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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (Pasien) PADA RUMAH SAKIT Dr. R SOEDARSONO PASURUAN

Setyabudhy, Diesty Gilang (2011) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (Pasien) PADA RUMAH SAKIT Dr. R SOEDARSONO PASURUAN. Other thesis, University of Muhammadiyah Malang.

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Abstract

The purpose of this study was to investigate the effect of service quality that includes variable physical evidence, reliability, responsiveness, assurance and empathy towards consumer satisfaction (patient) is offered by Dr. R. Soedarsono Pasuruan, and to determine the most dominant service quality affects customer satisfaction (patient) Hospital DR. R. Soedarsono Pasuruan. The analytical tool used in this study by using logistic regression analysis tool. Based on the results of research and discussion that has been done, it can be concluded as follows: quality of service which consists of a variable physical evidence, reliability, responsiveness, assurance and empathy effect was statistically significant on consumer satisfaction Hospital DR. R. Soedarsono, Pasuruan. Among the variables of physical evidence, reliability, responsiveness, assurance and empathy that have a dominant influence is the reliability. Based on the results of the discussion that has been done, then put forward some suggestions as follows: All the above elements of service quality dimensions have a positive and significant influence on patient satisfaction that Dr. R. Soedarsono Pasuruan need more special attention to these dimensions and the search for new breakthroughs that can increase patient satisfaction. Dr. R. Soedarsono Pasuruan should routinely observe the ministry and to improve quality in order to retain the existing advantages. This can be done with more attention to the needs and wishes of patients, improving infrastructure facilities, a sense of security, comfort, and trust and the promised services quickly, accurately and surely that will improve patient satisfaction. The results of this study can be used as a reference in conducting research to be conducted, both internal factors (quality of service) or other factors (for products produced). Keywords: Service Quality and Customer Satisfaction

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
Divisions: Faculty of Economics > Department of Management
Depositing User: Fitri Ramandhany
Date Deposited: 29 Oct 2015 08:17
Last Modified: 29 Oct 2015 08:17
URI : http://eprints.umm.ac.id/id/eprint/18945

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