PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DARI SUDUT PANDANG PASIEN DAN PENDAMPING PASIEN ( STUDI KASUS DI RS MEDISTRA, JAKARTA)

Authors

  • Beny Mutiara Wardani Universitas Katolik Indonesia Atma Jaya
  • Efendi Efendi Universitas Katolik Indonesia Atma Jaya

DOI:

https://doi.org/10.25170/jm.v11i1.829

Keywords:

service quality, customer satisfaction, hospital, Jakarta

Abstract

Along with the increasingly competitive business environment and changes in the living standards, people have changed their mindset in choosing and making judgment of hospital services. The change of paradigm requires hospitals to maintain quality of services to service users in order to achieve organization's goals. Therefore a study is conducted to determine the effect of the hospital service quality on satisfaction from the perspective of patient and their attendants. In collecting the data, the authors distribute the questionnaires in RS Medistra Jakarta on February 4 to March 5, 2013. Questionnaire was distributed to 123 patients and 123 attendants by using non-probability sampling, which is judgmental sampling. Data were analyzed using SPSS version 17 by Regression testing method.The results showed that simultaneously and partially there is an influence of Infrastructure, Quality Personnel, Process of clinical care, Administrative procedures, safety indicator, Image Hospital, Social responsibility, trustworthiness of the hospital on Customer Satisfaction from the perspectives of patient and their attendants.

References

Griffin. R.W. dan Ronald J. E. 2002. Business. Edisi 6. New Jersey. Prentice Hall International Inc.

Hitt., M.A., Jeffrey S. H. dan Duane I. 2001. Merger dan Akuisisi: Panduan Meraih Laba bagi ParaPemegang Saham. Oxford University Press. Oxford

Robbins, S. P. dan Mary C. 2002. Management. Edisi 7. New Jersey. Prentice Hall International Inc.

Tubagus, H. 2002. "SDM dalam Merger dan Akuisisi", Swasembada, 01/XV/10. hlm.1- 17.

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Published

2019-08-23
Abstract views: 144 | PDF downloads: 124