PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PASIEN RUMAH SAKIT BERSALIN MUHAMMADIYAH BLIMBING MALANG

MARYONO, TRI (2010) PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PASIEN RUMAH SAKIT BERSALIN MUHAMMADIYAH BLIMBING MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

The purpose of this study is to determine the effect of hospital service delivery to customer satisfaction and to find out which among the direct evidence (tangiable), reliability (reliability), response (responsiveness), assurance (assurance), attention (empaty) a dominant influence on customer satisfaction. The analytical tool used in this study by using linear regression analysis using the F test and t test The results show that the analysis result can be seen the influence of each variable-quality service to the maternity hospital patient satisfaction Blimbing Muhammadiyah Malang. The amount of influence each of these variables can be known from the regression coefficient, the coefficient of regression variables real evidence (X1) that is equal to 0.535, the variable reliability (X2) equal to 0.217, the response variable (X3) of 0.068, and variable insurance (X4) of 0.058 , attention (X5) of 0.079. F test results show that the evidence variable (X1), the variable reliability (X2), the response variable (X3), collateral variable (X4) and, of variables of attention (X5) simultaneously has not been any significant effect on patient satisfaction with maternity hospital Muhammadiyah, it is evidenced by the value Fcount> f the table. From the t test results indicate that partial variable quality of service that includes real evidence variable (X1), the variable reliability (X2), the response variable (X3), collateral variable (X4), and attention variables (X5) has a significant influence on satisfaction Muhammadiyah hospital maternity patients, it is proved that the value t count> t table. Variable insurance (X4) has a dominant influence on hospital patient satisfaction of Malang. That is because the R Square in the variable has the greatest value when compared with the other four variables that is equal to 0.096. Suggestions can be submitted which include: It is expected the manager to maintain the quality of services provided to patients ranging from the quality dimension of reliability, responsiveness, assurance, empathy and physical evidence, because each of these dimensions significantly influence patient satisfaction, To further improve the satisfaction patients, it is expected the manager to prefer the comfort of the facilities on offer is to always provide the completeness of the various facilities required by the customer at the time of delivery. It is expected that the manager Sakir maternity homes to always maintain the comfort of the facilities offered so that the patients feel the most satisfaction during pregnancy checked, for further researchers who are interested to continue this research are expected to use other variables that influence customer satisfaction and increase the number of samples taken as well as using different analytical tools.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 09 May 2012 03:25
Last Modified: 09 May 2012 03:25
URI: http://eprints.umm.ac.id/id/eprint/4800

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