ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PASIEN DI RUMAH SAKIT ISLAM UNIVERSITAS ISLAM MALANG

Abstract

ABSTRACT
This study was conducted with the aim to determine the effect of
simultaneous and partial influence of service to the satisfaction of hospital
University in Malang.
The population used in this study were all 111 class nurse patients in
Islamic University hospital Malang. Sample selection using slovin folmulas.Based
on kereteria, obtained 61 respondents who are samples in this research. Method
used in this research using regression method linear multiple.
Based on the results of the analysis can be put forward some conclusions
as follows: 1) Simultaneous direct evidence, reliability, responsiveness,
assurance, and attention have an effect on patient satisfaction in hospital of
Islamic University Malang. 2) Partially direct evidence have a positive significant
effect on patient satisfaction in Islamic University hospital Malang. 3) Secara
partial reliability has a significant positive effect on patient satisfaction in
hospital Malang University. 4) Secara partial response has a significant positive
effect on patient satisfaction in Islamic University hospital Malang. 5) Partially
guarantee has a siginificant in Islamic University hospital Malang. 6) Secara
partial attention has a significant positive effect on patient satisfaction in hospital
Islamic Malang University.
Keywords: direct evidence, reliability, response, assurance, attention and patient
satisfaction.