Pengaruh Kualitas Pelayanan dan Biaya terhadap Kepuasan dan Loyalitas Pasien RSUD Kota Bogor

Adil, Adityawarman; Syamsun, Muhammad; Najib, Mukhamad

doi:10.18202/jam23026332.14.3.04

Cited by 14 publications

(15 citation statements)

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“…The availability of website and application services means that people do not need to come to the location to get queue numbers and in- visitor loyalty. This is in line with the research findings of Kasiri et al (2017) and Adil et al (2016), which state that service quality has a significant effect on service user loyalty. Service quality has an indirect effect on loyalty, greater than the direct effect of service quality on loyalty.…”

Section: Discussionsupporting

confidence: 91%

“…Research related to service quality on satisfaction and loyalty has previously been conducted by Ristanti et al (2011), Ashari et al (2013), Despriyatmoko et al (2016), and Adil et al (2016). The four of them want to know the dimensions of service quality that affect customer satisfaction and loyalty.…”

Section: Evaluation Of Service Quality and Innovation Of Bogor City Pmentioning

confidence: 99%

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Valuation of Service Quality and Innovation of Bogor City Public Service Mall

Surawijaya

Muljono

Najib

2021

JAM

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The purpose of this study was to determine the effect of service quality and innovation on visitor satisfaction and loyalty in Bogor City Public Service Mall. Another thing that also needs to be answered from this study is whether there is an effect of customer satisfaction on loyalty in using the services of the Bogor City Public Service Mall. This study used primary data that were collected via interviews and questionnaires distribution to 81 MPP Kota Bogor visitors who were selected by purposive sampling method. The analysis used in this research is modeling analysis using Structural Equation Modeling with the Partial Least Square (PLS) method. The results of this study indicate that service quality has a significant effect on visitor satisfaction and loyalty. Another result is that innovation has a significant effect on visitor satisfaction, but has no significant effect on visitor loyalty. This study also shows that visitor satisfaction has a significant effect on visitor loyalty. Further research is needed with a broader model to explain the diversity of satisfaction and loyalty variables. It is also necessary to conduct a study comparing the services in the Bogor City MPP with the services in the original institution in terms of the level of satisfaction and loyalty of the community.

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Section: Discussionsupporting

confidence: 91%

Section: Evaluation Of Service Quality and Innovation Of Bogor City Pmentioning

confidence: 99%

Valuation of Service Quality and Innovation of Bogor City Public Service Mall

Surawijaya

Muljono

Najib

2021

JAM

Self Cite

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“…Pihak RA yakin ketika kegiatan-kegiatan tersebut dilaksanakan secara optimal maka keinginan, kebutuhan, dan keluhan dari wali murid akan terpenuhi. Pemenuhan tersebut dipengaruhi oleh kualitas pelayanan dan biaya yang digunakan dalam menyelenggarakan pelayanan (Adil, 2016 (Makruf, 2017). Kuatnya kepemimpinan kepala RA akan berkontribusi terhadap peningkatan kinerja guru.…”

Section: Langkah Menciptakan Layanan Primaunclassified

Menciptakan Layanan Paud Yang Prima Melalui Penerapan Praktik Activity Based Costing

Wiyani¹

2020

Jur. Ilm. Kel. & Kons.

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Masalah keterbatasan anggaran dalam memenuhi kebutuhan konsumen di lembaga PAUD dapat diatasi dengan menerapkan praktik Activity Based Costing (ABC). Penelitian ini merupakan penelitian kualitatif yang bertujuan untuk mendeskripsikan langkah penerapan praktik ABC sebagai upaya untuk mengoptimalkan penyelenggaraan Pendidikan Anak Usia Dini (PAUD) di RA Masyithoh. RA Masyithoh dipilih dengan pertimbangan lembaga ini telah menerapkan praktik ABC dalam menciptakan layanan PAUD yang prima. Data dalam penelitian ini dikumpulkan dengan cara wawancara, observasi, dan dokumentasi kemudian dianalisis menggunakan teknik analisis data model Miles dan Huberman. Hasil penelitian menunjukkan ada lima langkah yang dilakukan dalam menciptakan layanan PAUD yang prima melalui praktik ABC. Pertama, mengidentifikasikan, mendefinisikan, serta mengelompokkan aktivitas. Kedua, melakukan penelusuran secara langsung terhadap aktivitas dan objek biaya. Ketiga, membebankan biaya ke kelompok biaya aktivitas. Keempat, menghitung tarif aktivitas. Kelima, menyusunan laporan. Kelima langkah tersebut mampu menciptakan layanan prima dan meningkatkan kepuasan konsumen dengan indikasi terjadi peningkatan jumlah siswa di setiap tahunnya, anggaran yang dibutuhkan untuk melaksanakan kegiatan PAUD dapat terpenuhi, dan secara kelembagaan RA Masyithoh mengalami perkembangan dengan didirikannya Taman Penitipan Anak dan Kelompok Bermain.

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“…According to Swastha, consumers' perceptions of the quality of a product can change along with changes in the cost. 16 Based on the results of research that has been done shows that service cost has no effect and do not have a significant relationship to patient satisfaction.…”

Section: Hospital Costmentioning

confidence: 99%

The Relationship of Hospital Cost, Service Quality and Patient Satisfaction

Arsita

Idris

2019

JIKM

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Customer satisfaction becomes very important to determine the success of service companies. One way to survive in the healthcare industry today is to create customer satisfaction through improved service quality. Hospital cost is an indicator for patients to utilize health services. This study aims to analyze the relationship of hospital cost and service quality with patient satisfaction. This study used analytic survey with a cross-sectional study design. The sample of this study is the general patient who used inpatient and outpatient installation of Bhayangkara Hospital in Palembang as many as 117 patients. The sampling technique used systematic random sampling. Analysis of statistical data used the t-test. The results showed that the quality of service has a significant relationship with patient satisfaction (p-value 0,001). While the hospital cost does not have a significant relationship with satisfaction patients (p-value 0,368). Service quality has relationship with patient satisfaction. The hospital should improve dimension of service quality in order to improve patient satisfaction. Keywords: Cost, service quality, patient satisfaction

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Pengaruh Kualitas Pelayanan dan Biaya terhadap Kepuasan dan Loyalitas Pasien RSUD Kota Bogor

Cited by 14 publications

References 0 publications

Valuation of Service Quality and Innovation of Bogor City Public Service Mall

Valuation of Service Quality and Innovation of Bogor City Public Service Mall

Menciptakan Layanan Paud Yang Prima Melalui Penerapan Praktik Activity Based Costing

The Relationship of Hospital Cost, Service Quality and Patient Satisfaction

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