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Pengaruh service quality terhadap customer satisfaction dan customer loyality Rumah Sakit Haji Jakarta

Hapsari Setyo Wardhani (Pembimbing/Promotor) - ; Siti Marnina - ;

Focus of this study is about effect of service quality on customer satisfaction and loyalty from patients that had been hospitalized or still been hospitalized in Jakarta Haji Hospital for periode of March 2010 - August 2010. This study used descriptive research. Research used 100 sampel of patient using non-probability sampling. Researcher used reliability test, factor analysis, frequency distribution and regresion analysis as method of analysis. Result shows service quality has positif effect toward customer satisfaction and loyalty simultanly. Partially tangibility, courtesy and reliability dimension have positif effect toward customer satisfaction, while courtesy has positif effect toward customer loyalty.The research suggests that if the hospital wants to get customer satisfaction and loyalty, its must improve their service quality.Ada tabel


Ketersediaan

Call NumberLocationAvailable
7211PSB lt.2 - Karya Akhir1
PenerbitDepok: Program Studi Manajemen Fakultas Ekonomi Universitas Indonesia 2011
Edisi-
SubjekConsumer satisfaction
Consumer loyalty
Service quality
Hospotals
ISBN/ISSN-
Klasifikasi-
Deskripsi Fisikxii, 73 p., 23 p. : diagr. ; 30 cm & lamp
Info Detail Spesifik-
Other Version/RelatedTidak tersedia versi lain
Lampiran BerkasTidak Ada Data

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