Pengaruh insentif terhadap kualitas pelayanan di RSUD Otto Iskandar Di Nata Soreang

Asyifa, Larassita Dwi (2022) Pengaruh insentif terhadap kualitas pelayanan di RSUD Otto Iskandar Di Nata Soreang. Sarjana thesis, UIN Sunan Gunung Djati Bandung.

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Abstract

Penelitian dalam rangka penulisan skripsi ini dilakukan untuk menganalisis Pengaruh Insentif terhadap Kualitas Pelayanan Di RSUD Otto Iskandar Di Nata Soreang. Penelitian ini dilatarbelakangi karena adanya permasalahan terkait dengan kualitas pelayanan publik yang dibuktikan dengan adanya beberapa ulasan Google dari masyarakat terkait dengan buruknya kualitas pelayanan dan nilai IKM pada RSUD Otto Iskandar Di Nata paling rendah diantara RSUD yang ada di Kabupaten Bandung. Tujuan dari dilaksanakannya penelitian ini ialah untuk mengetahui pengaruh baik secara parsial maupun secara simultan Insentif terhadap Kualitas pelayanan di RSUD Otto Iskandar Di Nata Soreang. Dalam penelitian ini menggunakan teori insentif yang dikemukakan oleh Rivai (2009) dan teori kualitas pelayanan publik oleh Tjiptono (1997). Metode yang digunakan ialah metode kuantitatif dengan pendekatan asosiatif. Teknik pengambilan sampel yaitu menggunakan non-probabilitas dengan menggunakan metode purposive sampling, berdasarkan kriteria yang ditetapkan yaitu pegawai RSUD Otto Iskandar Di Nata Soreang bagian farmasi, bagian pelayanan pemdaftaran, dan bagian radiologi yang berjumlah 34 orang. Teknik pengumpulan informasi menggunakan metode penyebaran angket kuesioner. Teknik analisis data menggunakan Uji validitas, uji reliabilitas, uji regresi linier sederhana, uji parsial (uji-t), Uji F (simultan), dan uji koefisien korelasi, serta uji koefisien determinasi. Hasil dari penelitian ini memperlihatkan adanya pengaruh positif secara signifikan antara variabel insentif terhadap variabel kualitas pelayanan hal ini diperlihatkan dengan adanya uji secara simultan, di mana nilai F hitung lebih besar dari F tabel (25,964 >4,16) dan nilai signifikansi kurang dari 0,05 (0,000 < 0,05) yang artinya berpengaruh secara signifikan. Pengaruh variabel insentif pegawai terhadap variabel kualitas pelayanan yaitu sebesar 44,4% yang termasuk dalam kategori sedang atau cukup kuat. Maka dapat disimpulkan bahwa pengaruh insentif terhadap kualitas pelayanan di RSUD Otto Iskandar Di Nata Soreang berpengaruh secara signifikan. Research in the context of writing this thesis was conducted to analyze the effect of incentives on service quality at Otto Iskandar Hospital in Nata Soreang. This research is motivated by the existence of problems related to the quality of public services as evidenced by the existence of several Google reviews from the community related to the poor quality of service and the IKM value at Otto Iskandar Di Nata Hospital is the lowest among hospitals in Bandung District. The purpose of this study was to determine the effect of either partially or simultaneously incentives on service quality at Otto Iskandar Hospital in Nata Soreang. This study uses the incentive theory proposed by Rivai (2009) and the theory of public service quality by Tjiptono (1997). The method used is a quantitative method with an associative approach. The sampling technique used was non-probability by using purposive sampling method, based on the established criteria, namely the employees of RSUD Otto Iskandar Di Nata Soreang, the pharmacy department, the registration service department, and the radiology department, totaling 34 people. The technique of collecting information uses the method of distributing questionnaires. The data analysis technique used validity test, reliability test, simple linear regression test, partial test (t-test), F test (simultaneous), and correlation coefficient test, as well as the coefficient of determination test. The results of this study show that there is a significant positive effect between the incentive variables on the service quality variable, this is shown by the simultaneous test, where the calculated F value is greater than F table (25.964 > 4.16) and the significance value is less than 0, 05 (0.000 < 0.05) which means it has a significant effect. The influence of the employee incentive variable on the service quality variable is 44.4% which is included in the moderate or strong enough category. So it can be concluded that the effect of incentives on the quality of service at the Otto Iskandar Hospital Di Nata Soreang has a significant effect.

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