Analisis Pengaruh Service Quality Terhadap Satisfaction dan Loyalty pada Bidang Jasa Rumah Sakit di Kota Batam

Aprilnata, Donny (2012) Analisis Pengaruh Service Quality Terhadap Satisfaction dan Loyalty pada Bidang Jasa Rumah Sakit di Kota Batam. Undergraduate thesis, Universitas Internasional Batam.

Text Donny Aprilnata_0841077.pdf - Published Version Restricted to Repository staff only Download (5MB)

Abstract

During the economy development in Batam, many business circles from both inside and outside of the country interested to invest in Batam, Batam is strategic area of the economy becauce of it’s position neighbour with Singapore and Malaysia. The economy development in the island of Batam is increasing, the hospitality is one of the investors opportunity to invest. This study was conducted to see the impact of satisfaction and loyalty of consumers to adopt the services. The sample in this study were drawn from the people of Batam that are using the services of two leading hospitals in Batam; that is Rumah Sakit Awal Bros Batam and Rumah Sakit Otorita Batam. Measuring the sample using purposive sampling techniques, survey methods and tools in the form of a questionnaire to the respondent hospital patients. Data analysis was performed with Multiple Regression Analysis. Based on the results of the analysis concluded that the variables of service quality has an influence on patient satisfaction and loyalty for better benefits. Keywords: Service quality, Customer satisfaction, Customer loyalty

Actions (login required)

View Item