KECAKAPAN PETUGAS, FAKTOR TERBESAR KEPUASAN KONSUMEN TERHADAP KUALITAS LAYANAN RUMAH SAKIT UMUM

Ady, Sri Utami (2008) KECAKAPAN PETUGAS, FAKTOR TERBESAR KEPUASAN KONSUMEN TERHADAP KUALITAS LAYANAN RUMAH SAKIT UMUM. JAMBSP (Jurnal Akuntansi, Manajemen Bisnis dan Sektor Publik), 5 (1). pp. 85-104. ISSN 1829-9857

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Abstract

The aim of this research was to analized the factors influencing consumer’s satisfaction, used the patien perception there own. There was 22 variabels who estimate influence consumer’s satisfaction. From several research, the 22 variables to be grouped at five dimention, namely: tangible, reliability, responsiveness, assurance and emphaty. From factor analysis, 22 variables was groupping just on one factor because there was the similar answer possibility from the responden. The result of multiple linear regression analysis discovered there was there group of positive significant influenced, there was 4 variables, twice, the group of positive not significant influenced, there was 10 variables, and the third, the group of negative not significant, there was 8 variables. The labor capability (X17) had the strongest influence on consumer’s satisfaction. The explanation capacity of 22 independent variables to dependent variable variability was 77,6%. There was not multikolinearity and heteroscedasticity. From autocorrelation exam, there was on inconclusive area . Sampel was normal distribution and this model was liner.

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