PENGARUH KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN KONSUMEN (Studi Kasus pada Puskesmas Perawatan Kembang Seri Kabupaten Bengkulu Tengah)

Prasetyo, Mikael and Soengkono, Soengkono (2017) PENGARUH KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN KONSUMEN (Studi Kasus pada Puskesmas Perawatan Kembang Seri Kabupaten Bengkulu Tengah). Undergraduated thesis, Universitas Bengkulu.

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Abstract

The purpose of this research are (1) knowing the effect of the physical evidence on consumer satisfaction, (2) knowing the effect of reliability on consumer satisfaction, (3) knowing the effect of responsiveness on customer satisfaction, (4) knowing the effect of collateral on consumer satisfaction, (5 ) knowing the effect of empathy on customer satisfaction.This research used qualitative methods which perform discussing the descriptively, with using frequency distribution table, on average, percentage. The variable in this research is the physical evidence, Reliability, Responsiveness, Assurance, Emphathy. The method of collecting data in this research using questionnaires. The sampling method used is accidental sampling and snowball sampling. This research using test validity and reliability test, with multiple linear regression analysis through F test, the coefficient of determination.The result effects of health care quality to customer satisfaction through the variable physical evidence, reliability, responsiveness, assurance, and empathy that views of respondents who went treatment to public health centers Care kembangseri Central Bengkulu district is good. Based on these results it can be concluded that physical evidence, reliability, responsiveness, assurance, and empathy has positive effect to customer satisfaction.

Item Type: Thesis (Undergraduated)
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Economy > Department of Management
Depositing User: 160 Daryono Daryono
Date Deposited: 01 Nov 2017 07:10
Last Modified: 01 Nov 2017 07:10
URI: http://repository.unib.ac.id/id/eprint/11935

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