PENGARUH PROFESIONALISME, KUALITAS PELAYANAN, DAN PENGETAHUAN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING TERHADAP KOMPETENSI PEGAWAI PUSKESMAS PEMBANTU ( PUSTU ) DI DESA KARANGASEM REMBANG

Abstract

Employee performance greatly assist the company in achieving objectives in both the short and long term. Employee performance as the ultimate goal and the way various leaders to ensure that the activities of employees and output corresponding organizational objectives. This study aims to determine the effect of professionalism, service quality, and knowledge to the employees' competence in Karangasem Rembang health center with customer satisfaction as an intervening variable.
The population in this study were all patients at the health center in Karangasem Rembang. Samples taken as many as 100 patients. Based on the results of data analysis can be concluded that there is a significant positive influence between professionalism with proven customer satisfaction professionalism coefficient of 0.946 and 1,337 t count < t table 1,984467. There is a significant positive effect between service quality and customer satisfaction proven service quality coefficient values of 0.970 and 0.985 t count < t table 1,984467. There is a significant positive effect between loyalty to customer satisfaction demonstrated knowledge 0,000 t sig < 0,05. The coefficient of determination of 0.350, which means variations in customer satisfaction Pustu changes in Karangasem Rembang influenced professionalism, quality of service, knowledge by 35 % while the remaining 65 % influenced by other factors outside theresearch.
Keywords: professionalism, quality of service, knowledge, customer satisfaction