PENGARUH KUALITAS PELAYANAN PADA WORD OF MOUTH YANG DI MEDIASI KEPUASAN PELANGGAN DI RUMAH SAKIT ISLAM AMAL SEHAT SRAGEN

Nisitarukmi, Diah (2017) PENGARUH KUALITAS PELAYANAN PADA WORD OF MOUTH YANG DI MEDIASI KEPUASAN PELANGGAN DI RUMAH SAKIT ISLAM AMAL SEHAT SRAGEN. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

This research purpose to test customer satisfaction in mediating the influence of service quality on word of mouth. Good service quality will also encourage buyers or customers to recommend to friends, relatives or to their family to seek treatment at RSI Amal Sehat Sragen. Word of mouth will positively impact on customer satisfaction in the future. The data obtained through questionnaires are distributed to patients at the RSI Amal Sehat Sragen Hospital. Sampling technique that used is purposive sampling with a population of outpatient class BPJS and non BPJS as much as 200 respondents. Hypothesis testing using by multilevel regression analysis (hierarchycal regression). The results of this study indicate that service quality significantly influences the word of mouth of the hospital, the quality of service has a significant effect on hospital customer satisfaction, customer satisfaction has significant effect on word of mouth, and customer satisfaction as mediation of service quality toward word of mouth of the hospital. Means customer satisfaction is proven to mediate part (partial mediation) relationship between service quality and word of mouth hospital. Keywords : service quality, customer satisfaction, word of mouth.

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: Keywords : service quality, customer satisfaction, word of mouth.
Subjects: H Social Sciences > HB Economic Theory
Divisions: Fakultas Ekonomi > Prodi S1 Manajemen
Depositing User: Herera Gadys USB
Date Deposited: 22 Feb 2019 07:17
Last Modified: 22 Feb 2019 07:17
URI: http://repo.setiabudi.ac.id/id/eprint/53

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