_(2).jpg)
Kajian Kualitas Layanan Rumah Sakit terhadap Kepuasan Pengguna Jasa Keluarga Miskin (Gakin) dan Keluarga tidak Miskin (Non Gakin) di Sulawesi Tengah
Abstract
Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh variabek kualitas layanan yaitu reability, responsiveness, assurance, emphaty dan tangible terhadap kepuasan pengguna jasa keluarga miskin (Gakin) dan Non Keluarga Miskin (Gakin) pada rumah sakit di Sulawesi tengah, untuk mengetahui dan menganalisis variabel kualitas layanan yang paling berpengaruh dominan terhadap kepuasan pengguna jasa keluarga miskin (Gakin) dan Non Gakin, mengetahui dan menganalisis perbedaan kualitas pelayanan rumah sakit pada keluarga miskin (Gakin) dan Non Gakin, serta untuk mengetahui dan menganalisis tingkat pelayanan rumah sakit berdasarkan Index Kepuasan Masyarakat. Metode analisis yang digunakan adalah analisis deskriptif, analisis uji beda, analisis jalur (Path Analisys) dengan software AMOS 4, dan analisis IKM dengan menggunakan Kepmenpan N0.24 tahun 2004. Hasil analisis menunjukkan bahwa seluruh dimensi kulitas layanan rumah sakit yaitu reliability (x1), Responsiceness (X2), assurance (x3), emphaty (X4), tangible (X5) berpengaruh secara serempak terhadap kepuasan pengguna jasa (baik) pelayanan rumah sakit sampel di Sulawesi Tengah. Koofisien determinasi total yang megnggambarkan besarnya pengruh total dimensi kualitas layanan terhadap kepuasan pengguna jasa layanan rumah sakit adalah 51% sednagkan 49% dipengaruhi oleh variabel lain yang tidak dianalisa dalam model ini. Dimensi responsiveness memiliki pengaruh dominan terhadap kepuasan pengguna jasa layanan rumah sakit yaitu emphaty (X4), tangible (X5) menunjukkan perbedaan kualitas layanan antara responden Gakin dan Non Gakin, sedangkan untuk dimensi reliability (x1), Responsiceness (X2), assurance (x3), tidak menunjukkan adanya perbedaan kualitas layanan antara responden Gakin dan Non Gakin.
Berdasarkan unsur-unsur kualitas layanan Indeks Kepuasan Masayarakat (IKM) umumnya kualitas layanan jasa rumah sakit menunjukkan nila rata-rata yang tergolong sedang.
Kata Kunci : Kualitas Layanan
Full Text:
PDF (Bahasa Indonesia)References
Al Rasyid, Harun, 1994, Teknik Penarikan Sampel Dan Penyusunan Skala, Program Pasca Sarjana Universitas Padjajaran, Bandung.
Andaleeb, SS & Basu Ak, 1994, Technical COmpexcity and Consuemr Knowledge as Moderator of Service Quality Evaluation in Outomobile Service Industri, Journal of Retailing. 70 (4) 367-381.
Arikunto, Suharsimi, 1998. Prosedur Penelitian, Suatu pendekatan praktek, edisi revisi IV, peneribit Rineka Cipta.
Azwar, Syaifuddin, 2001. Metode Penelitian, Penerbit Pustaka Pelajar, Yogyakarta.
Blanton, Godfrey and Edward G Kammerer, Service Quality vs Manufacturing Quality.Five myths Exploded. TP
Bonser CF, 1992, Total Quality Education, Journal Public Administration Review, sept/oct Vol. 52 (s) 504-512.
Bossert James L, 1991 Quality Function Deployment: A Practioner’s approach, Milwauke, Wilconsin: ASQC Quality Press.
Chen, Chuen Lung and Stanley F Bullungton, 1999, Development of a strategic research plan for academic department through the use of QFD. Journal of Computer and Industrial Engineering 25. (49-52).
Choen, Lou, 1995, Quality Funtion Deploymeny; How Make QFD work for you, Addison Wesley Publishing Company USA.
Cortada, James W, 1996, Total quality Management, terjemahan, Penerbit Andi, Yogyakarta.
Cronin, Joseph J and SA Taylor, measuring Service Quality : Reexamination and Externtion, Journal of Marketing, July, Vol (56).
Dale, BG and DM. Lascelles, JJ Olunket, 1990. Managing Quality, NY : Philip allan.
Edvarsdsson, Thommason, B & Ovretveit J, 1994, Quality of Service : Making it Really workI, Cambridge : McGraw Hill International Limited, UK.
