PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN PUSKESMAS TUNTANG KABUPATEN SEMARANG

Abstract

The study was done to determine the affect of reliability, responsiveness,
assurance, empathy and tangibles either individually or together towards patient
satisfaction. The data that obtained to be processed using descriptive analysis and
quantitative statistical analysis. Quantitative analysis used regression analysis to know
the affect of variable independent towards variable dependent, but before the
regression is done, formerly mentioned do the validity test and reliability test also
settlement test. The result of regression analysis indicate that reliability, responsiveness,
assurance, empathy and tangibles give the affect to patient satisfaction really with
correlation product moment is positive, this case indicates that increasing reliability,
responsiveness, assurance, empathy and tangibles will be followed increasing patient
satisfaction, so as well on the contrary. The result of regression analysis test indicated
that value of F is significant, with correlation as big as 0,813. This case indicates that
reliability, responsiveness, assurance, empathy and tangibles give affect really towards
performance employee according to together with the connection tightness as big as
81,3%.The conclusion that be obtained in this study indicated that to increasing patient
satisfaction, it is necessary to increased reliability, responsiveness, assurance, empathy
and tangibles.