MEMBANGUN LOYALITAS PASIEN DENGAN PENANGANAN KOMPLAIN DALAM MEWUJUDKAN MUTU PELAYANAN DI RSUD SURAKARTA

Purwito Kesdu AC(1*) , Joko Sekti Riyadi(2)


(1) 
(2) STIE AUB SURAKARTA
(*) Corresponding Author

Abstract


Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan, penanganan komplain terhadap kepuasan dan dampaknya pada perilaku pasien di RSUD Surakarta. Pengambilan sampel dalam  penelitian ini dengan menggunakan teknik Random sampling. Jumlah sampel yang diambil dalam   penelitian   ini   adalah   sebanyak 85 responden   yang   merupakan pasien RSUD Surakarta. Alat analisis yang dipakai adalah uji instrumen penelitian, u  ji linearitas, analisis jalur dan regresi dengan uji t, uji F dan Uji R2. Hasil Uji t menunjukkan bahwa kualitas pelayanan, penanganan komplain berpengaruh positif signifikan terhadap kepuasan pasien. Dan kualitas pelayanan, penanganan komplain dan kepuasan berpengaruh positif signifikan terhadap loyalitas pasien. Hasil pengaruh langsung dan tidak langsung dapat disimpulkan bahwa variabel kepuasan sebagai variabel intervening kualitas pelayanan dan penanganan komplain adalah tidak efektif, dan lebih efektif kualitas pelayanan dan penanganan komplain berpengaruh secara langsung terhadap loyalitas pasien RSUD Surakarta. Sedangkan untuk Jalur langsung kualitas pelayanan terhadap loyalitas merupakan jalur yang paling dominan dan paling efektif meningkatkan loyalitas, karena mempunyai nilai koefisien regresi yang paling tinggi.


Keywords


kualitas pelayanan; penanganan komplain; kepuasan dan loyalitas

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DOI: https://doi.org/10.36587/probank.v4i1.451

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