ANALISIS KEPUASAN KONSUMEN DI RUMAH SAKIT RAWAMANGUN JAKARTA TIMUR

  • Lania Muharsih
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Abstract

This study aims to analyze consumer satisfaction at Rawamangun Hospital in East Jakarta. The subjects in this study were 98 outpatients. The instrument used in this study was a scale of customer satisfaction that was compiled based on customer satisfaction factors according to Handi Irawan (2003) which included five factors namely product quality, price, service quality, emotional factors, and convenience. It also consist of 20 favorable items. The results of the reliability analysis showed that the scale of consumer satisfaction has a reliability coefficient of 0.809 which means that the scale of consumer satisfaction is reliable. The results showed that there were 46 people or 46.9% of subjects who had high customer satisfaction in the category, 45 people or 45.9% of subjects had consumer satisfaction in the medium category, and 7 people or 7.1% of subjects had consumer satisfaction in the category low. In addition, the main factor that causes customer satisfaction is the convenience factor which contributes 81.9% to consumer satisfaction. Keywords: Consumer Satisfaction, Rawamangun Hospital. Penelitian ini bertujuan untuk menganalisis kepuasan konsumen di Rumah Sakit Rawamangun Jakarta Timur. Subyek pada penelitian ini yaitu pasien rawat jalan yang berjumlah 98 orang. Instrumen yang digunakan dalam penelitian ini berupa skala kepuasan konsumen yang disusun berdasarkan faktor-faktor kepuasan konsumen menurut Handi Irawan (2003) yang meliputi lima faktor yaitu faktor kualitas produk, harga, kualitas pelayanan, faktor emosional, dan kemudahan serta terdiri dari 20 item favorable. Hasil analisis reliabilitas menunjukkan bahwa skala kepuasan konsumen memiliki koefisien reliabilitas sebesar 0,809 yang berarti skala kepuasan konsumen ini reliabel. Hasil penelitian menunjukkan bahwa terdapat 46 orang atau 46,9% subyek yang memiliki kepuasan konsumen pada kategori tinggi, 45 orang atau 45,9% subyek memiliki kepuasan konsumen pada kategori sedang, dan 7 orang atau 7,1% subyek memiliki kepuasan konsumen pada kategori rendah. Selain itu, faktor utama yang menimbulkan kepuasan konsumen adalah faktor kemudahan yang memberikan sumbangan sebesar 81,9% terhadap kepuasan konsumen. Kata Kunci: Kepuasan Konsumen, Rumah Sakit Rawamangun.

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APA

Lania Muharsih. (2020). ANALISIS KEPUASAN KONSUMEN DI RUMAH SAKIT RAWAMANGUN JAKARTA TIMUR. Psychopedia Jurnal Psikologi Universitas Buana Perjuangan Karawang, 5(1), 1–7. https://doi.org/10.36805/psychopedia.v5i1.1000

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