KEPUASAN PASIEN RAWAT JALAN DI RUMAH SAKIT MUJI RAHAYU SURABAYA
Keywords:
trust, service quality, images, satisfacionAbstract
The purpose of this study was to analyze the satisfaction of outpatients at Muji Rahayu Hospital Surabaya in terms of the quality of services provided by Muji Rahayu Hospital Surabaya. This study uses independent variables consisting of tangibles, reliability, responsiveness, assurance and empathy. The analytical model used to test and prove the hypothesis in this study uses Multiple Linear Regression. Based on the results of regression analysis, the regression coefficients of all independent variables have a probability value (sig) less than 0.05, which means that partially tangibles, reliability, responsiveness, assurance and empathy have an effect on outpatient satisfaction at Muji Rahayu Hospital Surabaya is reliability. . The conclusion of this study is that tangibles, reliability, responsiveness, assurance and empathy both partially and simultaneously affect outpatient satisfaction at Muji Rahayu Hospital Surabaya and among tangibles, reliability, responsiveness, assurance and empathy, the dominant influence on outpatient satisfaction at Muji Rahayu Hospital Surabaya is reliability.
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References
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Ardhanari, Margaretha. (2008). Customer Satisfaction Pengaruhnya terhadap Brand Preference dan Repurchase Intention Private Brand. Jurnal Riset Ekonomi dan Bisnis Vol. 8, No. 2.
Bhhutto, Niazz Ahmed et al. (2012). The Impact of Customer Satisfaction and Switching Barrier on Customer Loyalty in Pakistani Mobile Telecommunication Services. Journal of Management Research. Vol. 4, No. 4.
Indrawati, Mei. (2012). Pengaruh Faktor Pribadi dan Faktor Sosial Terhadap Keputusan Melakukan Kunjungan Wisata ke Obyek Wisata Bahari Lamongan (WBL). Jurnal Neo-Bis Vol. 6 No. 2, 170 – 188.
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Kotler, Philip. (2010). Manajemen Pemasaran, konsep dan Teori. Jakarta : Ghalia Indonesia,
Kotler, Philips dan Amstrong, (2005), Dasar-dasar Pemasaran Jilid 2, Prenthallindo.
Kozak, M. & Rimmington, M. (2000). Tourist Satisfaction with Mallorca, Spain, as on Off-Season Holiday Destination. Journal of Travel Research Vol. 38, 260 – 269.
Maria Ayu Christina. (2006). Pengaruh Dimensi Kualitas Jasa Layanan Simpanan Terhadap Kepuasan Nasabah BRI Kantor Cabang Patimura Semarang, Universitas Negeri Semarang Fakultas Ilmu Sosial.
Sugiyono. (2011). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Afabeta
Tjiptono Fandy. (2011). Manajemen Pemasaran Jasa. Yogyakarta : Andi Offset
