Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di UPTD Laboratorium Kesehatan Provinsi Jawa Barat
Abstract
This study aims to determine the effect of service quality on customer satisfaction at the UPTD Health Laboratory of West Java Province. The research method used is a quantitative research method with data collection techniques through observation, interviews, distributing questionnaires and conducting literature studies related to the subject matter. Based on the results of the research, the correlation value (R) of 0.693 means that the influence of Service Quality (variable X) on Customer Satisfaction (variable Y) at the UPTD Health Laboratory of West Java Province can be categorized as strong because it is in the range (0.600-0.799). The results of the simple linear regression analysis show that the coefficient of determination (R Square) is 0.481 or 48.1%, which means that customer satisfaction at the UPTD Health Laboratory of West Java Province is influenced by service quality by 48.1%. While the remaining 51.9% is influenced by other variables or factors outside of service quality.
Downloads
References
Azis, A. (2020). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan. Insight Management Journal, 25.
Anggriana, R., Qomariah, N., & Santoso, B. (2017). Pengaruh Harga, Promosi, Kualitas Layanan Terhadap Kepuasan Pelanggan Jasa Ojek Online “Om-Jek” Jember. JSMBI ( Jurnal Sains Manajemen Dan Bisnis Indonesia ), 7 no 2(2), 137–156.
Gultom, D. K., Ginting, P., & Sembiring, B. K. (2014). Pengaruh Bauran Pemasaran Jasa dan Kualitas Pelayanan Terhadap Mahasiswa Program Studi Manajemen Fakultas Ekonomi Universitas Muhammadiyah Sumatera Utara. Manajemen Dan Bisnis, 14(01), 21–33.
Haryanto, R. A. (2013). Strategi Promosi, Kualitas Produk, Kualitas Layanan Terhadap Kepuasan Pelanggan Pada Restoran Mcdonaldâ€TMS Manado. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 1(4), 1465–1473. https://doi.org/10.35794/emba.v1i4.2923
Handi, I. D. (2008). 10 Prinsip Kepuasan Pelanggan.Jakarta: PT Rajagrafindo Persada.
Supranto, J. (2006). Pengukuran Tingkat Kepuasan Pelangggan. Jakarta: PT. Asdi Mahasatya.
Jatra, I. M., & Utami, S. I. A. I. (2015). Pengaruh Kualitas Layanan Terhadap Keputusan Pelanggan Restoran Baruna Sarnur. E-Jurnal Manajemen Unud, Vol. 4, No. 7,2015 : 1984-2000, 4(7), 1984–2000.
Mardikawati, W. (2013). PENGARUH NILAI PELANGGAN DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN, MELALUI KEPUASAN PELANGGAN PADA PELANGGAN BUS EFISIENSI (Studi PO Efisiensi Jurusan Yogyakarta-Cilacap). Jurnal Administrasi Bisnis, 2(1), 64–75. https://doi.org/10.14710/jab.v2i1.5355
Nurhadi, N., & Azis, A. (2018). Pengaruh Kualitas Pelayanan Terhadap Kepercayaan Dan Kesetiaan Konsumen. Jurnal Economia, 14(1), 89. https://doi.org/10.21831/economia.v14i1.13130
Permana, M. V. (2013). PENINGKATAN KEPUASAN PELANGGAN MELALUI KUALITAS PRODUK DAN KUALITAS LAYANAN. Jurnal Dinamika Manajemen, 4(2), 115–131.
Rahman, A. (2017). Pengaruh Pelayanan Terhadap Kepuasan Pelanggan.
Sugiyono. (2012). Metode Penelitian Administrasi Dilengkapi Metode R&D . Bandung: Alfabeta.
Siregar, M. (2021).Hubungan Antara Kepercayaan Pelanggan Dengan Loyalitas Pelanggan Terhadap Online Shop. Jurnal Penelitian Pendidikan, Psikologi Dan Kesehatan (J-P3K), 2(1), 83–88.
Vieira, V. (2003). Managing services marketing: text and readings. Revista de Administração Contemporânea, 7(2), 215–218. https://doi.org/10.1590/s1415-65552003000200015
Copyright (c) 2021 Sheline Nurpadila Julipani, Zahwa Aulia Syafitri
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Jurnal allows anyone to compose, correct, and do derivative works, even for commercial purposes, as long as they credit for the original work. This license is the freest. It is recommended for maximum distribution and use of licensed material.
The submitted paper is assumed not to contain any proprietary materials that are not protected by patent rights or patent applications; The responsibility for technical content and protection of proprietary materials rests with the authors and their organizations and not the responsibility of journal or its editorial staff. The primary (first/appropriate) author is responsible for ensuring that the article has been viewed and approved by all other authors. The author's responsibility is to obtain all necessary copyright waivers to use any copyrighted material in the manuscript before submission.
Jurnal Pendidikan, Sains dan Teknologi allows the author(s) to hold the copyright without restrictions and allow the author(s) to retain publishing rights without restrictions. Jurnal Pendidikan, Sains dan Teknologi CC-BY-SA or an equivalent license as the optimal license for the publication, distribution, use, and reuse of scholarly work. Jurnal Pendidikan, Sains dan Teknologi allows the author(s) to hold the copyright without restrictions and allow the author(s) to retain publishing rights without restrictions. Jurnal Pendidikan, Sains dan Teknologi CC-BY-SA or an equivalent license as the optimal license for the publication, distribution, use, and reuse of scholarly work.
In developing strategy and setting priorities Jurnal Pendidikan, Sains dan Teknologi recognize that free access is better than priced access, libre access is better than free access, and libre under CC-BY-SA or the equivalent is better than libre under more restrictive open licenses. We should achieve what we can when we can. We should not delay achieving free in order to achieve libre, and we should not stop with free when we can achieve libre.
Jurnal Pendidikan, Sains dan Teknologi is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
You are free to:
- Share a copy and redistribute the material in any medium or format
- Adapt a remix, transform, and build upon the material for any purpose, even commercially.
- The licensor cannot revoke these freedoms as long as you follow the license terms.
