DETAIL JURNAL
MARDIANA DAN EKA YUDHYANI
Vol. 8 No. 2 September 2016
Fakultas Ekonomi Universitas 17 Agustus 1945 Samarinda
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The research objective
was to study public perceptions on the quality of services at the Health Center
Sebulu II Kutai Kartanegara to
the patient that covered the physical evidence (tangible), reliability,
responsiveness, assurance, and empathy. The focus of research was the public perception of
service at Health Centers Sebu-lu II in Kutai Kartanegara
Regency that includes five variables: physical
evidence, reliability, responsiveness, assurance, and empathy. The public
perception was what people felt that become users of services at the Health Center. Data collection was performed using several methods:
(1) field work research, (2) observation, (3) interviews, (4) questionnaire,
and (5) literature. Sampling
of 30 people conducted by purporsive random sampling of people who are eligible
for treatment in the study sample.The data collected in this study covered: (1) a
general description Puskesmas Sebulu II, (2) organizational structure, and (3)
the public perception of the results of questionnaires/interviews. Analysis of data
using multiple linear regression, coefficient of determination (R2),
and the correlation coefficient (r). The research results showed that: (1) the quality of
services such as physical evidence, reliability, responsiveness, assurance and
empathy together affected significantly on the public perception, (2) the
public perception of the quality of Health Center services 72.5% influenced by
variablesof physical evidence, reliability, responsiveness, assurance, and
empathy; and the remaining 27.5% influenced by other variables not examined in
this study, (3) the value of the correlation coefficient (r) was 0.851 which
means that there is a strong relationship among variables(physical evidence,
reliability, responsiveness, assurance, and empathy) for people's perceptions
of Health Center services; and (4) variablesof physical evidence (X1)
and responsiveness (X3) were positive (significant) to accept the
hypothesis, while the variablesof reliability (X2), assurance (X4),
and empathy (X5) were not significant (reject the hypothesis).
Keywords: marketing mix, purchase decision
