ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PASIEN RAWAT JALAN RSUP DR SARDJITO YOGYAKARTA TAHUN 2017
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Institusion
Sekolah Tinggi Ilmu Ekonomi Widya Wiwaha
Author
Wahyuningsih, Nanik Ekasari
Hidayat, Anas
Zuraida, Lukia
Hidayat, Anas
Zuraida, Lukia
Subject
Manajemen Pemasaran
Datestamp
2018-09-07 09:13:44
Abstract :
This research aims at analyzing the significance of effect of variable tangible, reliability, responsiveness, assurance and empathy on patient satisfaction in RSUP Dr. Sardjito Yogyakarta. The population in study were 150 patients hospitalized in the RSUP Dr. Sardjito Yogyakarta period moon January ? February 2018. The sampling technique used non probability sampling method. The data collection technique using questionnaires through validity and reliability. This analysis was conducted to test the regression coefficients jointly or simultaneously (F test), the test individually or partial regression (t test), analysis of determination (R2) and regression test. T test result prove that the variables tangible, reliability, assurance and empathy have positive and significance effect on the dependent variable is customer satisfaction but not with variebles responsiveness.The results of this study indicate that the R2 value of 0,730, which means 73% of patient satisfaction variables explained 73% by tangible variable (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), Empathy (X5) and 37% influenced by other factors. Keywords : quality of service (tangible, reliability, responsiveness, assurance empathy)and customer satisfaction
This research aims at analyzing the significance of effect of variable tangible, reliability, responsiveness, assurance and empathy on patient satisfaction in RSUP Dr. Sardjito Yogyakarta. The population in study were 150 patients hospitalized in the RSUP Dr. Sardjito Yogyakarta period moon January ? February 2018. The sampling technique used non probability sampling method. The data collection technique using questionnaires through validity and reliability. This analysis was conducted to test the regression coefficients jointly or simultaneously (F test), the test individually or partial regression (t test), analysis of determination (R2) and regression test. T test result prove that the variables tangible, reliability, assurance and empathy have positive and significance effect on the dependent variable is customer satisfaction but not with variebles responsiveness.The results of this study indicate that the R2 value of 0,730, which means 73% of patient satisfaction variables explained 73% by tangible variable (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), Empathy (X5) and 37% influenced by other factors. Keywords : quality of service (tangible, reliability, responsiveness, assurance empathy)and customer satisfaction
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