Article

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH SAKIT WAVA HUSADA MALANG

01/2010;
Source: OAI

ABSTRACT This research was a survey to Wava Husada Hospital Service Company titled “The Influence of Service Quality to Consumer Satisfaction at Wava Husada Hospital Malang” The research aimed to find out the quality of service offered by Wava Husada Hospital Malang, to find out about customer satisfaction of service quality by Wava Husada Hospital Malang, also to find out the quality influence to the customer satisfaction of Wava Husada Hospital Malang, and the largest variable of service quality influencing customer satisfaction of Wava Husada Hospital Malang. Analytical tool used was scale and multiple linear regression with F test and t test. Data analysis showed that the quality offered by Wava Husada Hospital Malang was good with scale of each independent variable 215,8 for X1, 239 for X2, 251,8 for X3, 240,8 for X4 and X5 value 242,8 and customer satisfaction of service quality offered by Wava Husada Hospital Malang was satisfied with scale 241,8, there also was known the relation and influence between independent variable with dependent variable by F-count 26,744 and F table 2,358. Contribution of independent variable to the dependent variable was 67,6% and influenced variable was reliability (X2) valued 0,291.

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