Pengaruh People, Process, Dan Physical Evidence Terhadap Kepuasan Atas Pelayanan Pada Rumah Sakit Siti Rahmah Kota Padang

Sanjaya, Sigit; Yuliastanty, Susy

doi:10.31933/ujser.2.1.058-064.2017

Cited by 3 publications

(6 citation statements)

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“…Hospitals as service companies are very dependent on human resources. The results of this study were found to be in line with research conducted by Sanjaya & Yuliastanty (2017) who also found that the people factor was the most dominating factor that had a positive influence on patient satisfaction. Other studies that found a positive effect of people on patient satisfaction were also carried out by (Addo et al (2020); Putra et al (2022); Ravangard et al (2020); Woo & Choi (2021).…”

Section: Discussionsupporting

confidence: 90%

“…This finding is not in line with previous research (Chana et al, 2021;Edyansyah et al, 2019;Ginting, 2021;Ravangard et al, 2020;Saragih et al, 2018). However, the results of this study were in line with Sanjaya & Yuliastanty (2017), which also found no positive effect between process and patient satisfaction. These results indicate that a good process does not always have a positive impact on patient satisfaction.…”

Section: Discussionsupporting

confidence: 83%

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The Effect of People, Physical Evidence, Process and Price Fairness on Patient Satisfaction and Revisit Intention at the Xyz Hospital Polyclinic, Makassar City

Angelica,

Bernarto

2023

JMBI UNSRAT

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This study aims to determine the factors of patient satisfaction and the effect on revisit intention. The factors are people, physical evidence, process and price fairness. A written questionnaire is used in collecting respondent data. Total respondents obtained were 277 people. Convenience sampling method is used as a sampling method. The collected data were analyzed using PLS-SEM with SmartPLS software. The research results obtained are people, physical evidence and price fairness that have a positive effect on patient satisfaction. However, for the process variable it was found to have no positive effect on patient satisfaction. Patient satisfaction has a positive effect on revisit intention. The people factor is the most influential factor on patient satisfaction. Abstrak Penelitian ini bertujuan untuk mengetahui faktor kepuasan pasien dan pengaruhnya terhadap niat berkunjung kembali. Faktor tersebut adalah manusia, bukti fisik, proses dan keadilan harga. Kuesioner tertulis digunakan dalam mengumpulkan data responden. Total responden yang diperoleh adalah 277 orang. Metode convenience sampling digunakan sebagai metode pengambilan sampel. Data yang terkumpul dianalisis menggunakan PLS-SEM dengan perangkat lunak SmartPLS. Hasil penelitian yang diperoleh adalah people, physical evidence dan price fairness yang berpengaruh positif terhadap kepuasan pasien. Namun untuk variabel proses ditemukan tidak berpengaruh positif terhadap kepuasan pasien. Kepuasan pasien berpengaruh positif terhadap niat berkunjung kembali. Faktor people merupakan faktor yang paling berpengaruh terhadap kepuasan pasien

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Section: Discussionsupporting

confidence: 90%

Section: Discussionsupporting

confidence: 83%

The Effect of People, Physical Evidence, Process and Price Fairness on Patient Satisfaction and Revisit Intention at the Xyz Hospital Polyclinic, Makassar City

Angelica,

Bernarto

2023

JMBI UNSRAT

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“…Ketika layanan yang mereka rasakan sesuai dengan harapan, maka kondisi tersebut dapat membentuk kepuasan yang pada gilirannya berdampak pada loyalitas mereka dalam menggunakan layanan. Sebaliknya, ketidakmampuan bank dalam memenuhi harapan nasabah mendorong mereka untuk beralih ke bank lain yang mereka anggap lebih baik (Sanjaya & Pratiwi, 2018). Hal ini menjelaskan bahwa kepuasan dan loyalitas nasabah menjadi faktor kunci bagi keberlangsungan usaha lembaga keuangan bank termasuk bank syariah.…”

