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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Kepercayaan Pasien Rawat Inap (Studi Pada RSUD Selasih Pelalawan)

As a refferal hospital to anticipate the patient need of Health Service in Pelalawan District’s, and the need to compete the private hospital, Selasih District Hospital has a mandatory work to increase the service quality index and patients’ trust. The findings of this research show the increase of patients’ low quality of service given by the Selasih Hospital. In addition, there is a contradictory to Customer Behavioural Theory, which state that the existing of loyal consumer caused by the high quality of service and the more costumers’ trust to the hospital.
The research’s design is a quantitative research approach, and using questionnaire as data collection instrument for 83 samples out of 483 populations, at Selasih Hospital’s VIP Patient. The documentation technique is used for secondary data, which come from Research Object. The data were analyzed by applying Partial Least Square Approach, in which the Customer Satisfaction is regarded as Intervening Variable.
The result of this research show that Service Quality has positive and significance effect to both Customer Satisfaction and Customer’s Trust. The results reveal that Customer Satisfaction has a mediate effect for Service Quality to Customer’s Trust. The suggestion is that the medical officer in Selasih Hospital should increase their responsiveness and empathy on customers’ complaint. The practicing of good governance and a cost transparency should be done for the customers’ satisfaction and trust.

Key words : Service Quality, Customer Satisfaction, Customer Trust, Hospital.

Ketersediaan
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Perpustakaan Universitas Riau 10 03. 219 (0174)
10 03. 219 (0174)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
10 03. 219 (0174)
Penerbit
Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen.,
Deskripsi Fisik
xii, 82 hlm.; ill.; 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
10 03. 219 (0174)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
PASCASARJANA (MAGISTER) MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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Tidak tersedia versi lain

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