PENGARUH PELAYANAN, HARGA DAN FASILITAS TERHADAP KEPUASAN PASIEN

CESARINO , TOMAS SOARES RIBEIRO (2015) PENGARUH PELAYANAN, HARGA DAN FASILITAS TERHADAP KEPUASAN PASIEN. Undergraduate thesis, UPN "Veteran" Jawa Timur.

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Abstract

The services sector, especially health services experienced significant growth and has good prospects. This condition makes the competition become more progressively tight. Every hospital should be able to use a variety of ways in order to attract patients through the quality of service. Society tends to demand fast and better healthcare service. Many hospital are aware of it, so they have to achieve that customer satisfaction in a variety of strategies to retain customers. The aim of this research is to analyze the effect of service, price and facilities to the satisfaction of outpatients. This Research is done in Darmo Hospital Surabaya. The population in this study were outpatients of Darmo Hospital Surabaya. The number of samples used in this study are 97 people. Data was collected through questionnaire by purposive sampling technique. Data analysis technique used is multiple linear regression analysis to determine the influence of the variable services (X1), price (X2) and facilities (X3) to the satisfaction of outpatients at Darmo Hospital Surabaya. The analysis showed that the variable service (X1), have a significant positive effect on patient satisfaction variables (Y), price (X2) not have effect on patient satisfaction variables (Y), facilities (X3) have a negative effect on patient satisfaction variables (Y). Keywords: Service (X1), price (X2), facility (X3) and patient satisfaction (Y)

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