ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT JALAN RSUP DR. SARDJITO YOGYAKARTA

Wahyuningsih, Nanik Ekasari and Mathori, Muhammad (2018) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT JALAN RSUP DR. SARDJITO YOGYAKARTA. In: SEMINAR NASIONAL DAN CALL FOR PAPER 2018 : Membangun Green Entrepreneur Solusi Bonus Demografi Indonesia. STIE Widya Wiwaha, pp. 223-233. ISBN 978-602-51174-1-1

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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

Item Type:	Book Section
Subjects:	C. Magister Manajemen > Manajemen Sumber Daya Manusia
Divisions:	S2 Manajemen
Depositing User:	Perpus MM STIE Widya Wiwaha
Date Deposited:	03 Mar 2021 03:13
Last Modified:	19 Aug 2021 03:56
URI:	http://eprint.stieww.ac.id/id/eprint/1474

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