FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELAYANAN DI RUANG RAWAT RUMAH SAKIT

• Main Author: HERAWATI </br> (NIM 28199084), <br>HERLINA
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/4865
• Institution: Institut Teknologi Bandung

<b>Abstrak : </b><p align="justify">In the era of free trade and globalization, the possibility of many foreign capital investments in medical services like hospitals as medical providers have caused many choices for the people to choose which hospital can fulfill their satisfaction. Obviously, only qualified hospitals which can give qualified services will be chosen by them. <br /> So it will be a challenge for domestic hospitals to improve their quality of service to be able to remain alive and take profits. <br /> This thesis try to formulate the factors which are assumed important to improve customer satisfaction to the medical services served by Muhammadiyah Hospital Bandung (RSMB). <br /> Data collection are done using quotioner to absorb customers' perceptions related to the services accepted from RSMB. This quotioner is based on 5 dimensions as the quality of service parameters . Data are processed using a computer software called SPSS Release 10.0.1. <br /> According to the inputs from the respondents, the dimensions hoped to be improved by the hospital are Tangibles, Empathy, dan Reliability. Other dimensions (Assurance and Responsiveness) are assumed as secondary dimensions.