PENGARUH DISKUALITAS PELAYANAN TERHADAP NEGATIVE WORD OF MOUTH (WOM) DENGAN KETIDAKPUASAN PASIEN SEBAGAI VARIABEL INTERVENING (Studi Pada Puskesmas Ngesrep Di Kota Semarang)
ABSTRACT: This research was
motivated by a lot of medical patient complaints after visiting to Puskesmas
Ngesrep in form of critics and suggestions. It indicates there areunsatisfactory
feelings after their visit to Puskesmas Ngesrep that could be because of disquality
services from the management. This research is aiming to analyze the effect ofdisquality
service medic and non-medic toward patient disatisfaction and negative WOM.This
research using descriptive and quantitative for data analyze. The samples for
this research are 400 patients that visited Puskesmas Nngesrep. Data was
collected using questionnaires which tested the validity and reliability. The
data was analyzed using multiple regression.
The result of descriptive analysis shown that disquality service medic,
disquality servicesnon-medic, patient’s disatisfaction, and negative WOM
Puskesmas Ngesrep classified as low. Statistical tests shown patient’s
disatisfaction variable is affecting positively toward negatif WOM variable
(hypothesis 1 is accepted), disquality service medic variable isaffecting
positively toward patient’s disatisfaction (hypothesis 2 is accepted),
disquality services medic variable is affecting positively toward negatif WOM
(hypothesis 3 is accepted), disquality service non-medic is affecting
positively toward dissatisfaction patient’s (hypothesis 4 is accepted), and
disquality services non-medic variable is affecting positively toward intention
to negative WOM (hypothesis 5 is accepted).
Keywords: disquality service
medic, disquality service non-medic, patient’s disatisfaction, negative WOM
Penulis: Donni Renaldy
Suratman, Ibnu Widiyanto
Kode Jurnal: jpmanajemendd161388
