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ANALISIS TINGKAT KEPUASAN PASIEN DENGAN PENDEKATAN KUALITAS LAYANAN PADA RUMAH SAKIT UMUM DAERAH KOTA SEMARANG

Indriani, Aprilia Dwi (2011) ANALISIS TINGKAT KEPUASAN PASIEN DENGAN PENDEKATAN KUALITAS LAYANAN PADA RUMAH SAKIT UMUM DAERAH KOTA SEMARANG. Undergraduate thesis, Universitas Stikubank Semarang.

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Abstract

This thesis is set up by Aprilia Dwi Indriani. 2011. ANALYSIS OF PATIENT SATISFACTION WITH QUALITY OF SERVICE APPROACH TO REGIONAL GENERAL HOSPITAL RSUD Semarang. Thesis. Program Management Studies, Faculty of Economics, University Stikubank Semarang. Consumer satisfaction is an assessment of the performance or quality of services provided. High consumer satisfaction to encourage consumer loyalty. Aim to undertake this work is to know the things that can affect the level of patient satisfaction with hospital service quality approach the city, to know the expectations and performance is perceived by consumers for services provided by hospitals of Semarang, and to analyze how much influence the quality of service to customer satisfaction in Semarang City Hospital A total of 100 patients Semarang City hospitals taken as respondents. The samples in this study conducted with purposive sampling technique, ie sampling technique based on coincidence, that is anyone who by chance met with investigators and can be used as a sample, when viewed people who encountered it suitable as a source of data. Purposive technique devoted only to inpatients and outpatients at the General Hospital of the city of Semarang. The results of this study indicate that service quality dimensions (tangible, reliability, responsiveness, assurance, and empathy) effect on patient satisfaction. Tangibles have positive and significant impact on patient satisfaction. Reliability has positive and significant impact on patient satisfaction. Responsiveness has positive and significant impact on patient satisfaction. Assurance has positive and significant impact on patient satisfaction. Empathy has positive and significant impact on

Item Type: Thesis (Undergraduate)
Additional Information: NIM : 06.05.51.0078 SKR V.05.51.0106
Uncontrolled Keywords: tangible, reliability, responsiveness, assurance, empathy
Subjects: H Social Sciences > HB Economic Theory
Faculty / Institution: Fakultas Ekonomika dan Bisnis > Program Studi Manajemen
Depositing User: Cholifah Noor
Date Deposited: 26 Jul 2012 10:22
Last Modified: 26 Jul 2012 10:22
URI: http://eprints.unisbank.ac.id/id/eprint/481

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