Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Klinik Assalaam Medicare Sukoharjo

Ahmad, Banu Mushtafa and -, Drs. Wiyadi, M.M., Ph.D and -, Dr. Muzakar Isa, SE., M.Si., (2019) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Klinik Assalaam Medicare Sukoharjo. Thesis thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The aim to this study is to analyse the effect of five SERVQUAL dimensions namely reliability, responsiveness, assurance, tangible on patient satisfaction at Assalaam Medicare. This study was conducted at Assalaam Medicare clinic with sample population 103 patients out of 10,000 people. This study using questionnaire for data collection with data analysis techniques using Multiple Linear Regression. The results showed that reliability, responsiveness and physical evidences had a positive and significant influence on patient satisfaction, while Assurance and Empathy had not a positive and significant effect on patient satisfaction. The most influential variable on patient satisfaction is Physical Evidence. Keyword: Reliability, Responsiveness, Assurance, Empathy, Tangible, Customer Satisfaction.

Item Type:	Karya ilmiah (Thesis)
Uncontrolled Keywords:	Kehandalan, Daya Tanggap, Jaminan, Empati, Bukti Fisik, Kepuasan Pasien
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Pasca Sarjana > Magister Manajemen
Depositing User:	BANU MUSHTAFA AHMAD
Date Deposited:	23 Apr 2019 02:39
Last Modified:	23 Apr 2019 02:39
URI:	http://eprints.ums.ac.id/id/eprint/72185

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