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Supawi Pawenang
Program Pasca Sarjana Ekonomi Manajemen Universitas Islam Batik Surakarta
Economics, Econometrics & Finance Social Sciences

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ANALISIS GAP KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN ANAK BERKEBUTUHAN KHUSUS PADA KLINIK PEDIATRIC AND NEURODEVELOPMENTAL THERAPY CENTER TOHUDAN COLOMADU Wening Nalurita; Supawi Pawenang; Solichul Hadi Ahmad Bakri
JURNAL MANAJEMEN Jurnal Manajemen Volume 5 Nomor 2 (2019)
Publisher : Sekolah Tinggi Ilmu Ekonomi-LMII Medan

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Abstract

This study was conducted with the aim of (1) testing and analyzing the quality of services that include Tangible, Reliability, Responsiveness, Assurance and Empathy, both simultaneously and partially related to patient satisfaction Children with Special Needs at Tohudan Colomadu's Pediatric and Neurodevelopmental Therapy Center Clinic, (2) testing and analyzing the percentage of perceived service quality by patients with Special Needs at Tohudan Colomadu's Pediatric And Neurodevelopmental Therapy Center Clinic, and (3) testing and analyzing differences in the satisfaction level of perceived service quality with the expected service quality by patients of Children with Special Needs at Tohudan Colomadu's Pediatric And Neurodevelopmental Therapy Center Clinic. This research is a quantitative descriptive study, taking the population of patients who come and perform care in November 2018 - January 2019 with 1,800 patients with 100 patients as the samples. The method of data collection in this study uses a questionnaire as a tool to obtain data. The results showed that 1) Tangible, Reliability, Responsiveness, Assurance and Empathy, both simultaneously and partially related to patient satisfaction Children with Special Needs at Tohudan Colomadu's Pediatric and Neurodevelopmental Therapy Center Clinic, (2) percentage satisfaction level of perceived service quality by patients with Children with Special Needs at Tohudan Colomadu's Pediatric and Neurodevelopmental Therapy Center Clinic are more than 90%, and (3) there is no difference in satisfaction of service quality levels perceived service with the expected service quality by patients Children with Special Needs at Tohudan Colomadu's Pediatric And Neurodevelopmental Therapy Center Clinic.
KOMPETENSI PEMASAR, KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP PEMBELIAN ULANG DENGAN MODERASI KEPUASAN KONSUMEN (Studi Kasus XSAVAY Advertising Solo) Iphut Suparni; Supawi Pawenang; Istiatin Istiatin
JURNAL MANAJEMEN Jurnal Manajemen Volume 5 Nomor 2 (2019)
Publisher : Sekolah Tinggi Ilmu Ekonomi-LMII Medan

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Abstract

This research was conducted with the aim of (1) testing and analyzing the effect of simultaneous marketer competence, product quality, service quality, and customer satisfaction on the decision to repurchase XSAVAY Advertising Solo products, (2) testing and analyzing the influence of marketer competence, product quality, service quality, and customer satisfaction with the decision to repurchase XSAVAY Advertising Solo products and (3) testing and analyzing the effect of partial marketer competence, product quality, and service quality on the decision to repurchase XSAVAY Advertising Solo products with moderation of customer satisfaction. This research is a quantitative descriptive study, taking a population of 120 people, namely the number of consumers who purchase merchandise at XSAVAY Advertising from January 2018 until December 2018, and the number of samples is 92 respondents. The data collection method in this study used a questionnaire as a tool to obtain data regarding purchasing decisions. The results showed (1) there was a simultaneous effect of marketer competence, product quality, service quality, and customer satisfaction on the decision to repurchase XSAVAY Advertising Solo products, (2) there was a partial influence of marketer competence, product quality, service quality, and customer satisfaction towards the decision to repurchase XSAVAY Advertising Solo products and (3) there is a partial effect on marketer competence, product quality, and service quality, on the decision to repurchase XSAVAY Advertising Solo products with moderation in customer satisfaction.
Co-Authors Iphut Suparni Istiatin Istiatin Solichul Hadi Ahmad Bakri Wening Nalurita