PENGARUH KUALITAS PELAYANAN, LOKASI, HARGA DAN FASILITAS TERHADAP KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT UMUM DAERAH KOTA TANGERANG, BANTEN

Abstract

This study aims to determine whether there is influence of service quality (X1), location (X2), price (X3) and facility (X4) on inpatient satisfaction (Y). The population in this study were the patients of Tangerang City Regional General Hospital. The number of population used was 13326 with samples taken as many as 100 samples (inpatients) using Taro Yamane formula. Sampling technique used is Probability Sampling by sampling using Simple Random Sampling. Data collection techniques used in this study used primary data obtained through a questionnaire in the form of a questionnaire with a likert scale that has been tabulated in Microsoft Exel 2016 and calculated based on SPSS version 20.0, and secondary data obtained from literature studies.The analytical tool used consisted of simple correlation analysis and multiple linear regression analysis. The regression equation formed is Y = -1.151 + 0.284 (X1) +0.797 (X2) + 0.389 (X3) + -0.017 (X4). From the calculation that has been done, seen that the value of Adjust R Square is 0.907. It can be interpreted that service quality variables, location, price and facility have contribution influence to patient satisfaction variable equal to 90,7% while the rest is 9,3% influenced by other variables outside this research. Variable quality of service, location and price have a significant influence on patient satisfaction. While the facility variable has no significant effect. After doing research, it can be concluded also that the linear regression model used in this research feasible.