PENGARUH KEGAGALAN PELAYANAN PADA NIAT BERPINDAH KE RUMAH SAKIT LAIN YANG DIMEDIASI OLEH KETIDAKPUASAN

Lestianingrum, Endang (2016) PENGARUH KEGAGALAN PELAYANAN PADA NIAT BERPINDAH KE RUMAH SAKIT LAIN YANG DIMEDIASI OLEH KETIDAKPUASAN. Skripsi thesis, Universitas Setia Budi Surakarta.

[img] Text
2016_10120215 L (SKRIPSI).pdf
Restricted to Repository staff only
Download (2MB) | Request a copy
[img] Text
INTISARI.pdf
Download (165kB)

Abstract

This research purpose to test dissatisfaction in mediating the effect of service failure on the switching intention. Service failures that occur can create dissatisfaction that drives the behavioral response that is switching intention. Removals patients will have a negative impact on hospitals in the form of the creation of a negative image among consumers and decrease financial income. The data obtained through questionnaires are distributed to patients at the PKU Muhammadiyah Surakarta Hospital. Sampling technique that used is purposive sampling with a population of inpatients Class II and Class III as much as 200 respondents. Hypothesis testing using by multilevel regression analysis (hierarchycal regression). The results of this study indicate service failures was significantly effect on hospital switching intention, service failures was significantly effect on dissatisfaction, dissatisfaction was significantly effect on hospital switching intention, and service failure becomes insignificantly againts on hospital switching intention after dissatisfaction entered as mediation, this means dissatisfaction was perfect mediating the relationship between the service failure and the hospital switching intention Keywords: service failure, dissatisfaction, switching intention

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: service failure, dissatisfaction, switching intention
Subjects: H Social Sciences > HV Social pathology. Social and public welfare
Divisions: Fakultas Ekonomi > Prodi S1 Manajemen
Depositing User: Tifany Nur Arfiana
Date Deposited: 10 Oct 2019 08:31
Last Modified: 10 Oct 2019 08:31
URI: http://repo.setiabudi.ac.id/id/eprint/1931

Actions (login required)

View Item View Item
Repository USB is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.