PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA JASA RAWAT INAP DI RSUD Dr. MOEWARDI
ABSTRACT: The purpose of this
study is to analyze the influence of tangible, reliability, responsiveness,
assurance, empathy, competence and courtesy of the costumer satisfaction either
partially or totally, and know the dimensions of quality service are the most
influence on the inpatient service user satisfaction. The method used in this
research is causal study. Location of the study sites were hospitalized in the Hospital
Dr. Moewardi. Population in the study are all hospitalized patients in the Dr.
Moewardi Hospital as many as 29.135 patients, the samples used in this study are
70 patients. The methode that using to data analyze in this study are the
multiple linear regression analysis. The results of data analysis can be
concluded simultaneously that the dimensions of quality of service consisting
of tangibles, reliability, responsiveness, assurance, empathy, competence, and
courtesy have significant effect on the inpatient service user satisfaction,
therefore to increase the satisfaction of inpatient service users the manager
needs to improve things related to tangible such as interior, supporting
facilities, poor signage and the neatness and cleanliness need to be improved.
Partially, the hypothesis of quality of variable reliability, responsiveness,
and courtesy that has dominant influence on user satisfaction inpatient
services are not proven true. Dimensions of quality of service that has the
most dominant effect is variable with a value of tangibles. It is therefore necessary
to improve the management of matters related to the tangible such as interior,
supporting facilities, poor signage and the neatness and cleanliness.
Keywords: tangibles, reliability, responsiveness,
assurance, empathy, competence, courtesy, kepuasan
Penulis: Tutik Nurani, Wiyadi
Kode Jurnal: jpmanajemendd120338
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