PEMODELAN KEPUASAN PASIEN MENGGUNAKAN KUALITAS PELAYANAN KESEHATAN PADA RUMAH SAKIT UMUM MUHAMMADIYAH KOTA METRO

Suharto Suharto

Abstract


ABSTRACT

 

This study aims to (1) determine the effect the reliability of customer satisfaction, (2) the effect of responsiveness to customer satisfaction, (3) identify and analyze the influence of empathy towards customer satisfaction, (4) identify and analyze the influence of the reliability of the empaty, (5 ) identify and analyze the influence responsiveness to empaty. The method used is quantitative method, test hypotheses and path analysis. Based on research that has been done can be concluded that the results of the study found that the variable reliability, positive effect on customer satisfaction. Variable responsiveness positive effect on customer satisfaction.Variable empaty positive effect on customer satisfaction.Variable reliability, a positive direct effect on empathy.Variable responsiveness positive effect on empathy. The implication of this study is an attempt to repair the infrastructure, improve the reliability of employees when serving patients, responsive to the wishes of patients, providing assurance of service time, and give attention personally sincere empathy and understand consumer desires.

Keywords: reliability, responsiveness, empathy, customer satisfaction.


Full Text:

PDF

References


DAFTAR PUSTAKA

Armstrong, Garry & Philip Kotler. 2002. Marketing An Introduction. (Eight Edition). New Jersey: Pearson Prentice Hall.

Asghar Afshar Jahanshahi, International Journal of Humanities and Social Science Vol. 1 No. 7; [Special Issue June 2011] 253 Study the Effects of Customer Service and Product Quality on Customer Satisfaction and Loyalty (Corresponding Author) PhD Scholar in Business Administration Department of Commerce & Research Center University of Pune, India.

Beerli, A., Martin, J.D., & Quintana, A. 2004.A Model of Customer Loyalty in The Retail Banking Market. European Journal of Marketing.

Bowen, Sarah, Ph.D., MSc, 2008. BA, CERT ED.Spring.Beyond Self-Assessment - Assessing Organizational Cultural Responsiveness.Journal of Cultural Diversity 15.1 .

Bulmer A.C., 1999. The Antifungal Action of Druff Shampoo Mycopathologia. Acta Derm Venereol, 147. (2).

Dwi Aryani dan Febrina Rosinta. 2010. Bisnis & Birokrasi. Jurnal Ilmu Administrasi dan Organisasi, Mei-Agus. ISSN 0854-3844, Volume 17, Nomor 2.

Dwi Suhartanto. 1999. “Kesetiaan Pelanggan (Customer Loyalty) di Industri Jasa Arti Penting, Dimensi, dan Faktor Penyebabnya”.Cakrawala Ekonomi dan Keuangan. Tahun VI, edisi 22, April – Juni.

Elu, Balthasar. 2005. Manajemen Penanganan Komplain Konsumen di Industri Jasa.Jurnal Ilmu Administrasi dan Organisasi, Bisnis&Birokrasi, Vol. 13, No. 3.

Fandy Tjiptono,2008, Strategi Bisnis Pemasaran. Andi.Yogyakarta.

Guiltinan, Joseph, P. Paul, Gordon W and Madden, Thomas J.1997. Marketing Management.6th edition. McGraw-Hill Companies.

Hair, J.F., Anderson, R.E., Tatham, R. L., & Black, W.C. 1995.Multivariate Data Analysis. Edisi Keempat. New Jersey:Prentice Hall.

Imam Ghozali. 2008. Model Persamaan Struktural Konsep dan Aplikasi dengan Program Amos 16.0, Badan Penerbit UNDIP., Semarang

Wieseke, Jan., Anja Geigenmuller, Florian Kraus. 2014. On the Role of Empathy in Customer-Employee Interactions. Journal of Service Research.Marketing Department, Ruhr-University of Bochum, Germany, Universitaetsstrasse 150, D-44780 Bochum, Germany.

Kepmenpan No. 25 Tahun 2004.

Kevin Murphy and Charles Davidshofer. 2001. Psychological Testing: Principles and Application. Upper Saddle River, NJ: Prentice Hall.

Lisa Ford. 2003. How to Provide Gold Standart Customer Service. The Bullet Proff Manager Series.Crestcom Trainer to the world.

Lupiyoadi, Hamdani. 2006. Manajemen Pemasaran Jasa, Edisi Kedua. Jakarta: Penerbit Salemba Empat.

Pandey Dr. S. K. 2010. Responsiveness as Antecedent of Satisfaction and Referrals in Financial Services Marketing, 10 th Global Conference on Business & Economics. ISBN: 978-0-9830452-1-2 Rome, Italy.

Rajasekhar Mamilla, Janardhana G., Anjan Babu G. 2013. Customer Satisfaction on Reliability Dimension of Service Quality in Indian Higher Education, World Academy of Science, Engineering and Technology International Journal of Social, Behavioral, Educational, Economic and Management Engineering Vol:7, No:12.

Raykov, T. dan Marcoulides, G.R. 2006, A First Course in Structural Equation Modeling, Lawrence Erlbaum Associates, USA.

Schiffman, Leon. G and Kanuk, Leslie Lazar. 2004. Consumer Behavior 8th edition. Pearson Prentice Hall.

Schmitt, John Sheridan. 2002. ProQuest Dissertations and Theses; Assessment of responsiveness to clinical change: Application to an ProQuest Nursing & Allied Health Source pg. n/a.

Seid, Michael, Lisa Opipari-Arrigan, Leticia Reyes Gelhard, James WVarni, Kimberly Driscoll. 2009. “Barriers to Care Questionnaire: Reliability, Validity, and Responsiveness to Change Among Parents of Children With Asthma”. Academic Pediatrics 9.2,

Stewart W. Mercera, Margaret Maxwellb, David Heaneyc and Graham C.M. Watta. 2008. The consultation and relational empathy (CARE) measure: development and preliminary validation and reliability of an empathy-based consultation process measure. Oxford Journals, Family Practice.Volume 21Issue 6.General Practice and Primary Care, Division of Community-based Sciences, University of Glasgow, Accepted June 17.

Wijanto, Setyo Hari. 2008. Structural Equation Modeling dengan LISREL 8.8 Konsep dan Tutorial. Yogyakarta: Graha Ilmu

William L. Roberts, Thompson, Ross Robinson, Simon Fraser. 2007. Empathy and Emotional Responsiveness in Delinquent and Non-delinquent Adolescents. University.Social Development.

Zahruli.2006. Pendekatan Mutu dan Kepuasan dalam Pelayanan Kesehatan.Medan : UNHAS

Zeithaml, V.A., Berry, L. L., & Parasuraman, A. 1996.The Behavioral Consequences of Service Quality.Journal of Marketing.

Zeithaml, Valarie A. and Bitner, Mary Jo. 2003. Service Marketing. McGraw Hill Inc, Int’l Edition, New York.


DOI: 10.24127/jm.v9i2.122

Article Metrics

Abstract view : 550 times
PDF - 1800 times

Refbacks

  • There are currently no refbacks.