ANALISIS PENGARUH KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN TERHADAP MINAT MEREFERENSIKAN WORD OF MOUTH POSITIF “Studi Pada Pasien Rumah Sakit Tiara Sella Bengkulu”

Hasan Basri, Didin and Sularsih, Anggarawati (2012) ANALISIS PENGARUH KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN TERHADAP MINAT MEREFERENSIKAN WORD OF MOUTH POSITIF “Studi Pada Pasien Rumah Sakit Tiara Sella Bengkulu”. Undergraduated thesis, Fakultas Ekonomi UNIB.

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Abstract

The objective of this research is to analyze the influence of service quality and customer satisfaction toward positif word of mouth at Hospital Tiara Sella Bengkulu. This research represent taking sample from a population using questioner as compiler of the data. Data type the used is primary data which taken by questioner and secondary data which taken from the information and reference which relevant. Population in research are people had do service of Hospital Tiara Sella Bengkulu and compatible with research data. Method intake of sample used is accidental sampling. The method of data analysis was used descriptive and multiple regression analysis. Pursuant to result of data analysis obtained result of that is : 1) the variable of service quality have an effect on significant toward positif word of mouth of Hospital Tiara Sella Bengkulu. 2) the variable of customer satisfaction have an effect on significant toward positif word of mouth of Hospital Tiara Sella Bengkulu. This matter proved with value of t-count bigger than t-table. 3) the variable of service quality and customer satisfaction both have an effet on significant toward positif word of mouth of Hospital Tiara Sella Bengkulu.

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