ANALISA PENGARUH PENILAIAN PASIEN ATAS DIMENSI KUALITAS JASA TERHADAP CITRA RAWAT INAP (KELAS I, II, III) RUMAH SAKIT UMUM HAJI SURABAYA

Wiwik Retnaningsih

doi:10.30996/die.v5i4.82

Authors

Wiwik Retnaningsih Dosen DPK Fakultas Ekonomi Universitas 17 Agustus 1945 Surabaya

DOI:

https://doi.org/10.30996/die.v5i4.82

Abstract

This research intends to recognize Service Quality Dimension implemented by RSU Haji SurabayaÂ on Image of RSU Haji Surabaya . Analysis unit taken in this research are patients who using Stay-In Service (class I, II, III).

Â Â Â Â Â Â Â Â Â Â Â Independent variables used in this research are Service Quality Dimension variable adapted from Charles W. Lamb, Joseph F. Hair, Carl are tangibles, empathy, assurance, responsiveness, reliability (2001:208). While dependent variable used Stay-In Service Image (Class I, II, III) RSU Haji Surabaya Â adapted from Philip Kotler statement (1997:208) comprise set of convince, idea, and impression owned by one against an object.

Â Â Â Â Â Â Â Â Â Â Â Instrument used to helping data analysis are SPSS Version 11 for Windows. While analysis technique used is Multiple Linear Regression analysis technique get along with correlation coefficient analysis with F-test and t-test.

Â Â Â Â Â Â Â Â Â Â Â Base on result of the analysis above, obtained simultaneous determination coefficient value or Adjusted R_Square around 0,524 which give mean that independent variable effect on Stay-In Service Image (Class I, II, III) variables changes of RSU Haji SurabayaÂ are 52,4%. Correlation coefficient value Â® 85,1% or approaching one mean there is significant value between independent variable against dependent variable are very relevant and positive (either simultaneous determination coefficient or correlation coefficient). Value F_calculation namely 13.346 larger than value F_table 2.31 then can be stated that independent variable simultaneously have effect on dependent variable that is Stay-In Service Image (Class I, II, III) of RSU Haji Surabaya . Ground on value of t_calculation gained from each independent variables are X₁ = 2.108, X₂ = 3.306, X₃ = 1.056, X₄ = 4.519, and X₅= 2.156, overall larger than value of t_table = 1.6609 with a = 5% then can be stated that respective independent variable partially have effect on dependent variable that is Stay-In Service Image (Class I, II, III) of RSU Haji Surabaya . Reliability variable as independent variable have biggest value among four independent variables = 11, 245. While multiple area test using there are nothing independent variable which have most dominant on Stay-In Service Image (Class I, II, III) of RSU Haji Surabaya .

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Keywords : Â Â Â patient assessment, service quality dimension and stay-in service imageÂ

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