Optimizing Service Quality: Exploring the Impact of Service Excellence and Service with Care, Mediated by Community Culture
DOI:
https://doi.org/10.56070/ibmaj.v2i3.54Keywords:
Community Culture, Service Excellent, Service Quality, Service With CareAbstract
This study aims to analyze the effect of Service Excellent and Service with Care on Service Quality at RSI Garam Kalianget. In addition, this study also aims to examine the effect of Service Excellent and Service with Care on Community Culture at RSI Garam Kalianget. This study used a quantitative approach with a sample of 120 respondents from urban, rural and island areas. The results of the study show that Service Excellent and Service with Care have a positive and significant impact on Service Quality. In addition, Service Excellent also has a positive and significant impact on Community Culture, as well as Service with Care. These results indicate that the implementation of superior service and attention to customer care simultaneously contribute to improving service quality in this hospital, and Community Culture acts as a mediating variable that influences the relationship between service and service quality. This research contributes by expanding understanding of the factors that play a role in improving service quality and the role of community culture as an important mediator in this relationship.
Downloads
References
Anfal, A. (2020). Pengaruh Kualitas Pelayanan Dan Citra Rumah Sakit Terhadap Tingkat Kepuasan Pasien Rawat Inap Rumah Sakit Umum Sundari Medan Tahun 2018. Excellent Midwifery Journal, 3(2). https://doi.org/10.55541/emj.v3i2.130
Baringbing, E. P. (2019). Analisis Hubungan Caring Perawat Dengan Kepuasan Pasien Di Instalasi Gawat Darurat Rumah Sakit Umum Dr. Doris Sylvanus Palangka Raya Tahun 2019. Jurnal Surya Medika, 6(1), 133-137. https://doi.org/10.33084/jsm.v6i1.1627
Frimayasa, A. (2017). Konsep Dasar Dan Strategi Pelayanan Prima (Service Excellent) Pada Perusahaan Telekomunikasi Indosat Ooredo. Cakrawala, 17(1), 65-71. https://doi.org/10.31294/jc.v17i1.1882
Haskas, Y. (2020). Hubungan Caring Perawat Dengan Tingkat Kepuasan Pasien Ruang Rawat Inap Kelas III RSUD Barru. Jurnal Ilmiah Kesehatan Diagnosis, 15(3), 296-299. https://jurnal.stikesnh.ac.id/index.php/jikd/article/view/367
Hermawan, H., Brahmanto, E., & Hamzah, F. (2018). Pengantar Manajemen Hospitality. PT. Nasya Expanding Manajemen.
Irawan, B., & Wati, W. (2021). Faktor-Faktor Yang Berhubungan Dengan Kepuasan Pasien Di Ruang Rawat Inap Rsud Sultan Abdul Aziz Syah Peureulak Kabupaten Aceh Timur. Jurnal Edukes, 4(2), 274-282. https://doi.org/10.52136/edukes.v4i2.414
Kurniawati, Rusdianti, I. S., Saputra, G. W., & Kanjanamethakul, K. (2023). How is the Condition of Health Services at the UPT Puskesmas Griya Antapani Bandung City? Innovation Business Management and Accounting Journal, 2(1), 14-20. https://doi.org/10.56070/ibmaj.v2i1.30
Lakmi, A. R. (2014). Pengaruh Kualitas Pelayanan Terhadap Tingkat Kepuasan Masyarakat Pada Rumah Sakit Umum Daerah Badung. Citizen Charter, 1(2), 28595.
Maatisya, Y. F., & Santoso, A. P. A. (2022). Rekonstruksi Kesejahteraan Sosial Bagi Tenaga Kesehatan Di Rumah Sakit. Jurnal Ilmu Sosial dan Pendidikan (JISIP), 6(3), 10337-10355. https://doi.org/10.36312/jisip.v6i3.3395
Mayasari, F. (2016). Analisis Hubungan Waktu Pelayanan dan Faktor Total Quality Service Terhadap Kepuasan Pasien di Poliklinik Kebidanan dan Kandungan RSIA Anugerah Medical Centre Kota Metro Tahun 2015. Jurnal Administrasi Rumah Sakit, 2(3), 214-230. https://doi.org/10.7454/arsi.v2i3.2203
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Cunsumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
Perwita, F. D., Sandra, C., & Hartanti, R. I. (2020). Pengaruh Pelayanan Prima Terhadap Kepuasan Pasien di Instalasi Rawat Inap Rumah Sakit Daerah Kalisat Kabupaten Jember. Jurnal Ilmu Kesehatan Masyarakat, 16(1), 27-35. https://doi.org/10.19184/ikesma.v16i1.16925
Purwaningsih, D. F. (2015). Strategi Meningkatkan Perilaku Caring Perawat Dalam Mutu Pelayanan Keperawatan. Jurnal Manajemen Keperawatan, 3(1), 1-6.
Sulistyan, R. B., Pradesa, H. A., & Kasim, K. T. (2017). Peran Mediasi Kepuasan dalam Pengaruh Kualitas Pelayanan dan Citra Institusi terhadap Retensi Mahasiswa (Studi Pada Mahasiswa Perguruan Tinggi di Lumajang). Jurnal Penelitian Ilmu Ekonomi WIGA, 7(2), 77-87. https://doi.org/10.30741/wiga.v7i2.337
Sumadi, Efendi, T. F., Agustini, T., & Aslama, S. (2021). Pengaruh Pelayanan Dengan Prinsip-Prinsip Syariah Terhadap Kepuasan Pasien Umum Rawat Jalan (Studi Kasus di Rumah Sakit Universitas Sebelas Maret Surakarta). Jurnal Ilmiah Ekonomi Islam, 7(3), 1774-1784. https://doi.org/10.29040/jiei.v7i3.3663
Susaldi, Asikin, M., & Semana, A. (2018). Hubungan Efektivitas Pelayanan Perawat dengan Kepuasan Pasien Diabetes Melitus di Rumah Sakit Umum Lasinrang Kabupaten Pinrang. Jurnal Ilmiah Kesehatan, 17(3), 32-36. https://doi.org/10.33221/jikes.v17i3.148
Tjiptono, F., & Chandra, G. (2016). Service Quality and Satisfaction (4th ed.). Andi.
Wildani, H., Badiran, M., & Hadi, A. J. (2020). Relationship of Outpatients Quality Health services with The Satisfaction of Patients National Health Insurance in Muhammadiyah Hospital North Sumatera. Jurnal Komunitas Kesehatan Masyarakat, 1(2), 7-21.
Yolanda, & Sumedi, E. (2018). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pasien Serta Dampaknya Terhadap Loyalitas Pasien Rumah Sakit Islam Karawang. Jurnal Manajemen FE-UB, 6(2), 17-28.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Dian Dinarafika Arieanti, Rismawati, Suparti
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
