ANALISIS PENGARUH TINGKAT KUALITAS PELAYANAN JASA PUSKESMAS TERHADAP KEPUASAN PASIEN (Studi kasus pada Puskesmas Kedung Mundu Semarang)

Abstract

This study was conducted to examine the effect of service quality levels on patient satisfaction health
center. The sample used in this study of 100 respondents. The method of sampling using purposive sampling.
Data analysis method used is quantitative analysis using validity and reliability test, classic assumption test, F
test, the coefficient of determination, t test and multiple regression analysis.
By using multiple regression analysis can be concluded that the direct evidence variable positive and
significant impact on customer satisfaction with the value of significance (P value) of 0.003 <0.05. While
reliability but not significant positive effect on customer satisfaction with the value of significance (P value)
amounted to 0.440> 0.05. Assurance but not significant positive effect on customer satisfaction with the value of
significance (P value) amounted to 0.164 <0.05. Responsiveness but not significant positive effect on customer
satisfaction with the value of significance (P value) amounted to 0.339> 0.05. For no empathy and no
significant positive effect on customer satisfaction with the value of significance (P value) amounted to 0.623>
0.05. Simultaneously direct evidence, reliability, assurance, responsiveness and empathy significantly influence
consumer satisfaction with F count equal to 11.186 with the number of significance (P value) of 0.000 <0.05.
The resulting coefficient of determination is 0.34, which means a 34 percent change in consumer satisfaction
variables explained by changes in variable direct evidence, reliability, assurance, responsiveness and empathy
together, while the remaining 66 percent is explained by other variables not included in the this research.
Keywords: direct evidence, reliability, assurance, responsiveness, empathy, Customer Satisfaction