Abstract
Abstract: This study aims to clarify and determine the influce of service quality on customer satisfaction together and partial as well as to determine which variable are dominant influence on customer satisfaction at Bhayangkara Hospital Semarang (Opthamologist policlinic). The independent variables used in this study are reliability, responsiveness, confidence, empathy, and tangible. Dependent variable in this study is the customer satisfaction. This research was conducted at Bhayangkara Hospital Semarang (Opthamologist policlinic) . The population sample used is patients at Bhayangkara Hospital Semarang (Opthamologist policlinic). The sampling technique use Accidental Sampling. The sample used in this study amounted to 80 patients as respondents. Based on the F test results was showed that F Sig 0,000<0,005, which means the Service Quality which consists of reliability, responsiveness, confidence, empathy, and tangible have a significant influence on customer satisfaction. Based on the t results showed that the variables of reliability, responsiveness, confidence, empathy, and tangible significantly influence customer satisfaction. T test results also showed that the empathy (X4) variable have had the most powerfull effect compared with other variables, so the emphaty (X4) variable have the dominant influence on the customer satisfaction (patients).Keyword: Service Quality, Customer Satisfaction.
Highlights
This study aims to clarify and determine the effect of service quality on customer satisfaction together and partially and to find out which variables are dominantly affecting customer satisfaction at Bhayangkara Hospital Semarang (Opthamologist Policlinic)
Based on the results of the F test shows that the F count is greater than the F table, which means that service quality consisting of reliability, responsiveness, trust, empathy, and tangibility has a significant effect on customer satisfaction
T test results indicate that the empathy variable has the strongest effect compared to other variables such as reliability, responsiveness, trustworthiness and tangibility, so that the empathy variable has a dominant influence on customer satisfaction
Summary
This study aims to clarify and determine the effect of service quality on customer satisfaction together and partially and to find out which variables are dominantly affecting customer satisfaction at Bhayangkara Hospital Semarang (Opthamologist Policlinic). 3 | Pengaruh Kualitas Pelayanan di Era BPJS terhadap Kepuasan Pasien Rawat Jalan Pada Poliklinik Mata (Studi Kasus Pada Rumah Sakit Bhayangkara Semarang) perlindungan kesehatan bagi para pesertanya. Dari uraian diatas menunjukkan bahwa penelitian kepuasan konsumen merupakan kegiatan yang perlu diperhatikan oleh Rumah Sakit (Yousapronpaiboon, 2014), karena sebuah Rumah Sakit sangat tergantung pada diterima atau tidaknya produk atau jasa yang ditawarkan kepada pasien (Chatzoglou et al, 2014).
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
