ANALISIS FAKTOR – FAKTOR YANG MEMPENGARUHI KEPUASAN PASIEN DAN PENGARUHNYA TERHADAP MINAT MEREFERENSIKAN PELAYANAN RAWAT JALAN PADA RS. PKU MUHAMADIYAH GUBUG KABUPATEN GROBOGAN
ABSTRACT: Hospital is
one of type
effort for service
that is now
stays in very tightening emulation
climate. Struggle to
create recuring business with
customer occupies central point
in the effort
hospital to exeed
at long-range emulation. Service quality
and cutomer value
becomes thing which
necessary for hospital. This research
analysis factors influence
customer satisfaction to
create hospital service reference
enthusiasm in Hospital
PKU Muhamadiyah Gubug
Kabupaten Grobogan.
Research problem is
existence of gap
or debate at
antecedent research would consequence
and from customer
satisfaction. Other problems
is the happening of downdraft of
number of outpatients continually at last four months and existence
of improvement of
number sighs from
patient. Respondent in
this research 120 patients
with sampling method
applies acidental sampling.
This research applies analysis Structural Equation Modeling (SEM) what
implemented through program AMOS as a means of assists its the analysis.
Result of research
proves that service
quality, cutomer value
and excellence of product
has positive influence
and signifikan to
customer satisfaction. Hereinafter, customer satisfaction of influence
positive and signifikan to hospital service
reference enthusiasm. Excelsior
service quality and
cutomer value has customer
satisfaction of excelsior
and causes home
service reference enthusiasm
which excelsior.
Keyword: Service
quality, Customer Value,
Customer satisfaction and Hospital Service Reference Enthusiasm
Penulis: Sugiharti
Kode Jurnal: jpmanajemendd100119
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