawa Barat. (2022). Dinas Kesehatan Provinsi Jawa Barat . Jabarprov.Go.Id.

Fandy Tjiptono, & Anastasia Diana. (2016). Pemasaran Esesi dan Aplikasi. Andi Offset.

Ghozali, I. (2013). Aplikasi Analisis Multivariant Dengan Program SPSS Edisi 17. Universitas Dipenogoro.

Hasrianty et al. (2020). Pengaruh Kualitas Pelayanan Kesehatan terhadap Kepuasan Pasien di Wilayah Kerja Puskesmas Dolo Kabupaten Sigi. Palu: Universitas Muhammadiyah.

Kotler, P. (2014). Manajemen Pemasaran (Edisi 18. Jilid 2). Prenhalindo.

Kotler, P., & Armstrong, G. (2018). Prinsip-prinsip Pemasaran (Edisi 13. Jilid 1). Erlangga.

Kotler, P., & Keller, K. L. (2016). Manajemen Pemasaran (Bob Sabran, Ed.; Edisi 12. Jilid 2). Erlangga.

Lira Netriadi et al. (2021). Pengaruh Kualitas Pelayanan, Harga Dan Fasilitas Terhadap Kepuasan Pasien Rawat Jalan Pada Puskesmas Tarusan Kabupaten Pesisir Selatan. Padang : Universitas Ekasakti.

Mita Novitasari et al. (2020). Pengaruh Kualitas Pelayanan, Fasilitas, Dan Harga Terhadap Kepuasan Pasien Di Paviliun Kartika Rspad Jakarta. Jakarta: Sekolah Tinggi Ilmu Ekonomi Indonesia.

Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing.

Sugiyono. (2012). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.

Tjiptono, F. (2014). Pemasaran jasa (Prinsip, Penerapan, Penelitian). Andi.

Published
2024-01-26
How to Cite
Sebastian, D., Tin Agustina Karnawati, & Moh. Bukhori. (2024). PENGARUH KUALITAS PELAYANAN, FASILITAS DAN HARGA TERHADAP KEPUASAN PASIEN PRAKTEK BIDAN MEGAWATI. KRISNA: Kumpulan Riset Akuntansi, 15(2), 317-329. https://doi.org/10.22225/kr.15.2.2024.317-329
Abstract viewed = 59 times
PDF (Bahasa Indonesia) downloaded = 6 times