CD Tesis

Analisis Kualitas PelayananTerhadap Kepuasan Konsumen Klinik Gigi PT Chevron Pacific Indonesia Rumbai

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MAULIDARMAN, NPM. 0810247471, Analysis of Service Quality To Customer
Satisfaction Of Dental Clinic PT Chevron Pacific Indonesia Rumbail. Under guidance
of Teddy Chandra and Arnawilis.
The objectives of this research are to analyze and investigate the influence of
service quality variables (reliabilty,responsiveness, assurance, empathy, and tangibles)
to customer satisfaction of Dental Clinic PT Chevron Pacific Indonesia Rumbai.
The research method used are descriptive verifycative with employees of PT
CPI and family who have gotten dental care in Rumbai Clinic. The population is
divided into two groups: those who ever received dental care from outside of the
Company's facility (“Ever Group”) and the another group is never (“Never Group”).
By using simple random sampling method obtained 200 respondents consisted of 100
respondents from each group. The data collection techniques are interviews, and
questionnaires. Multiple Regression Analysis is used to determine the influence of
variables and in order to test the hypothesis, statistical analysis is used.
The result of research from the " Ever Group " generate the value of F =
12,512 with a probability level of sig. 0.000 (< 0.05). This mean that dimensions of the
dependent variables together have significantly influence to customer satisfaction. In
the "Never Group" result F = 29,541 with a probability level of sig. 0.000 (

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 10.114 (0282)

Penerbit

Pekanbaru : Universitas Riau- Pasca Sarjana - Manajemen Rumah Sakit., 2014

Deskripsi Fisik

xiv, 134 hlm., ill., 29 cm

Bahasa

ISBN/ISSN

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Klasifikasi

10 10.114 (0282)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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