Section: Pendahuluanunclassified

“…Mereka berupaya mengungkapkan sejumlah faktor dalam menjelaskan perilaku nasabah dalam menggunakan bank tersebut. Loyalitas nasabah terhadap bank syariah dipengaruhi oleh kesadaran tentang pentingnya produk halal (Maulan, 2016), layanan karyawan (Sanjaya & Pratiwi, 2018). Penelitian lainnya seperti yang dilakukan oleh Suhartanto et al (2018) mengungkapkan bahwa loyalitas nasabah dipengaruhi oleh kepercayaan terhadap layanan yang diberikan.…”

Section: Pendahuluanunclassified

“…Berbeda dengan kedua peneliti tersebut, hasil kajian Chen & Liu (2017) mengungkapkan bahwa kendatipun physical evidence berpengaruh positif terhadap kepuasan, namun pengaruh tersebut tidak signifikan. Kajian empiris yang dilakukan oleh Sanjaya & Pratiwi (2018) dalam penelitian mereka juga mengungkapkan bahwa pyhsical evidence tidak berpengaruh terhadap loyalitas nasabah bank syariah.…”

Section: Pendahuluanunclassified

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Pengaruh Physical Evidence terhadap Loyalitas Nasabah Bank Syariah: Peran Kepuasan sebagai Variabel Pemediasi

Basyir

2020

emt

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This study analyzes the effect of physical evidence on customer satisfaction and loyalty of sharia banks in Banda Aceh. The sharia banks comprise Bank Aceh Syariah, BRI Syariah, BNI Syariah, Bank Mandiri Syariah, and Bank Danamon Syariah. Data gathering through distributing questionnaires to 250 customers who were determined by purposive sampling. Using multivariate statistical structural equation modeling (SEM) as a data analysis means, the study found that physical evidence has a positive effect on customer satisfaction and loyalty. The existence of customer satisfaction mediates the effect of physical evidence on customer loyalty. Keywords: Physical evidence, customer’s satisfaction, customer’s loyalty and structural equation modeling.

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Peningkatan Pelayanan Kepuasan Pelanggan Melalui Pelatihan Service Excellent Di PT Prima Karya Sarana Sejahtera Palembang

Dwi Hurriyati,

Nadila

2024

TEKIBA

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One of the biggest challenges in business in the global era is creating and maintaining satisfied and loyal customers. It is difficult for a company to survive in the long term without satisfied customers. Every company in the field of products and services has a different excellent service system. This research is aimed at finding out how efficient it is in helping the Excellent Service process. The methods used in the research are questionnaires, documentation and using the Androgogy development model. The results of this research show that there is efficiency in Service Excellent training, meaning that the learning process has demonstrated an understanding of the material. This is in line with the opinion of Edwin B. Flippo (Sukma, H.P 2018) that after employees are recruited, selected and appointed/introduced, they must then be developed to be more suited to the job and organization. This development includes training to increase general knowledge and understanding of the entire environment. Meanwhile, based on the assessment of superiors and subordinates, in this case the Service Excellent Training participants, changes in employee behavior after attending the training show that employees have experienced an increase in their behavior of helping others, self-integrity, mutual respect, professionalism at work, working together in teams, completing tasks on time, caring about colleagues and customers, and using greetings to colleagues, superiors and customers. The results of this assessment mean that the training carried out has had a positive effect on improving the behavior expected by the organization and it can be said that the training held has been effective.

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Pengaruh People, Process, Dan Physical Evidence Terhadap Kepuasan Atas Pelayanan Pada Rumah Sakit Siti Rahmah Kota Padang

Cited by 3 publications

References 0 publications

The Effect of People, Physical Evidence, Process and Price Fairness on Patient Satisfaction and Revisit Intention at the Xyz Hospital Polyclinic, Makassar City

The Effect of People, Physical Evidence, Process and Price Fairness on Patient Satisfaction and Revisit Intention at the Xyz Hospital Polyclinic, Makassar City

Pengaruh Physical Evidence terhadap Loyalitas Nasabah Bank Syariah: Peran Kepuasan sebagai Variabel Pemediasi

Peningkatan Pelayanan Kepuasan Pelanggan Melalui Pelatihan Service Excellent Di PT Prima Karya Sarana Sejahtera Palembang

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