ANALISIS PENGARUH DIMENSI ORIENTASI LAYANAN (S ERVI CE O RI E N TAT I O N ) TERHADAP INOVASI LAYANAN (SER 14 CE r N N OVAT| O N)RSUD M. YUNUS BENGKULU

Anggarawati, Sularsih (2014) ANALISIS PENGARUH DIMENSI ORIENTASI LAYANAN (S ERVI CE O RI E N TAT I O N ) TERHADAP INOVASI LAYANAN (SER 14 CE r N N OVAT| O N)RSUD M. YUNUS BENGKULU. The Manager Review Jurnal Ilmiah Manajemen, 15 (1). pp. 303-313. ISSN 1979-2239

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Abstract

The purpose of this study is to examine the effect of service orientation on service innovation. T'he study hove been conducted at public sector of Regionat General Hospital (RSUD) M. Yunus. Data is primary, there were 249 questicnnaires of which can be analyzed.T'his study utia, multiple linear regression analysis with the.SP.SS 16 program. To measure iervice innovation, it is used five indicotors' They are implementation, special program, new methods, modification,offiring new service. Variables of strategic orientation are measured by 10 dimensions. They are service visiort, seruant leadership, customer treatment employee empowerment, service prevention, service failure faiture recovery, service technology, seryice standord communication, service reward, and seruice training . Based on the test results proving that the orientation dimensions have a significant influence for the service innovation, they are servant leadership, service failure recovery, service technology, and service training. White the other dimensions did not significantly effect seruice irtnovotion, they are service ision,customer treatment, employee empowerment, service failure prevention, and service reward.

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