Faktor-Faktor Berpengaruh pada Kepuasan Konsumen Untuk Penggunaan Jasa Rumah Sakit (Suatu Kajian Pada RSI Yarsi Ibnu Sina Padang)

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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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Jp Manajemen dd 2012