| dc.description.abstract | Monanda, Mirza. (2004). "An Analysis of Health Care Service Performance Toward The Customer Satisfaction at PKU Muhammadiyah Hospital in Yogyakarta". Yogyakarta: Management Department, Faculty of Economics, Islamic University ofIndonesia.
The rapid development in medical care technology has required the hospitals to provide better performance to their customers (the patients and families). It is what makes the competition in health care industry very intense. As an industry with capital intensive, labor intensive, skill intensive, and technology intensive, hospitals have strategic function and role in health care system.
This research is conducted to identify the actual condition of customer satisfaction and to identify whether or not there is significant relationship between the customer satisfaction and five service quality dimensions. Also, it is conducted to identify which service quality dimension among available five that contributes the most the customer satisfaction at PKU Muhammadiyah Hospital in Yogyakarta. This research thesis involved 100 respondents that represented the patients of polyclinic visits and those who were hospitalized during April 2004. The sampling method used was convenience sampling.
In general, PKU Muhammadiyah Hospital has already satisfied its customers, whose average score ofcustomer satisfaction (Y) equals to 4.69.
Simultaneously, tangible (X₁), reliability (X₂), responsiveness (X₃), assurance (X4), and empathy (X5) influence significantly the customer satisfaction (Y). It has been proven statistically that reliability (X₂) contributes most dominantly the customer satisfaction at PKU Muhammadiyah Hospital.
The management of PKU Muhammadiyah Hospital needs to preserve the good performance of all service qualily dimensions, even though it has already scored positive customer satisfaction. It is taken to continuously maintain the loyalty and reliance of its patients and public generally. Also, the management of PKU Muharnmadiyah Hospital needs to organize regular survey to identify the actual satisfaction of its patients. It will be helpful to evaluate whether or not the current performance provided already satisfies the patients. | en_US |
