PENINGKATAN CITRA DAN KEPERCAYAAN MASYARAKAT PADA RUMAH SAKIT MILIK PEMERINTAH MELALUI PERBAIKAN SISTEM PENYAMPAIAN JASA
ABSTRACT: The aims of this
research is to analyze: 1) the effect of physical support to contact personnel,
2) the effect of service delivery systems that consist of physical support and
contact personnel to hospital image, 3) the effect of service delivery systems
that consist of physical support and contact personnel to hospital consumer
trust’, 4) the effect of hospital image to consumer trust’. This research is a
quantitative research. This research is descriptive and verivicative research
with descriptive and explanatory survey methods. Type of investigation in this
research is causality with time coverage is cross sectional. Sampling method
used in this research is multistage sampling by taking four public hospital in
Banyumas residence with 100 hospital consumers’ as respondents (patients and
their family). Data analysis methods used in this research are descriptive
analysis and path analysis. The research results show that: 1) Physical support
correlate to contact personnel, 2) physical support affecting hospital image,
3) contact personnel is not affecting hospital image, 4) physical support
affecting consumers’ trust, 5) contact personnel affecting consumers’ trust, 6)
hospital image affecting consumers’ trust.
Keywords: service delivery
systems, physical support, contact personnel, hospital image, consumers’ trust
Penulis: Rahab, Alisa Tri
Nawarini
Kode Jurnal: jpmanajemendd120709
