ANTESEDEN DAN KONSEKUENSI DARI CUSTOMER SATISFACTION PADA RUMAH SAKIT UMUM DAERAH DI SURABAYA

Sri Mulyono Joko Purnomo Purnomo

Abstract


The background of this study was to entrust the health services to hospitals on quality, consumers will
have the brand attitude, brand attitude of consumers to the brand overall evaluation. Or a positive
assessment of the brand can lead customers into believing the services provided so that the company
believes this attitude that led to patient satisfaction and intent to return again using the same
service.Customer satisfaction is the impact of the quality of the results, the quality of the interaction,
the quality between the patient and the patient and medical personnel. When quality reliable which
has prestige in this regard may lead the consumer to use the services and then the attitude of loyalty is
formed. With the level of consumer loyalty can deliver a positive attitude towards the Hospital that
consumers can trust and become advocates in maintaining quality. The aim of this study was to
analyze the effect of the importance of quality outcomes, Interaction Quality and Peer-to-peer Quality
to create the Customer Satisfaction which would impact on Customer Loyalty. This study design using
hypothesis testing aims to examine the relationship between the variables studied. a sample of 150
patients were examined you ever come to hospitals Surabaya. The sample used was purposive
sampling. The model used is based on research criteria. Analysis of the data used in this study were
collected by using questionnaires, by providing a written statement to the respondent. In addition, the
respondents to respond to the statement given. Questionnaires were administered closed and where
the answer is already available, In this study before distributing questionnaires to test the validity and
reliability of research instrument to get a measuring instrument valid and reliable. Results of this study
concluded that the Outcome Quality, Interaction Quality, Peer-to-peer Quality positive and significant
impact on Customer Satisfaction. Customer Satisfaction positive and significant impact on customer
loyalty. Overall service hospital in Surabaya, especially Hospital Dr Soetomo give pelyanan good, the
service pleasant, decent and positive so that the patient or the consumer will invite friends and family
to seek treatment in hospitals in Surabaya is and respondents did not miss the opportunity to tell
others things -it is good about the hospital in Surabaya. If consumers hear bad news or negative about
the hospital in Surabaya, consumers will straighten that is not good news because consumers are sure
to invite friends and family to the hospital in Surabaya for treatment.
Keywords : Quality outcomes, interaction quality and peer-to-peer quality, customer satisfaction and
customer loyalty.


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DOI: http://dx.doi.org/10.25105/jmpj.v8i1.1399

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