Johanes, Johanes (2018) Pengaruh Kualitas Pelayanan dan Citra Merek Terhadap Kepuasan Pelanggan Rumah Sakit Kelas B di Kota Batam. Undergraduate thesis, Universitas Internasional Batam.
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Abstract
Rumah sakit merupakan salah satu aspek yang paling penting yang harus dimiliki disetiap wilayah. Sebagai perusahaan jasa tentunya pelayanan dan citra yang baik akan sangat mempengaruhi kepuasan dari para pelanggannya, pelayanan dan citra yang baik juga dapat meningkatkan daya saing antara satu rumah sakit dengan rumah sakit yang lain. Metode pemilihan sampel yang digunakan dalam penelitian ini adalah teknik non-probability sampling yaitu dengan menggunakan metode purposive sampling yaitu pemilihan sampel tidak secara acak tetapi sesuai dengan kriteria yang telah ditentukan yaitu pengisi kuisioner harus pernah menjadi pasien rawat inap/pernah menjenguk pasien rawat inap. Progam yang digunakan dalam penelitian ini adalah SPSS versi 22.0. Berdasarkan hasil penelitian ini dapat ditunjukkan bahwa variabel tangible, assurance, dan emphaty tidak berpengaruh signifikan terhadap variabel customer satisfaction, sedangkan variabel realibility, responsiveness, dan bran image memiliki pengaruh signifikan positif terhadap variabel customer satisfaction. Kata kunci : service quality, brand image, customer satisfaction ********************************************************************** Hospital is one of the most important aspects that must be owned in every region. As a service company of course, good service and image will greatly affect the satisfaction of its customers, service and good image can also improve the competitiveness of one hospital with another hospital. Sample selection method used in this study is a non-probability sampling technique that is by using purposive sampling method is the selection of samples not randomly but in accordance with the predetermined criteria of the questionnaire, filler must have been an in-patient / inpatients visitors or family. The program used in this research is SPSS version 22.0. Based on the results of this study can be shown that tangible, assurance, and emphaty variables have no significant effect on customer satisfaction variable, while variable realibility, responsiveness, and bran image have positive significant influence to customer satisfaction variable.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | Similarity: 23 |
| Uncontrolled Keywords: | service quality, brand image, customer satisfaction |
| Subjects: | H Social Sciences > HF Commerce > Business > Marketing. Distribution of products H Social Sciences > HF Commerce > Business > Personnel management. Employment management |
| Divisions: | School of Economic and Business > Accounting |
| SWORD Depositor: | Admin Repository Universitas Internasional Batam |
| Depositing User: | Admin Repository Universitas Internasional Batam |
| Date Deposited: | 26 Apr 2019 07:45 |
| Last Modified: | 26 Apr 2019 07:45 |
| URI: | http://repository.uib.ac.id/id/eprint/1326 |
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