Ermer, Donald S, 1999, Using QFD Become An Educational Experience For Students And Faculty, Journal of Quality Progress, 28, (131-136).
Fitzsimmons dan Fitzsimmons (2001), Service Management: Operation, Strategy and Information Technology, McGraw-Hill, International Edition, New Yowk, p-44.
Fitzsimmons JA & Fitzsimmons MJ (1994) Service Management for Competitive Advantage. McGraw Hill, Singapore.
Gaspersz, Vincent, 1997, Manajement Kualitas Dalam Industri Jasa, Penerbit PT. Gramedia Pustaka Utama.
Gaspersz, Vincent, 1997, Membangun Tujuh kebiasaan Kualitas, penerbit PT. Gramedia Pustaka Utama.
Gaspersz, Vincent, 2001, Total Quality Management, Penerbit PT. Gramedia Pustaka Utama.
Guinta, LR and Praizler NC, 1993, The QFD Book, AMACOM Books, New York.
Hardjoseodarmo, 1996, Bacaan Terpilih Tentang TQM, Penerbit Andi Offset, Yogyakarta.
Haug, Peter and Ken S Kelemen August, 1996, Introduction Of TQM in to The Process Teaching Management : A Discussion Of Initial Application, Journal of Management, vol 20 no.3
Hauser JR and D. Clausing 1998, The House of Quality, Harvard Business Review, May-Juni.
Hebert JF, Dellane SA, Bass, EB (1995) TQM in the Business School, Quality Progress, January, 25-27.
Heizer, Jay and Barry Render, 2001, Operations Management, sixth edition, Prentice Hall, New Jersey, USA.
Hermawanto, 2001, Materi Kuliah Manajemen Operasional, Program Pasca Sarjana Universitas Airlangga.
Hunter MR and RD Van Landingham, 1994, Listening To The Customer Using QFD, Journal Quality Progress 27 (April)55-59.
Kim, Kwang Jae dan, Jong Seok Shin, 2000, Effect And Choice Of Wighting in QFD, Journal of Engineering Quality 12 (3).
Kotler, Philip, 1997, Manajemen Pemasaran : Analisis Perencanaan Implemenatsi an Kontrol, Terjemahan, Penerbit Preshallindo, Jakarta.
Nasution, 2001, Manajemen Mutu Terpadu, Penerbit Ghalia Indonesia, Jakarta.
Noori, Hamid and Russel Radford, 1995, Production And Operation Management: Total Quality And Responsiveness, International Edition. Mc Graw Hill Inc.
Ouyang, Sheng at al, 2000, Quality Function Deployment, Departement of Computer Science University of Calgary, Canada. www.uc.calgary.ca
Parasuraman.A, Barry,LL & Zeithaml, 1988. Reassessment Of Expactions As Acomparison Standard In Measuring Service Quality : Implication For Future Research, Journal of Marketing, 58 (1) 111-124.
Parasuraman.A, Barry,LL & Zeithaml, 1988. Reassessment Of Expactions As Acomparison Standard In Measuring Service Quality : Implication For Future Research, Journal of Marketing, 58 (1) 111-124.
Rakhmad, Jalauddin, 1999, Metode Penelitian Komuniasi, Penerbit Remdja Rosdakarya, Bandung.
Sekaran, Uma, 1992, Research Method For Bussiness : A Skill Building Approach, Second Edition, John Wiley & Son Inc, New York.
Sitepu, Nirwana K, 1994, Analisis Jalur, UPT jurusan Statistik, Universitas Padjajawan, Bandung.
Sugiyono, 1999, Metode Penelitian Bisnis, penerbit CV. Alfabeta, Bandung
Tjiptono, Fandi 1997, Manajemen Jasa, Penerbit Andi, Yogyakarta.
Tjiptono, Fandi dan Antasia Diana, 2001, Total Quality Management, Penerbit Andi, Yogyakarta
DOI: https://doi.org/10.29313/performa.v0i1.2380
Refbacks
- There are currently no refbacks.
Copyright (c) 2017 Jurnal Manajemen dan Bisnis: Performa
Jurnal manajemen dan bisnis (Performa) diindeks oleh:
Alamat Redaksi:
Jl. Tamansari 1, Bandung 40116, Jawa Barat, (022) 4203368 pes. 210, (022) 4264064. jmb.performa@gmail.com / jmb.performa@unisba.ac.id
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. ISSN 1829-8680 | E-ISSN 2599-0039