PENGARUH NILAI-NILAI KERJA, KEMAMPUAN KOMUNIKASI DAN PENANGANAN KELUHAN TERHADAP KEPUASAN MASYARAKAT DALAM PELAYANAN RSUD SERANG
Abstract: This study aims to
determine how much influence the work values of service satisfaction, how much
influence the ability of communication to the satisfaction of service, how much
influence the handling of complaints against the satisfaction of service, how
much influence the values of work, communication skills and handling of
complaints against the service satisfaction. This research was undertaken at
The Regional Public Hospital of Serang. This research is a quantitative survey
research method with a view to doing an explanation. Methods of data collection
using questionnaires, unstructured interviews, informal observations, and
documentation. The analysis method is quantitative analysis with statistical
tests include: frequency distribution, product moment correlation, partial
correlation, multiple correlation, simple linear regression, and multiple
regression. Number of study samples as many as 280 respondents. Results showed:
(1) Working Values has a positive and significant impact on service
satisfaction by 0.554, (2) Communication Ability has a positive and significant
impact on service satisfaction by 0.470 (3) Handling of Complaints has a
positive and significant impact on service satisfaction by 0.585. (4) Work
Values, Communication Skills and Handling Complaints has a positive and
significant impact on service satisfaction by 0.592./
Key words: Communication
skills, complaint handling , service satisfactions, and work values
Penulis: Arenawati
Kode Jurnal: jpadministrasinegaradd100064
