ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI INSTALASI FARMASI RUMAH SAKIT UMUM HAJI SURABAYA

Setyorini, Lestari (2013) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI INSTALASI FARMASI RUMAH SAKIT UMUM HAJI SURABAYA. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

Pharmacy is part of the hospital in charge of organizing, coordinating, organizing and overseeing all activities of the service as well as carry out technical development kefarmasiaan Hospital. Pharmacy services is thus an integral part of the services the shelter's Hospital. The purpose of this study was to analyze the effect of service quality on customer satisfaction using impropriety pharmacy Pharmacy Regional Hospital Haji Surabaya. The study was conducted using a questionnaire distributed to 395 respondents purposive sampling using five variables, namely reliability, responsiveness, assurance, empathy, and tangibles and the dependent variable is customer satisfaction. The data obtained were analyzed with simple linear regression and multiple linear regression. The results showed moderate correlation with variable reliability and responsiveness, assurance, empathy, and tangibles significantly influence consumer satisfaction outpatient Hospital Pharmacy Haji Surabaya with strong correlation. Correlation in customer satisfaction can be explained in the reliability variable responsiveness, assurance, empathy, and tangibles at 78.4%, the remaining 21.6% is influenced by other variables that are not accommodated in the model (interference error). Keywords: Quality of service, patient satisfaction, Hospital Pharmacy Haji Surabaya.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Quality of service, patient satisfaction, Hospital Pharmacy Haji Surabaya.
Subjects:	B Philosophy. Psychology. Religion > B Philosophy (General) R Medicine > RS Pharmacy and materia medica
Divisions:	Fakultas Farmasi > Prodi S1 Farmasi
Depositing User:	magdalena kartika ningsih
Date Deposited:	21 Feb 2020 03:42
Last Modified:	21 Feb 2020 03:42
URI:	http://repo.setiabudi.ac.id/id/eprint/2867

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