PENGARUH KUALITAS PELAYANAN, HARGA DAN FASILITAS TERHADAP KEPUASAN PASIEN RAWAT JALAN PADA RUMAH SAKIT IMELDA
Keywords:
Service quality, prices, facilities, outpatient satisfactionAbstract
This study aims to determine and explain the influence of service quality, prices and facilities on outpatient satisfaction at Imelda Hospital. Data was collected using surveys, documentation and interviews. The research approach used was quantitative, with 100 respondents selected using purposive sampling. The data in this study were analyzed using SPSS. The research results show that service quality, prices and facilities have a good influence. Together they have a positive and significant effect on patient satisfaction. The coefficient of determination value of 0.441 shows that 44.1% of patient satisfaction can be explained by service quality, price and facilities while the remaining 55.9% is explained by other factors such as trust, location and brand image.Warning: Invalid argument supplied for foreach() in /opt/lampp/htdocs/ojs/plugins/generic/usageStats/UsageStatsPlugin.inc.php on line 788
Downloads
References
Boy, S. . (2007). Sistem Informasi Manajemen Rumah Sakit. Yogyakarta: Konsoesium Rumah Sakit Jateng- DIY.
Hosang, N. (2016). Analisis pengaruh kualitas pelayanan dan harga terhadap kepuasan pasien. Vol 16 No 01.
Hosang, N. (2016). Analisis Pengaruh Kualitas Pelayanan dan Harga terhadap Kepuasan Vasien. Vol. 16. No. 01.
Indrasari, M. (2019). Pemasaran dan Kepuasan Pelanggan p125 Jilid 1. Jakarta: Erlangga.
Irawan. (2008). Manajemen Pemasaran Modern. Yogyakarta: Liberty Offset.
Kotler dan Keller (2014). Manajemen Pemasaran, Jilid 1, Edisis Ke12, Jakarta: Erlangga
Lovelock, W. (2002). Principles of service marketing and management, 2nd edition, prentice hall.
Lupyoadi, P. (2006). Manajemen Pemasaran Jasa, Teori dan Praktek. Salemba Empat
Sumayang, L. (2003). Dasar-Dasar Manajemen Produksi dan Operasi, Jakarta: Salemba
Tjiptono (2006). Pemasaran Jasa, Malang: Bayumedia
Tjiptono (2014). Pemasaran Jasa, Prinsip, Penerapan dan Penelitian, Yogyakarta: Sndi Offser.
Tjiptono dan Chandra, G. (2012). Pemasaran Stratejik, Edisi Kedua, Yogyakarta: ANDI
Tse, D. a. (2013). Models of Consumer Statisfaction Formation An Extention. Journal of Marketing Research.
Yamit, Z. (2001). Manajwemen Kualitas Produk dan Jasa, Yogyakarta: Ekonosia
Yolanda (2016). Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Pasien Rawat Inap di Puskesmas. Vol.01
Yolanda. (2019). Pengaruh Kualitas Pelayanan dan fasilitas terhadap kepuasan pasien rawat inap di puskesmas. Vol.01.
