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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN POLIKLINIK UMM MEDICAL CENTER (UMC) (Studi Pada Mahasiswa Universitas Muhammadiyah Malang)

Lianawati, Zenny Hayyu (2012) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN POLIKLINIK UMM MEDICAL CENTER (UMC) (Studi Pada Mahasiswa Universitas Muhammadiyah Malang). Other thesis, University of Muhammadiyah Malang.

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Abstract

This research is at the polyclinic UMM survey Medical Center (UMC) with the title, The influence of patient satisfaction Quality of Service Against UMM Polyclinic Medical Center (UMC) (Studies in Student University of Malang). The purpose of this study to determine the effect of quality of care with patient satisfaction and to identify variables which give the dominant influence on satisfaction in the UMC clinic. Object of this study is the independent variable service quality and patient satisfaction as the dependent variable. Primary data in this study was obtained from questionnaires to patients who are currently using UMC services and secondary data was obtained from the internal and external parties. Analysis tools used to determine the effect of patient satisfaction with quality of service is logistic regression, and than to determine the dominant variables in contributing to the satisfaction of patients using partial correlation formula results regretion logistic equation using Z = 3,786 + 0,773 (16) + 2,201 (19 ) + 1,478 (16) + 1,351 (15) + 0,721 (16), whereas for the dominant variable is known that the variable tangibles is the dominant variable for patient satisfaction at UMM polyclinics Medical Center (UMC) with a correlation value parcial 0,287087424. From the results of logistic regression it was found that the hypothesis I received and the results of partial correlation hypothesis II was rejected because it was the most dominant variable instead Reliability empaty variables. Based on the above conclusion may suggest that the author should polyclinic UMM Medical Center (UMC) to maintain the quality of service and can take the right policy for the proclaimed purpose can be achieved.

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: 21 Nov 2015 04:47
Last Modified: 21 Nov 2015 04:47
URI : http://eprints.umm.ac.id/id/eprint/19336

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