PengaruhKualitas Pelayanan TerhadapKepuasan Masyarakat Di Wilayah Kerja Puskemas Nanti Agung
(Kecamatan Tebat Karai Kabupaten Kepahiang)
Dublin Core
Title
PengaruhKualitas Pelayanan TerhadapKepuasan Masyarakat Di Wilayah Kerja Puskemas Nanti Agung
(Kecamatan Tebat Karai Kabupaten Kepahiang)
(Kecamatan Tebat Karai Kabupaten Kepahiang)
Description
ABSTRACT
This study aims to determine the effect of service quality on community satisfaction at the
Nanti Agung Public Health Center, Tebat Karai District, Kepahiang Regency. Either
partially or simultaneously. There are several that are discussed in this study, including
service quality and community satisfaction. This type of research is a quantitative descriptive
study, the object of this research is the community around the Nanti Agung Health Center,
precisely in the village of later agung, Karang Tengah village and Sinar Gunung village. The
sampling method is a non-probability technique, namely the accidental sampling technique.
The number of respondents in this study were 110 people. Methods of data collection using a
questionnaire. By using data analysis techniques using Simple Linear Regression Analysis
Test, and Hypothesis Testing, namely the t test
The results of this study can be concluded that the variable quality of service at the
Puskesmas later Agung has a positive and significant effect on community satisfaction. This
means that if the quality of service increases, the satisfaction of the community will also
increase and vice versa if the quality of service decreases, the satisfaction of the community
will also decrease, for example, with adequate supporting quality, it will certainly be very
good for people who come to the health center maintained and even improved so that in the
future the service quality of this health center will be even better. And if the community gets
good quality, then this will be an experience for them and share that experience with other
communities.
Keywords: Service Quality, Community Satisfaction
This study aims to determine the effect of service quality on community satisfaction at the
Nanti Agung Public Health Center, Tebat Karai District, Kepahiang Regency. Either
partially or simultaneously. There are several that are discussed in this study, including
service quality and community satisfaction. This type of research is a quantitative descriptive
study, the object of this research is the community around the Nanti Agung Health Center,
precisely in the village of later agung, Karang Tengah village and Sinar Gunung village. The
sampling method is a non-probability technique, namely the accidental sampling technique.
The number of respondents in this study were 110 people. Methods of data collection using a
questionnaire. By using data analysis techniques using Simple Linear Regression Analysis
Test, and Hypothesis Testing, namely the t test
The results of this study can be concluded that the variable quality of service at the
Puskesmas later Agung has a positive and significant effect on community satisfaction. This
means that if the quality of service increases, the satisfaction of the community will also
increase and vice versa if the quality of service decreases, the satisfaction of the community
will also decrease, for example, with adequate supporting quality, it will certainly be very
good for people who come to the health center maintained and even improved so that in the
future the service quality of this health center will be even better. And if the community gets
good quality, then this will be an experience for them and share that experience with other
communities.
Keywords: Service Quality, Community Satisfaction
Creator
Sri Ekowati
Onsardi
Taupik Bustami
Source
Program Studi Manajemen
Publisher
UPT Perpustakaan
Date
04/02/2022
Contributor
Universitas Muhamamdiyah Bengkulu
Rights
Universitas Muhamamdiyah Bengkulu
Language
Bahasa Indonesia
Identifier
DAFTAR PUSTAKA
Aini, Yulfita dan Efi Andari. 2016. Analisis Kualitas Pelayanan Terhadap Kepuasan Pasien
Berobat di Puskesmas Pembantu Desa Pasir Utama. Jurnal: Universitas Pasir
Pangaraian
Christoper Lovelock & Lauren K Wright.2007. Manajemen Pemasaran Jasa, PT. Indeks,
Indonesia
Eliza, Yuliana.2015. Analisis Kepuasan Masyarakat Atas Kualitas Pelayanan Kantor
Kecamatan Siberut Selatan Kabupaten Kepulawan Mentawai. Jurnal.Padang:
Sekolah Tinggi Ilmu Perdaganan Padang.
Fandy,Tjiptono dan Gregorius 2011. Service Management Mewujudkan Layanan Prima.Edisi
2.Yogyakarta: Andi
Hermawan, Wawan, dkk. 2016. Analisis Kepuasan Masyarakat Terhadap Kualitas
Pelayanan Dalam Pendaftaran Tanah Pertama Kali Pada Kantor Pertanahan
Kabupaten Bogor. Jurnal. Bogor: Institut Pertanian Bogor.
