Pengaruh Kualitas Pelayanan pada Kepuasan Pelanggan RS Mardiwaluyo Metro Lampung

• Main Authors: , Dina Pramalina, S.T, , Dra. Sarie Winahjoe, MBA
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2012
• Subjects: ETD
• 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
• Institution: Universitas Gadjah Mada

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.