Pengaruh TQM dan Kualitas Pelayanan Kesehatan terhadap Kepuasan Pasien serta Implikasinya kepada Kinerja Pegawai UPTD Puskesmas Jeumpa Kabupaten Bireuen

Zakaria Zakaria; Endang Syahriani

doi:10.63855/skt.v3i1.41

Penulis

Zakaria Zakaria Badan Narkotika Nasional Kabupaten Bireuen
Endang Syahriani Dosen Magister Manajemen FEB UNIKI Bireuen

DOI:

https://doi.org/10.63855/skt.v3i1.41

Abstrak

Research was conducted on UPTD patients at Jeumpa Public Health Center, Bireuen Regency with the aim of empirically analyzing the influence of TQM and health service quality on patient satisfaction and its implications for employee performance. Survey research using questionnaire instruments with associative quantitative methods. Respondents totaled 92 patients at a significance level of 5%. Results obtained: 1) There is a direct and indirect effect of TQM on patient satisfaction of 38.08%. 2) There is a direct and indirect influence of the quality of health services on patient satisfaction of 27.49%. 3) Simultaneously TQM and service quality contribute to patient satisfaction of 72.8%, 4) There is an influence of patient satisfaction on employee performance of 70.9%. 5) There is a direct and indirect influence of TQM on employee performance of 29.69%. 6) There is a direct and indirect influence of the quality of health services on employee performance of 31.27%. 7) Simultaneously the contribution of TQM and service quality to employee performance is 74.8%.

Unduhan

Data unduhan belum tersedia.

Referensi

Andre, F. dan Law T. Tjun. (2014). Pengaruh Total Quality Management (TQM) terhadap Kualitas Pelayanan dan Kepuasan Konsumen di Jurusan Akuntansi Fakultas Ekonomi Salah Satu Universitas di Bandung. Jurnal Akuntansi,6 (1):47 – 83

Aji Prabowo, S. (2018). Pengaruh Suasana Toko, Kualitas Pelayanan, Kepercayaan dan Persepsi Harga Terhadap Minat Beli Ulang Konsumen Mirota Kampus Godean. Jurnal Ekobis Dewantara 1(7).

Erri, D., & Arlin. (2017). Pengaruh Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Peserta BPJS Pada RS Hermina Daan Mogot Jakarta. Simposium Nasional Ilmu Pengetahuan Dan Teknologi, 1(1).

Gronroos, Christian. (1990). Services Management and Marketing: managing the moments of truth in service competition. Massachusetts: Lexington Book

Kerlinger (1996). Asas-asas Penelitian Behavioral. Yogyakarta: Yogyakarta: Gama Press

Lili Yuliani R. & M. Yusuf (2019). The Effect of Quality Service and Location on Patient Satisfaction Implications Are on Loyalty of Pathway Patients District (Case Study at Bireuen Medical Center Hospital Bireuen), Jurnal Kebangsaan, 8(16): 1-9, Juli - Desember 2019

Lupiyoadi R. (2016). Manajemen Pemasaran Jasa Berbasis Kompetensi. Jakarta: Salemba. Empat.

Marwan, Win Konadi, Kamaruddin, Ibrahim Sufi, Yusrizal Akmal (2023). Analisis Jalur Dan Aplikasi Spss Versi 25, Edisi Kedua, Medan: Kreasi

Paul, J. (2015). Management in The Public Sector. Routledge Taylor & Francis Grup London and New York

Purnomo, Hari. (2002). Pengukuran kualitas pelanggan. Yogyakarta: Penerbit Graha Ilmu

Rizkan A. & Konadi W., Musrizal (2023). Analisis Kepuasan Pasien berdasarkan aspek Kualitas Pelayanan dan Komunikasi Interpersonal (Studi pada Pasien RSUD Datu Beru Takengon Aceh Tengah), indOmera, 4(8): 88-87, e-ISSN:2721-382X, DOI: 10.55178/idm.v4i8.419

Samsir dkk. (2014). Strategi Orientasi Pasar, Inovasi dan Orientasi Pembelajaran Pengaruhnya Terhadap Kinerja Usaha Serta Dampaknya Terhadap Keunggulan Bersaing. (Studi Pada Industri Jasa Salon Kecantikan dan SPA di Kota Pekan Baru)”. Journal fakultas ekonomi.Vol.2. No.5. pp. 10-20

Syaifullah, & Mira. (2018). Pengaruh Citra Merek dan Kualitas Pelayanan terhadap Kepuasan Nasabah PT Pegadaian Batam. 6(2).

Win Konadi dan Syahniar (2021). Pengaruh Kualitas Pelayanan Administrasi, Sarana Prasarana, dan Perilaku Pegawai Terhadap Kepuasan Masyarakat Pemohon E-Ktp dan Akte Kelahiran pada Dinas Kependudukan dan Cacatan Sipil Kabupaten Bireuen, indomera journal, 2(3): 1-11