Kotler, Philip.1997.Manajemen Pemasaran.Jakarta:PT.Pernharlindo
Kotler, Philip.2000.Manajemen Pemasaran.Jakarta: Bumi Aksara
9
Kotler, Philip.2000. Marceting Management.( Edisi Indonesia Oleh Hendra Teguh, Ronny
dan Bejamin Molan). Pt Indeks: Jakarta
Kotler, Philip. Dan Armstrong, Gary, 2001. Prinsip-prinsip Pemasaran, Erlangga. Jakarta
Kotler, Philip.2009, Manajemen Pemasaran, Jilid 1, Edisi 11, Pernharlindo
Jakarta
Kotler, Philip.2002. Manajemen Pemasaran 1. Millineoum.Ed Jakarta: Pt Pernharlindo
Kotler, Philip Dan Amstrong.2005.Dasar-Dasar Pemasaran.Jakarta:.Pernharlindo
Putra, Dhion Gama dkk.2018. Pengaruh Kualitas Pelayanan Terhadap Kepuasan
Masyarakat. Jurnal. Malang: Universitas Brawijaya Malang.
Parasuraman, et, al, 2005, “Hubungan Kualitas Layanan Online dan Kepuasan
Pelanggan “Sebuah Belajar di Internet Banking, Departemen Bisnis
Administrasi dan Ilmu Social Divisi Pemasaran Industri dan e-commerce,
Lulea University Of Tecnology.
Pasolong, Harbani. (2008) Penerapan The New Public Service (NPS) dan New Public
Management (NPM), Makassar.
Pasolong, Harbani. (2007) Pembangunan Sumber Daya Manusia: Perspektif Administrasi
Publik, Jurnal Administrasi Negara STIA-LAN.
Rondonuwu, D. Priscilla. 2013.Kualitas Produk, Harga dan Kualitas Layanan
Pengaruhnya Terhadap Kepuasan Konsumen Pengguna Mobil Nissan March Pada PT.
Wahana Wirawan Manado. Jurnal EMBA,Vol. 1, No. 4, Desember 2013, hal 718-
728.
Supranto, J. 2011. Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikkan Pangsa
Pasar,Cetakan keempat, Penerbit PT Rineka Cipta, Jakarta.
Tjiptono, Fandy, dan Chandra, Gregorius. (2005) Service, Quality, and Satisfaction. Penerbit
Andi,Yogyakarta.
Tjiptono, Fandy. (2004) Manajemen Jasa. Penerbit Andi, Yogyakarta.
Rezha, Fahmi, dkk. 2011. Analisis Pengaruh Kualitas Pelayanan Publik Terhadap
KepuasanMasyarakat. Jurnal. Malang: Universitas Brawijaya Malang.
Setyowati, Erni, dan Wiyadi. 2016 Pengaruh, Kualitas, Pelayanan, Harga, dan Citra Merek
Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelangan Sebagai Variabel
Pemediasi. Jurnal; Universitas Muhamadiyah Surakarta
Sugiono. 2011. Metode Penelitian Kuantitatif dan Kualitatif. Bandung, Alpabeta
Sugiono, 2014. Metode Penelitian Kuantittif, Kualitatif, dan R&D. Cv. Alvabeta. Bandung
Tjiptono, Fandy. 2004. Manajemen Jasa. Penerbit Andi, Yokyakarta
10
Tjiptono, 2004. Total Quality Management, Yogyakatra, Andi Offset
Tjiptono, F & Chandra. G.2005. Service, Quality & Satispafaction. Yogyakarta, Andi
Zeithamls, A. Parasuraman Dan Leonar I Berry. 2003. Delivery Quality Service; Balancing
Csustomer Perseptions Dan Expectations. New York; free pres
Aini, Yulfita dan Efi Andari. 2016. Analisis Kualitas Pelayanan Terhadap Kepuasan Pasien
Berobat di Puskesmas Pembantu Desa Pasir Utama. Jurnal: Universitas Pasir
Pangaraian
Christoper Lovelock & Lauren K Wright.2007. Manajemen Pemasaran Jasa, PT. Indeks,
Indonesia
Eliza, Yuliana.2015. Analisis Kepuasan Masyarakat Atas Kualitas Pelayanan Kantor
Kecamatan Siberut Selatan Kabupaten Kepulawan Mentawai. Jurnal.Padang:
Sekolah Tinggi Ilmu Perdaganan Padang.
Fandy,Tjiptono dan Gregorius 2011. Service Management Mewujudkan Layanan Prima.Edisi
2.Yogyakarta: Andi
Hermawan, Wawan, dkk. 2016. Analisis Kepuasan Masyarakat Terhadap Kualitas
Pelayanan Dalam Pendaftaran Tanah Pertama Kali Pada Kantor Pertanahan
Kabupaten Bogor. Jurnal. Bogor: Institut Pertanian Bogor.
