Article Sidebar

Submitted
July 7, 2020
Accepted
July 7, 2020
Published
July 7, 2020
Download
PDF
Statistic
Read Counter : 297 Download : 1269

Main Article Content

Abstract

The purpose of this research is to test factors that causing service failure at the Raflesia Hospital and to determine the influence of service failure factors on the patient’s complaint behavior. Quantitative research design is used in this study. Data collection method conducted by hand-delivery survey with using questionnaire. The respondents of this study are the patient’s or their families who came to the raflesia hospital to get treatment for healty condition. Accidental sampling technique was used in this study because all of people who came to the hospital were usually familiar with the service in the hospital and their deserved to be the respondent. Data collected were analysed by using two combination of statistical method, namely: analysis factor and multiple regression analysis. This study found that: 1) there are six factors causing service failure in the raflesia hotel at Bengkulu city, namely: lack of empathy, expensive rates, room discomfort, Reliability, insufficient facilities, and lack of responsiveness; 2) all of these factors have positive and significant influence to the patient’s complaint behavior. Manager at the raflesia hospital have to pay attention to these factors to improve patient’s comfort and complacency to overcome service failure in the future. Practical and empirical contribution are also elaborated in this study.

Keywords

Complaint behavior lack of empathy expensive rates inadequate facilities responsiveness uncomfortable room and reliability of service

Article Details

How to Cite
Saputra, F. E., & Murti, M. N. (2020). FAKTOR-FAKTOR YANG MEMENGARUHI KEGAGALAN JASA DI RUMAH SAKIT RAFLESIA BENGKULU DAN DAMPAKNYA PADA PERILAKU KOMPLAIN PASIEN. The Manager Review, 2(1), 69–82. https://doi.org/10.33369/tmr.v2i1.11649
Download Citation
Endnote/Zotero/Mendeley (RIS)
BibTeX

