PENGARUH INFRASTRUKTUR FISIK TERHADAP OUTPUT SEKTOR INDUSTRI PENGOLAHAN DI INDONESIA

Wulan Anggraini, Istiqomah Istiqomah, Neni Widayaningsih, Sodik Dwi Purnomo

Abstract


Abstrak

Kepercayaan adalah hal terpenting dalam menjaga hubungan baik antara organisasi layanan dan pelanggan mereka. Kepercayaan pasien terhadap rumah sakit merupakan kunci utama kemajuan sebuah rumah sakit. Tujuan penelitian ini adalah untuk menganalisis dan menguji pengaruh kualitas pelayanan terhadap kepuasan dan kepercayaan di RS Sumberglagah Mojokerto. Hasil penelitian menunjukkan bahwa kualitas pelayanan masing-masing berpengaruh terhadap kepuasan dan kepercayaan, artinya kualitas pelayanan rumah sakit yang baik dapat meningkatkan kepuasan dan kepercayaan pasien dan keluarganya. Aspek empati yaitu kesediaan setiap petugas untuk memberikan perhatian pribadi (individu) kepada pasien dan keluarga pasien merupakan hal penting yang harus diperhatikan oleh rumah sakit untuk menciptakan pelayanan yang optimal. Pelayanan yang berorientasi komunikasi sangat membantu pasien dalam proses penyembuhan atau dapat menumbuhkan rasa percaya diri dan harapan untuk sembuh. Komunikasi ini akan membuat pasien dan keluarga pasien percaya untuk dirawat di rumah sakit ini

Kata Kunci: Kepercayaan, Kualitas Layanan, Kepuasan

 

Abstract

Trust is the most important thing in maintaining good relations between service organizations and their customers. Patient trust in the hospital is the main key to the progress of a hospital. The purpose of this study was to analyze and examine the effect of service quality on satisfaction and trust. The results showed that the quality of service each had an effect on satisfaction and trust, meaning that the quality of good hospital services could increase the satisfaction and trust of patients and their families at Sumberglagah Hospital, Mojokerto. The empathy aspect, namely the willingness of each officer to give personal (individual) attention to the patient and the patient's family, is an important thing that must be considered by the hospital to create optimal service. Communication-oriented services really help patients in the healing process or can foster self-confidence and hope for recovery. This communication will make a patient and the patient's family trust to be hospitalized at this hospital

Keywords: Service Quality, Satisfaction, Trust


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DOI: http://dx.doi.org/10.35906/je001.v10i1.680

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