Arakian, Emanuel (2013) ANALISIS FAKTOR-FAKTOR YANG BERPENGARUH PADA KEPUASAN PASIEN DI PUSKESMAS WAIWERANG, KABUPATEN FLORES TIMUR, NUSA TENGGARA TIMUR. Skripsi thesis, Universitas Setia Budi Surakarta.
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Abstract
Generally consumer dissatisfaction related with the attitudes and behavior of workers, less communicative and informative of physicians, duration of admission process, engagement and hygiene clinic, and the doctor and nurse service delay. Doctors are difficult to be found in the clinic, as well as the ease of getting information and communication. The purpose of this study was to test the significance influence of reliability, responsiveness, assurance, empathy, physical facilities foward perceived service quality to customer satisfaction. Research used survey methods with a sample of clinic Waiwerang consumers, as many as 118 respondents. Measurement scale to the research variables is Likert Scale. Data was analysed with hierarchycal regression analysis. Based on above analysis of five variables, namely reliability, responsiveness, assurance, empathy, and physical facilities variables, there are only three significant variables were mediated by perceived service quality toward customer satisfaction, which are responsiveness, assurance, and empathy a varibles. Keywords : Responsive, Assurance, Empathy, The Perceived Service Quality, Customer Service.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Responsive, Assurance, Empathy, The Perceived Service Quality, Customer Service. |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Fakultas Ekonomi > Prodi S1 Manajemen |
| Depositing User: | B Supri Yadi |
| Date Deposited: | 20 Feb 2020 03:44 |
| Last Modified: | 20 Feb 2020 03:46 |
| URI: | http://repo.setiabudi.ac.id/id/eprint/2626 |
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