THE MODEL OF CUSTOMER SATISFACTION IN TERMS OF SERVICE QUALITY

I Ketut Sirna, Gusti Ngurah Joko Adinegara

Abstract


ABSTRACT

The perception of customer satisfaction in terms of services quality in the hospital of Balimed is an attempt to take advice customer and give the best service, which is translated into services aspect, they are tangible, reliability, responsiveness, assurance, emphaty as a policy and management initiatives to meet the needs, desires, and demand of customer. The purpose of this research is to increase service quality as a customer satisfaction in terms of service quality with the methods Total Quality Service (TQS). The technique of this study use the total sample is 99 respondents. While data analysis on this research uses multiple linear regression analysis by using the test and test f, t as well as the coeffcients determination to know the variable influence, x which is the total quality service (tangible, reliability, responsiveness, assurance, emphaty) on variables y, namely customer satisfaction. The results of a customer satisfaction in terms of service quality indicated in partial, tangible (X1) of -0.003, reliability (X2) of 0.144, responsiveness (X3) to 0.403, assurance (X4) of-0.034, empathy (X5) of 0.095 On customer satisfaction (Y) at the hospital Balimed and simultaneously influence to service quality (tangible, reliability, responsiveness, assurance, empathy) is Y=0.044-0.003X1+0.144X2+0.403X3-0.034X4+0.095X5 to services quality at the hospital Balimed. This research is a the model of customer satisfaction in terms of service quality (tangible, reliability, responsiveness, assurance, empathy) can be implemented well at the hospital of Balimed.
Keywords: Service model, customer satisfaction, hospital, TQS


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