International Journal of Scientific & Technology Research

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IJSTR >> Volume 9 - Issue 4, April 2020 Edition

International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616

Adoption The Service Quality Principle Into Hospital Industry

[Full Text]



I Ketut Sirna, Gusti Ngurah Joko Adinegara, I Gusti Bagus Rai Utama



Service Model, Service Perception, Customer Satisfaction



The perception of customer satisfaction in terms of service quality at Balimed Hospital is an effort to hear customer input and provide the best service, which translates into aspects of Tangible service, Reliability, Responsiveness, Assurance, Empathy, service models, service perceptions as policies and initiatives management in meeting the needs, desires and demands of customers. This research is to improve service as a model of customer satisfaction perception in terms of service quality with the Total Quality Service (TQS) method. This research technique uses a total sample of 99 respondents. And multiple linear regression data analysis, using the t test and F test, and the coefficient of determination to determine the magnitude of the effect of variable x, namely Total Service Quality (tangible, reliability, responsiveness, assurance, empathy, service model, service perception) of the variable y, namely customer satisfaction. The results of the perception model of customer satisfaction in terms of service quality show partially, tangible (X1) of -0.003, reliability (X2) of 0.144, responsiveness (X3) of 0.403, assurance (X4) of -0.034, empathy (X5) of0.0595 , service model (X6) of -0.003, service perception (X7) of 0.393. on customer satisfaction (Y) at Balimed Hospital, and simultaneously the influence of service quality is Y=0.044-0.003X1+0.144X2+0.403X3-0.034X4+0.095X5-0.003X6+0.393X7. on the quality of service at Balimed Hospital. Conclusion: this study is the Customer Satisfaction Perception Model which is a Review of Service Quality can be realized well in Balimed Hospital.



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