@thesis{thesis,
		author={Pane  M. Khairul},
		title ={Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien di Rumah Sakit Universitas Sumatera Utara},
		year={2018},
		url={},
		abstract={The purpose of this study was to determine and analyze the effect of Physical
Evidence, Reliability, Responsiveness, Assurance, Empathy on Consumer
Satisfaction in Hospital. University of Northern Sumatra. This research is
associative with a quantitative approach. Quantitative data was obtained based on
the results of processing questionnaire data distributed to the research sample. The
population of this study were hospital patients. University of Northern Sumatra.
Based on the Slovin formula, the research sample is known to be 76 respondents.
Distribution of questionnaires to respondents using random sampling method. The
technique used is multiple linear regression. Simultaneous research results show
that there is a positive and significant influence on Physical Evidence, Reliability,
Responsiveness, Assurance, Empathy Against Consumer Satisfaction in the
Hospital. University of Northern Sumatra. The partial test results show that Physical
Evidence has a positive and significant effect on Consumer Satisfaction in the
Hospital. University of Northern Sumatra. Reliability has a positive and significant
effect on customer satisfaction in hospitals. University of Northern Sumatra.
Responsiveness has a positive and significant effect on Consumer Satisfaction at
the Hospital. University of Northern Sumatra. Guarantee has a positive and
significant effect on consumer satisfaction in hospitals. University of Northern
Sumatra. Empathy has a positive and significant effect on consumer satisfaction in
hospitals. University of Northern Sumatra.}
		}