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Pengaruh service quality terhadap customer satisfaction dan customer loyality Rumah Sakit Haji Jakarta
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 Number | Location | Available |
|---|---|---|
| 7211 | PSB lt.2 - Karya Akhir | 1 |
| Penerbit | Depok: Program Studi Manajemen Fakultas Ekonomi Universitas Indonesia 2011 |
|---|---|
| Edisi | - |
| Subjek | Consumer satisfaction Consumer loyalty Service quality Hospotals |
| ISBN/ISSN | - |
| Klasifikasi | - |
| Deskripsi Fisik | xii, 73 p., 23 p. : diagr. ; 30 cm & lamp |
| Info Detail Spesifik | - |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas | Tidak Ada Data |