PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN DAN DAMPAKNYA PADA PROFITABILITAS (PEMULIHAN PEMBIAYAAN) RUMAH SAKIT DI KOTA BENGKULU
Abstrak: This study aims to
determine the effect of clinical quality, process quality and patient satisfaction
on profitability (recovery costing) of hospital in the City of Bengkulu in
partially and simultaneously. The sample of this research are 87 people that
manage hospitals in the City of Bengkulu special part of service and part of
finance. This study uses path analysis model to determine the effect of simultaneously.
The data were analyzed by using SPSS versi 16 software. The results showed that
clinical quality and process quality has a positive effect and significant on
patient satisfaction. however, clinical quality and process quality on directly
has a positive effect but not significant on profitability (recovery costing)
of hospital. Patient satisfaction has a positive effect and significant on
profitability (recovery costing) of hospital. Recent clinical quality and
process quality through patient satisfaction has a effect on profitability
(recovery costing) of hospital simultaneously.
Keywords: clinical quality,
process quality, patient satisfaction, profitability (recovery costing) of
hospital
Penulis: silKe WulANdAri dAN
FAChRUZZAMAN
Kode Jurnal: jpakuntansidd120327
