STUDI TENTANG KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN

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Tesis Jurusan Manajemen : STUDI TENTANG KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN Dl RUMAH SAKIT ISLAM MANISRENGGO KLATEN


M. Wahyuddin
Program Pascasarjana
Universitas Muhammadiyah Surakarta

ABSTRACT

The purpose of this research is to examine the influence of the service quality of medical, paramedical, and medical support for consumers’ satisfaction in Islamic Hospital Manisrenggo Klaten. The relevant data are taken with questioner. The researchpopulation is all consumers or customers, and the samples are teken from the last week consumers of November and the first week of December 2005. The sampling technique is that of purposive sampling. Data analysis method used are ‘validity and reliability test of questioners, multiple regression analysis, t-test, fit-test, and classical assumption test. The results show that the questioners are valid and reliable. F-test shows that all variables of service quality have significant influence for consumers’ satisfaction. The t-test result shows that each variable of service quality has significant positive influencefor consumers’ satisfaction variable at the 10% significant level.

Fit-test shows that the model in this study has sharp, and the rersult of classical assumption test shows that there is no problem about it. The conclusion from the results above is the medical service quality, paramedical service quality, and medical support service quality have significant positive influence for consumers’ satisfaction in Islamic Hospital, in Manisrenggo Klaten.
Keywords: service quality, consumers ‘ satisfaction.

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