ANALISIS FAKTOR-FAKTOR KUALITAS PELAYANAN YANG BERPENGARUH TERHADAP KEPUASAN PENGUNJUNG RAWAT INAP RUMAH SAKIT UMUM DAERAH BUTON SELATAN DENGAN REGRESI LOGISTIK BINER

Abstract

The purpose of this study is to analyze the quality of service factors that influence the visitor satisfaction of the South Buton Regional General Hospital. The results of the analysis show that the income and responsiveness variables affect visitor satisfaction, while the variables of sex, education, employment, marital status, age, physical evidence, reliability, assurance and empathy do not affect visitor satisfaction, by obtaining an odds ratio on income variables (X4) of 0.548 means that patients who have an income of more than Rp. 1,500,000 tend to be quite satisfied with hospital services compared to patients who have income of less than Rp. 1,500,000 and responsiveness variable (X9) of 0,638 means that patients who received good responsiveness from the hospital side tend to be quite satisfied with hospital services compared to patients who received poor responsiveness. The logistic regression model obtained is:
7,769 0,601 0,449
X
X
−
−
4
9
e
π
7,769 0,601 0,449
4
9
( )
1
X
X
x
e
−
−
=
+
 
where, if the patient's income is more than IDR 1,500,000 (1) and gets a response score of 12,19, then the chance of a respondent will feel satisfied with the quality of hospital services of 0,845. So it can be concluded that patients who have income of more than Rp. 1,500,000 and have
responsiveness scores of 12,19 are almost certainly satisfied with hospital services.
 
Keywords: Physical Evidence, Responsiveness, Emapti, Guarantee, Gender, Reliability, Satisfaction, Job, Income, Education, Binary Logistic Regression, Marital Status, Age.