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Path: Top > Tugas Akhir - D3 > 2017 > Jurusan Administrasi Niaga > Program Studi Manajemen Pemasaran > 2018

Analisa Persepsi Kualitas Layanan Berdasarkan Karakteristik Demografi Pasien Laboratorium e-Labs TelkoMedika

Analysis of Service Quality Perception Based On Patient Demography Laboratory e-Labs TelkoMedika

Tugas Akhir, 031 / 2018 / MPE
Undergraduate Theses from JBPTPPOLBAN / 2019-02-13 14:17:27
Oleh : Vania Fauzia Hanum - 155231031 (hanumvania0207@gmail.com)
Dibuat : 2019-02-13, dengan 4 file

Keyword : Persepsi, Kualitas Layanan, TERRA
Subjek : Perception, Service Quality, TERRA

Kualitas layanan merupakan nilai yang diberikan konsumen setelah menerima layanan dari suatu perusahaan. Untuk itu, tujuan yang ingin dicapai dalam penelitian ini ialah mengukur kualitas layanan yang diberikan oleh pihak laboratorium e-Labs TelkoMedika dan menganalisa kualitas layanan laboratorium e-Labs TelkoMedika berdasarkan karakteristik demografi pasien. Dalam mengukur kualitas layanan pada laboratorium e-Labs TelkoMedika, penulis menggunakan dimensi tangibles, empathy, reliability, responsiveness, dan assurance. Desain penelitian yang digunakan yaitu desain deskriptif dengan survey kuesioner kepada 200 orang responden dengan menggunakan data analisis deskriptif statistik, one way ANOVA, dan independent sample T-test. Selain itu, penelitian ini menggunakan teknik convenience sampling dan pengukuran dengan skala likert. Hasil penelitian ini yaitu (1) Dalam dimensi kualitas layanan, assurance memiliki nilai terbesar dan responsiveness memiliki nilai terkecil berdasarkan nilai grand mean pada analisis deskriptif statistik. (2) Adanya perbedaan persepsi kualitas layanan berdasarkan jenis kelamin. (3) Terdapat perbedaan persepsi kualitas layanan berdasarkan usia pada dimensi reliability dan assurance. (4) Tidak adanya perbedaan persepsi terhadap kualitas layanan berdasarkan pekerjaan. Dikarenakan dimensi responsiveness memiliki nilai grand mean terkecil, maka luaran yang diajukan berupa SOP (Standard Operational Procedure) yang dapat dijadikan pedoman para petugas baik medis maupun non medis guna meningkatkan kesigapan para petugas dalam memberikan respon terhadap saran yang diajukan pasien. Kata Kunci: Persepsi, Kualitas Layanan, TERRA.

Deskripsi Alternatif :

Service quality is a value given by consumers after receiving service from a company. For this reason, the aim to be achieved in this study is to measure the quality of services provided by the TelkoMedika e-Labs laboratory and analyze the quality of TelkoMedika e-Labs laboratory services based on the patient's demographic characteristics. In measuring service quality at TelkoMedika's e-Labs laboratory, the authors use tangibles, empathy, reliability, responsiveness, and assurance dimensions. The research design used is descriptive design with a questionnaire survey to 200 respondents using descriptive statistical analysis data, one way ANOVA, and independent sample T-test. In addition, this study uses convenience sampling and measurement techniques with likert scale. The results of this study are (1) In the dimensions of service quality, assurance has the greatest value and responsiveness has the smallest value based on the grand mean value in the descriptive statistical analysis. (2) There is a difference in the perception of the quality of services based on gender. (3) There is a difference of perception of service quality based on age on the dimensions of reliability and assurance. (4) There is no difference in perceptions of the quality of services based on work. Because the dimensions of responsiveness have the smallest grand mean value, the outcomes proposed are in the form of SOP (Standard Operational Procedure) which can be used as guidelines for officers both medical and non-medical in order to increase the alertness of the officers in responding to suggestions made by patients. Keywords: Perception, Service Quality, TERRA.

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PropertiNilai Properti
ID PublisherJBPTPPOLBAN
Organisasi
Nama KontakHelmi Purwanti
AlamatJl. Trsn. Gegerkalong Hilir Ds. Ciwaruga
KotaBandung
DaerahJawa Barat
NegaraIndonesia
Telepon022 201 3789 ext. 168, 169, 239
Fax022 201 3889
E-mail Administratorhelmi.purwanti@polban.ac.id
E-mail CKOhelmi.purwanti@polban.ac.id