Pengaruh Penanganan Keluhan Terhadap Kepuasan Konsumen atas Penanganan Keluhan Pelayanan Rumah Sakit Studi pada RSUP Dr. Sardjito Yogyakarta
At this time the business environment has become very tight competition. Health services have become good commodity as a business opportunity. Shown by the number of hospitals and diagnostic centers establishments in Yogyakarta. Customers who want to re-use the services is the key to success to be a...
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| Main Authors: | , |
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| Format: | Theses and Dissertations NonPeerReviewed |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2013
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| Subjects: | |
| Online Access: | https://repository.ugm.ac.id/119146/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=59139 |
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| Institution: | Universitas Gadjah Mada |
| Summary: | At this time the business environment has become very tight competition. Health services have become good commodity as a business opportunity. Shown by the number of hospitals and diagnostic centers establishments in Yogyakarta. Customers who want to re-use the services is the key to success to be achieved. Because a lot of customers who are upset with the complaint handling that given by the hospital and it was able to destroy customer loyalty in services. This study wanted to see the fairness perception that customer get in hospital complaint handling by the study in RSUP Dr Sardjito. The results may indicate that customer satisfaction with service recovery is strongly influenced by justice perceptions. Where procedural and interactional justice
has a strong role in service recovery. Proper procedural and interactional justice can reduce the need of distributive justice. |
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