Kotler, Philip.1997.Manajemen Pemasaran.Jakarta:PT.Pernharlindo
Kotler, Philip.2000.Manajemen Pemasaran.Jakarta: Bumi Aksara
9
Kotler, Philip.2000. Marceting Management.( Edisi Indonesia Oleh Hendra Teguh, Ronny
dan Bejamin Molan). Pt Indeks: Jakarta
Kotler, Philip. Dan Armstrong, Gary, 2001. Prinsip-prinsip Pemasaran, Erlangga. Jakarta
Kotler, Philip.2009, Manajemen Pemasaran, Jilid 1, Edisi 11, Pernharlindo
Jakarta
Kotler, Philip.2002. Manajemen Pemasaran 1. Millineoum.Ed Jakarta: Pt Pernharlindo
Kotler, Philip Dan Amstrong.2005.Dasar-Dasar Pemasaran.Jakarta:.Pernharlindo
Putra, Dhion Gama dkk.2018. Pengaruh Kualitas Pelayanan Terhadap Kepuasan
Masyarakat. Jurnal. Malang: Universitas Brawijaya Malang.
Parasuraman, et, al, 2005, “Hubungan Kualitas Layanan Online dan Kepuasan
Pelanggan “Sebuah Belajar di Internet Banking, Departemen Bisnis
Administrasi dan Ilmu Social Divisi Pemasaran Industri dan e-commerce,
Lulea University Of Tecnology.
Pasolong, Harbani. (2008) Penerapan The New Public Service (NPS) dan New Public
Management (NPM), Makassar.
Pasolong, Harbani. (2007) Pembangunan Sumber Daya Manusia: Perspektif Administrasi
Publik, Jurnal Administrasi Negara STIA-LAN.
Rondonuwu, D. Priscilla. 2013.Kualitas Produk, Harga dan Kualitas Layanan
Pengaruhnya Terhadap Kepuasan Konsumen Pengguna Mobil Nissan March Pada PT.
Wahana Wirawan Manado. Jurnal EMBA,Vol. 1, No. 4, Desember 2013, hal 718-
728.
Supranto, J. 2011. Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikkan Pangsa
Pasar,Cetakan keempat, Penerbit PT Rineka Cipta, Jakarta.
Tjiptono, Fandy, dan Chandra, Gregorius. (2005) Service, Quality, and Satisfaction. Penerbit
Andi,Yogyakarta.
Tjiptono, Fandy. (2004) Manajemen Jasa. Penerbit Andi, Yogyakarta.
Rezha, Fahmi, dkk. 2011. Analisis Pengaruh Kualitas Pelayanan Publik Terhadap
KepuasanMasyarakat. Jurnal. Malang: Universitas Brawijaya Malang.
Setyowati, Erni, dan Wiyadi. 2016 Pengaruh, Kualitas, Pelayanan, Harga, dan Citra Merek
Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelangan Sebagai Variabel
Pemediasi. Jurnal; Universitas Muhamadiyah Surakarta
Sugiono. 2011. Metode Penelitian Kuantitatif dan Kualitatif. Bandung, Alpabeta
Sugiono, 2014. Metode Penelitian Kuantittif, Kualitatif, dan R&D. Cv. Alvabeta. Bandung
Tjiptono, Fandy. 2004. Manajemen Jasa. Penerbit Andi, Yokyakarta
10
Tjiptono, 2004. Total Quality Management, Yogyakatra, Andi Offset
Tjiptono, F & Chandra. G.2005. Service, Quality & Satispafaction. Yogyakarta, Andi
Zeithamls, A. Parasuraman Dan Leonar I Berry. 2003. Delivery Quality Service; Balancing
Csustomer Perseptions Dan Expectations. New York; free pres
Collection
Citation
Sri Ekowati, Onsardi, and Taupik Bustami, “PengaruhKualitas Pelayanan TerhadapKepuasan Masyarakat Di Wilayah Kerja Puskemas Nanti Agung
(Kecamatan Tebat Karai Kabupaten Kepahiang),” Repository Universitas Muhammadiyah Bengkulu, accessed April 28, 2024, http://repo.umb.ac.id/items/show/2721.
(Kecamatan Tebat Karai Kabupaten Kepahiang),” Repository Universitas Muhammadiyah Bengkulu, accessed April 28, 2024, http://repo.umb.ac.id/items/show/2721.