Analisis Kualitas Pelayanan Publik dan Kepuasan Pelanggan (Studi Kasus Pasien Rawat Inap Keluarga Miskin di RSUD dr. M. Zein Painan, Kabupaten Pesisir Selatan)

Erixon, Erixon and Robiani, Bernadete and Erina, Lili (2006) Analisis Kualitas Pelayanan Publik dan Kepuasan Pelanggan (Studi Kasus Pasien Rawat Inap Keluarga Miskin di RSUD dr. M. Zein Painan, Kabupaten Pesisir Selatan). Kapabilitas Jurnal Administrasi Publik PS MAP Unsri , 1 (2). pp. 45-59. ISSN 1907-1825

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    Abstract

    Service quality measured by pursuant to five important dimensions from a service of according to Zeithaml, Parasuramant & Berry, they are tangibles, responsibility, responsiveness, assurance, and empathy. While concept from quality is difference of service quality of between perception/performance and hospitalized patient expectation the poor family in RSUD dr M.Zein Painan. The result this research is to show that in general quality of hospitalized patient service the poor family in RSUD dr M.Zein Painan of medium category, high, and very high (unlow). While patient satisfaction obtained from difference score of between valuable expectation and perception of negativity meaning disappointed patient. If using regression analysis obtained by regression Constanta of equal to 9,164 and regression coefficient of equal to 0,813 meaning, otherwise there is increase of service quality hence assess the patient satisfaction is 9,164; and if each every addition one score or assess the service quality will show an increase of score of patient satisfaction of equal to 0,813. And than by using t-Test (hypotheses test) to know the significance influence from service quality to patient satisfaction by partial and concluded by that service quality have an effect on manifestly (significant) to patient satisfaction

    Item Type: Article
    Uncontrolled Keywords: Quality, Measured, Tangibles, Reaslibility, Responsiveness, Assurance, Emphaty
    Subjects: H Social Sciences > H Social Sciences (General)
    Divisions: Faculty of Social and Political Sciences
    Depositing User: Sujianto Sujianto
    Date Deposited: 23 Oct 2013 08:42
    Last Modified: 23 Oct 2013 08:42
    URI: http://eprints.unsri.ac.id/id/eprint/2861

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