References

  1. Agustin, N. 2017. Faktor-faktor Strategis dalam Meningkatkan Occupancy Hotel Splash Bengkulu. Tesis Program MM Universitas Bengkulu, tidak dipublikasikan.
  2. Alfansi, L., 2012. Pemasaran Jasa Finansial. Jakarta: Salemba Empat
  3. Alfansi, L. dan F.T. Atmaja, 2009. Service Failure and Complaint Behavior in the Public Hospital Industry: The Indonesian Experience. Journal of Nonprofit and Public Sector Marketing, Vol. 21 page 309-325
  4. Assael, Henri. 2011. Consumer Behaviour and Marketing Action, Fifth edition. Cincinnati, Ohio. South-Western College Publishing.
  5. Cravens, David W. 2015. Pemasaran Strategis. Edisi keempat, Jilid 1 dan 2, Jakarta. Erlangga.
  6. Hamzah. 2003. Persepsi Konsumen Terhadap Pelayanan Kesehatan di Rumah Sakit Umum Rafflesis Bengkulu, Tesis, tidak di Publikasikan Program Magister manajemen Universitas Bengkulu.
  7. Julianto, Heppy. 2010. Manajemen edisi Februari 2010, Mengukur Kepuasan Pelanggan.
  8. Kottler, Philip. 2010. Manajemen Pemasaran, Analisis, Perencanaan, Implementasi, dan Kontrol. Edisi Bahasa Indonesia, jilid 1 dan 2, Jakarta. PT Prenhallindo.
  9. Kristiadi, W. K., 2014. Strategi Pemasaran Jasa, PT Elekmedia Komputindo, Jakarta.
  10. Laporan Tahunan RSUD Umum Daerah Argamakmur, 2006
  11. Lovelock, Christopher K., dan Wright, Lauren K., 2015. Manajemen Pemasaran Jasa, PT Indeks Kelompok Gramedia, Jakarta.
  12. Musvita Siska Sari, 2006. Pengaruh Persepsi Keadilan (Perceived Justice) dan Kepentingan Produk (Product Importance) terhadap Perilaku Komplain (Studi pada RSUD M. Yunus, RS Raflesia Bengkulu, RSUD Manna, dan RSUD Curup), Skripsi Jurusan Manajemen Fakultas Ekonomi Universitas Bengkulu, tidak dipublikasikan.
  13. Niken Soelistyo, 2006. Pengaruh Sosial Pasien terhadap Perilaku Komplain dan Brand Trust Rumah Sakit (Studi pada RSUD M. Yunus, RS Raflesia Bengkulu, RSUD Manna, dan RSUD Curup), Skripsi Jurusan Manajemen Fakultas Ekonomi Universitas Bengkulu, tidak dipublikasikan.
  14. Pasuraman, A. et.all, 2013. “ServQual: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”. Journal of Retailing, 64 (1), Spring, p.12-40.
  15. Paulus, S. 2012. Analisis Kegagalan Jasa pada Rumah Sakit Umum Daerah Kota Argamakmur Bengkulu Utara, Tesis Program MM Universitas Bengkulu, tidak dipublikasikan.
  16. Rangkuti, Freddy, 2003. Riset Pemasaran. Jakarta. Gramedia Pustaka Utama.
  17. --------------. 2015. Analisis SWOT Teknik Membedah Kasus Bisnis. Jakarta. PT Gramedia.
  18. Rasyid, Ryaas, 2010. Manajemen Pemasaran, Rineka Cipta, Jakarta.
  19. Rifai, A. 2002. Analisis terhadap Kepuasan dan faktor faktor yang Mempengaruhi Kepuasan Pasien pada Ruang Rawat Inap VIP RSU M Yunus Bengkulu, Tesis, tidak dipublikasikan, Program Magister Manajemen Universitas Bengkulu.
  20. Santoso, Singgih. 2010. SPSS: Mengolah Data Statistik Secara Profesional.Jakarta. PT. Gramedia
  21. Saputra, N. 2015. Analisis Faktor-faktor yang Mempengaruhi Keputusan Nasabah Berpindah Kredit di Bank Mandiri Putri Hijau. Tesis Program MM Universitas Bengkulu, tidak dipublikasikan.
  22. Sekaran, U (2003). Research Methods for Business: A Skill Building Approach. USA: John Wiley&Son Inc.
  23. Solimun, 2002. Struktural Equation Modeling, Lisrel dan Amos, Universitas Brawijaya, Malang.
  24. Simbolon, K., 2014. Manajemen Pemasaran: Analisis dan Aplikasinya, PT Elekmedia Komputindo, Jakarta.
  25. Sutisna. 2015. Perilaku Konsumen, Teori dan Aplikasi. Bandung. Fakultas Ekonomi Universitas Pasundan.
  26. Singarimbun, Masri, dan Effendi, Sofyan, 2012. Metode Penelitian Bisnis, Rineka Cipta, Jakarta.
  27. Tangkudung, ADM., & Prawitasari, JE. 2010. Jurnal Manajemen Pelayanan Kesehatan, 03 (1), Analisis Kepuasan Ibu hamil Terhadap Kualitas Pelayanan Pemeriksaan Kehamilan dikaitkan dengan Biaya Tambahan di Puskesmas Bukit Hindu.
  28. Tjiptono, Fandy. 2011. Strategi Pemasaran. Yogyakarta. Andi Offset
  29. ------------. 2014. Usahawan No. 03 Tahun XXVIII. Kualitas Jasa: Pengukuran, Keterbatasan, dan Implikasi Manajerial.
  30. -------------. 2015. Total Quality Service. Yogyakarta. Andi Offset.
  31. Tjiptono, Fandy; Diana, Anastasia. 2012. Total Quality Management. Yogyakarta. Andi Offset.
  32. Triguno, W.S., 2010. Manajemen Kualitas Jasa, PT Elekmedia Komputindo, Jakarta.
  33. Undang-Undang Nomor 23 Tahun 1992 tentang Kesehatan
  34. Wiyono, Joko. 2015. Manajemen Mutu Pelayanan Kesehatan, Air Langga University Press, Surabaya
  35. Zeithaml, V. dan Mary J. B., 2011. Services Marketing. the McGraw-Hill Companies.