Pengaruh Kualitas Pelayanan pada Kepuasan Pelanggan RS Mardiwaluyo Metro Lampung
This thesis aims to examine the impact of service quality to customer satisfaction. The hypothesis is that service quality consists of tangible, reliability, responsiveness, assurance and empathy together and partially significant influence on customer satisfaction Mardiwaluyo hospital Metro Lampung...
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| Main Authors: | , |
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| Format: | Theses and Dissertations NonPeerReviewed |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2012
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| Subjects: | |
| Online Access: | https://repository.ugm.ac.id/98265/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=52111 |
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| Institution: | Universitas Gadjah Mada |
| Summary: | This thesis aims to examine the impact of service quality to customer
satisfaction. The hypothesis is that service quality consists of tangible, reliability,
responsiveness, assurance and empathy together and partially significant influence
on customer satisfaction Mardiwaluyo hospital Metro Lampung.
SERVQUAL concepts has been used in this study. The concept had
developed by Parasuraman et al (1988). In this study the quality of service as an
independent variable, while customer satisfaction as the dependent variable.
Quantitative data analysis using multiple linear regression method. Description of
the statistical analysis used to determine the perceptions of respondents.
Based on multiple linear regression equation, the dimension
Responsiveness biggest significant influence on customer satisfaction, while the
dimensions of Tangible of the smallest significant effect. In this study, the results
indicate customer dissatisfaction over the services provided by Mardiwaluyo
hospital. This dissatisfaction is due to the perception of respondents that are not
good at all five dimensions of service quality. |
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