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All Journal MIX : Jurnal Ilmiah Manajemen Jurnal Terapan Abdimas Business Management Journal Program Studi Manajemen Jurnal Indonesia Sosial Teknologi Jurnal Indonesia Sosial Sains Jurnal Inovasi Pengabdian dan Pemberdayaan Masyarakat
Lulu Setiawati
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Humanities Astronomy Biochemistry, Genetics & Molecular Biology Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Energy Environmental Science Immunology & microbiology Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Neuroscience Physics Public Health Social Sciences Other

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Journal : MIX : Jurnal Ilmiah Manajemen

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PENGARUH SERVICE STANDARD COMMUNICATION DAN KOMITMEN MANAJEMEN TERHADAP KUALITAS LAYANAN DAN KEPUASAN PELANGGAN Lulu Setiawati; Josephine Kurniawati Tjahjono
MIX: JURNAL ILMIAH MANAJEMEN Vol 7, No 3 (2017): MIX: Jurnal Ilmiah Manajemen
Publisher : Universitas Mercu Buana

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Abstract

Abstract. Nowadays competition has occured for different types of Industries, eithermanufacture or service Industries. Organization needs to have the right strategy to winthe the competition and sustain in the long run. Many people have increased theirawareness for health and at the same time the advance of technology was followed bythe high demand of society toward better health service, has became the foundation forthe management at the hospitals to make decision to improve their services. Thisreearch wanted to find out the effect of Service Standard Communication, ManagementCommitment towards Service Quality and Customer Satisfaction. The respondents arethose people who has had treatment at RSUD Dr. Soetomo. Data analysis wil be usingPartial Least Square (PLS). There was 100 respondents participating in this research.The result showed that Service Standard Communication, Management Commitmenthas effect on Service Quality and Customer Satisfaction. Pople who has visited thehospital felt satisfied with the service given by the hospital. Keywords: Service Standard Communication, Management Commitment, Service Quality,Customer Satisfaction
Co-Authors Darmawan, Axel Hosana, Abelitha Indra Dhana Wijaya Jehezkiel Christanto Josephine Kurniawati Tjahjono Lusia Hartanti Mayrene, Gabriella Meilanty, Meilanty Meylani, Yelsa Muhammad Evan lee Mulyandi, M. Rachman Riduan, Anabella William, Charles