Faktor-Faktor Berpengaruh pada Kepuasan Konsumen Untuk Penggunaan Jasa Rumah Sakit (Suatu Kajian Pada RSI Yarsi Ibnu Sina Padang)
Abstract: The main purposes of
this research is to investigate customer satisfaction of RSI Yarsi Padang while
to observe the dominant factors that influence the RSI Yarsi’s customer
satisfaction. This research done in Padang, especially in RSI Yarsi Padang with
their patients as sample respondens. The data was collected through
questionnaires which consist of Likert scale anwers at 1-5 scales. There were
50 questionnaires being distributed to the respondents while 100% of them were
can be used to be analyzed. Using Importance Performance Analysis through
Importance Performance Matrix as a tool in analyze, researcher found that there
are some factors should be maintain by RSI Yarsi (in maintain performance
quadran ;where the performance of RSI Yarsi High and important of customers
significant). They are hospitality factor (A4) and cost and quality comparison
is equal (A10). On the other hands,
factor of administration procedure (A2) and supporting facility’ factor
(A9) are quiet not significant to customers. Result of this research is
significant for RSI Yarsi principals to create good decision for the future to
earn the loyal customers since they are satisfaction for RSI Yarsi services.
Keywords: Customer Satisfaction, Importance Performance Matrix,
Maintain Performance Quadran
Penulis: Gustina
Kode Jurnal: jpmanajemendd120263
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