PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP UNIT GEDUNG A-RSCM JAKARTA

Indra Jaya, Indra Syarufudin

Abstract


The hospital is an institution in the field of health care, but this time a lot of changes. At the beginning of
its development, the hospital is an institution that serves the social, but with the private hospitals, making
the hospital more refers as an industry engaged in the field of health care by management based on the
management of a business entity. The results obtained from this study is the general level of satisfaction
in RSUPN Dr. Cipto Mangunkusumo good enough. The author explains through the level of concordance
between performance and expectations according to respondents' perception of 100.03%. As for the
relationship Chi-Square analysis concluded that the quality of service RSUPN DDR. Cipto
Mangunkusumo especially inpatient class 2 in unit A building, give significant influence on satisfaction
for the customer/patient , both at the level of performance and the level of expectation. At the level of
performance, obtained statistical Chi-Square at 383.938 that was significant at 95% confidence level.
While the level of expectation, obtained statistical Chi-Square at 312.468 that was significant at 95%
confidence level.

Keywords


service quality; service satisfaction

References


Adrian Payne. 2002. Service Marketing

Pemasaran Jasa. Andi.

Yogyakarta.

Ahmad Subagyo. 2010. Marketing

Bussines. Mitra Wacana Medika.

Jakarta.

Boyd, Harper W, Dkk. 2000.

Manajemen Pemasaran. Edisi

Prtama. Erlangga. Bandung.

Buchari Alma. 2004. Manajemen

Pemasaran Dan Pemasaran

Jasa. Alfabeta. Bandung.

Fajar Laksana. 2008. Manajemen

Pendekatan Praktis. Graha Ilmu.

Yogyakarta.

Fandy Tjipto. 2006. Manajemen Jasa.

Edisi Keempat. Andi.

Yogyakarta.

Fandy Tjipto, 2008. Strategi Pemasaran.

Edisi Ketiga. Andi Yoyakarta.

Hartono. 2010. Manajemen Pemasaran

Untuk Rumah Sakit. Jakarta.

Rineka Cipta.

Kotler Philip Dan Gary Amstrong. 2004.

Dasar-Dasar Pemasaran. Jilid 1.

Prendhallindo. Jakarta.

Kotler Philip Dan Keller Kevin Lane.

Marketing Manajement.

Twelfth Edition, By Person

Education, Ic., Upper Saddle

River, New Jersey.

Kotler Philip Dan Gary Amstrong. 2010.

Principle Of Marketing. 13th

Edition. Pearson Prentice Hall.

Kotler Philip Dan Gary Amstrong. 2012.

Principle Of Marketing. 14th

Edition. Pearson Prentice Hall.

Kotler Philip And Kevin L. Keller. 2009,

Manajemn Pemasaran. Edisi 13,

Jakarta: Erlangga.

Lovelock,C. H. Dan Wright, L. K. 2007.

Manajemen Pemasaran Jasa.

Jakarta. Indeks

Lupiyoadi Dan Hamdani. 2008.

Manajemen Pemasaran Jasa.

Esisi 2. Jakarta: Salemba Empat.

M. Manurung. 2002. Manajemen

Pemasaran. Gramedia Bandung.

Mursid. 2005. Manajemen Pemasaran.

Gramedia Bandung.


Full Text: PDF

DOI: 10.34203/jimfe.v1i1.453

Refbacks

  • There are currently no refbacks.


Copyright (c) 2017 JIMFE (Jurnal Ilmiah Manajemen Fakultas Ekonomi)

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.