Pengaruh MCSQ dan COSE terhadap service recovery serta dampaknya pada kepuasan pelanggan RSUD Dr. Iskak Tulungagung (Studi pada pasien rawat jalan)
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Institusion
Universitas Merdeka Malang
Author
Rusandy, Deby Santyo
Subject
H Social Sciences (General)
Datestamp
2024-07-23 07:20:01
Abstract :
This study aimed to describe MCSQ, COSE, service recovery and customer satisfaction Hospital Dr. Iskak Tulungagung; COSE MCSQ and analyze the effect on service recovery; COSE MCSQ and analyze the effect on customer satisfaction; analyze the influence of service recovery on customer satisfaction, and analyze the effect MCSQ and COSE to customer satisfaction through service recovery Hospital Dr. Iskak Tulungagung. The analysis technique used deskritpif analysis and structural equation modeling. The analysis showed that MCSQ is formed by supportive management and investment in technology. COSE in this case the patient formed by the technical skill,social skills, motivation and decision making authority, Service recovery is formed of a responsive and compensation. Customer satisfaction is formed of patient services that meet expectations, the impression in receiving care and experience for services received. MCSQ and COSE effect on service recovery. MCSQ and COSE effect on customer satisfaction. Service recovery effect on customer satisfaction. Service recovery, MCSQ and COSE are mediating the influence on customer satisfaction.
This study aimed to describe MCSQ, COSE, service recovery and customer satisfaction Hospital Dr. Iskak Tulungagung; COSE MCSQ and analyze the effect on service recovery; COSE MCSQ and analyze the effect on customer satisfaction; analyze the influence of service recovery on customer satisfaction, and analyze the effect MCSQ and COSE to customer satisfaction through service recovery Hospital Dr. Iskak Tulungagung. The analysis technique used deskritpif analysis and structural equation modeling. The analysis showed that MCSQ is formed by supportive management and investment in technology. COSE in this case the patient formed by the technical skill,social skills, motivation and decision making authority, Service recovery is formed of a responsive and compensation. Customer satisfaction is formed of patient services that meet expectations, the impression in receiving care and experience for services received. MCSQ and COSE effect on service recovery. MCSQ and COSE effect on customer satisfaction. Service recovery effect on customer satisfaction. Service recovery, MCSQ and COSE are mediating the influence on customer satisfaction.
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