Analisis Kepuasan Pasien di Klinik Unisia Yogyakarta
Mulyono, Yuriko Estu Bestari
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Customer satisfaction is the most important thing that used to attract consumers in the present. Where necessary to attract costumers good service so that it can give rise to the satisfaction of the consumer. Objective: This study aimed to analyze the patients satisfaction and expectations toward the quality of health services at the clinic Unisia Yogyakarta. Methods: This study is a non-experimental research with cross-sectional design. The population used is a large family of UII, residents around the Clinik as Yogyakarta Unisia and use service as many 100 people. Research instrument used is by using a questionnaire, where consumer satisfaction survey method using measurement methods, namely SERVQUAL (service quality) that was built over the presence of two main factors is comparasion of the perception of cosumers or a real service they received (the perceived service) with the expected service. Results: Statistics analysis showed rejected and Ha accepted. This means the entire independent variable is Tangible, Reliability, Responsiveness, Assurance, and Empathy are jointly dependent variables significantly affect customer satistaction at the level of significance α = 5%. Conclusion: There is a relationship between the five dimensions of service quality to satisfaction of the patients at the Clinic Unisia Yogyakarta.
- Medical Education