ANALISIS PENGARUH KUALITAS JASA PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP PADA RUMAH SAKIT DI KOTA PALEMBANG

Hariyanti, Ni Made Rianita (2014) ANALISIS PENGARUH KUALITAS JASA PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP PADA RUMAH SAKIT DI KOTA PALEMBANG. Undergraduate thesis, Universitas Katolik Musi Charitas Palembang.

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Abstract

ABSTRACT This study aims to determine the effect of Total Quality Service (TOS) toward customer satisfaction in Palembang's hospital. The population of this study were all the patient of some hospitals in Palembang. Samples are determined by using convenient sampling Sampels of this study that can be used are 106 samples. Data analysis using multiple regression by SPSS version 17.00. The test results show that the first hyplgesis (HI) that reliability has no effect customer satisfaction. The second hypothesis (H2) that responsiveness has an effect to customer satisfaction. The third hypothesis (113) that assurance has an effect to customer satisfaction. The fourth hypothesis (H4) that empathy has no effect to customer satisfaction. Last, the fifth hypothesis (H5) that tangibles has no effect to customer satisfaction Keywords: Total Quality Service, Customer Satisfaction, Hospital

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