ANALISIS KUALITAS PELAYANAN, PENGARUHNYA TERHADAP IMAGE

(Studi Pada Penderita Rawat Inap Rumah Sakit)

The study was undertaken with the rationale that service quality is an important aspect for organization leaders to consider, especially for service oriented organizations to satisfy their customer. Satisfying the customers provides the organization with a good corporate image. A good corporate image serves as an effective strategy in winning the competition with other businesses of the same type. Leading companies who wish to keep their status should always keep service quality mind. It has to be an absolute concern as the organization does not only have to face the competitors but also the customers who continuously change, vary, and are aware of their needs. Therefore, continuous enhancement of service quality has to be provided.

This study is aimed at 1) determining the service quality level of public hospital, form the patient perspective; 2) determining influence of service quality on corporate image. Service quality is measured in five dimensions know as servqual technique. The five dimensions serve as tangibility (x1), reliability (x2), responsiveness (x3), assurance (x4), empathy (x5

Dari tabel 5 diatas diketahui bahwa, jika diuji secara bersama-sama antara variabel-variabel kualitas pelayanan terhadap citra rumah sakit ternyata mempunyai nilai koefisien korelasi yang cukup tinggi sebesar 0.83 yang berarti terdapat hubungan yang sangat kuat antara variabel-variabel kualitas pelayanan terhadap citra rumah sakit dengan kontribusi pengaruhnya sebesar 66 % (Koefisien determinasi 0.66) dan nilai F hitung sebesar 26.035 dengan tingkat signifikansi (prob.) sebesar 0.000 (alfa 5 %=.05) yang berarti terdapat hubungan yang signifikan dan itu berarti hipotesis mayor yang menyatakan terdapat pengaruh antara variabel bukti langsung (X1), kehandalan (X2), daya tangap (X3), jaminan (X4) dan empati (X5) terhadap citra rumah sakit (Y) secara bersama-sama dinyatakan diterima.

4.1. Pada variabel bukti langsung (X1) diketahui r parsial 0.547, prob 0.000, b = .223, t hitung 5.342 serta kontribusi pengaruhnya terhadap citra rumah sakit sebesar 29.9 %.

Kotler Philip, (1995), “Manajemen Pemasaran, Analisis, Perencanan, Implementasi, Dan Pengendalian”, Salemba Empat, Jakarta.

2 Kondisi Tempat Tidur 2.4 4.7 0.51*

Some topics in this essay:
Pembahasan Dari, Sakit Pada, Enhancement Model, Wasisto1989 Disamping, Enius Cox, Pernyataan Elhaiammy, Menurut Parasuraman, Mauludin§ Abstract, Perusahaan Citra, METODE PENELITIAN, rumah sakit, citra rumah sakit, citra rumah, terhadap citra, terhadap citra rumah, pelayanan yang, kualitas pelayanan, cukup baik, bukti langsung, hal ini, daya tanggap, kontribusi pengaruhnya, variabel bukti langsung, pengaruhnya terhadap citra, kontribusi pengaruhnya terhadap,