Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien di Rumah Sakit Universitas Sumatera Utara
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Institusion

Universitas Sumatera Utara

Author

Pane, M. Khairul

Subject

Physical Evidence 

Datestamp

2018-12-21 02:43:10 

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.