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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN KLINIK FA MITRA LAMONGAN

Kuncoro, Suryo Hadi (2019) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN KLINIK FA MITRA LAMONGAN. Undergraduate (S1) thesis, University of Muhammadiyah Malang.

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Abstract

The purpose of this study was to determine the effect of service quality on customer satisfaction at FA Mitra Lamongan Clinic. The data studied is sample data taken from the population of FA Lamongan Clinic customers whose numbers are unknown. Samples taken were 100 respondents who were inpatients and families, outpatients, patients redeeming drugs, which have been determined using quota sampling as a method of taking samples using a questionnaire for data collection. Regression analysis results obtained Y = 2.653 + 0.434X1 + 0.468X2 + 0.428X3 + 0.410X4 + 0.461X5 + e, if the independent variable is considered constant then the average customer satisfaction is 2.653 and the F test results obtained F table of 2, 31 while the F count is 25.166, based on the data obtained that the F count> F table. This shows that the variable quality of service consisting of physical evidence, reliability, responsiveness, assurance, and empathy have a significant simultaneous effect on customer satisfaction at the FA Mitra Lamongan Clinic.

Item Type: Thesis (Undergraduate (S1))
Student ID: 201210160311473
Thesis Advisors: Marsudi ( 0706026201), Sri Nastiti Andharini (0721026501)
Keywords: service quality and customer satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Divisions: Faculty of Economics and Business > Department of Management (61201)
Depositing User: 201210160311473
Date Deposited: 24 Aug 2019 03:24
Last Modified: 09 Sep 2019 00:57
URI : http://eprints.umm.ac.id/id/eprint/51847

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