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All Journal Jurnal Kesehatan Reproduksi TEKMAPRO Journal of Industrial Engineering and Management Journal of Economics, Business, & Accountancy Ventura Journal of Business & Banking JBMP (Jurnal Bisnis, Manajemen dan Perbankan) CARADDE: Jurnal Pengabdian Kepada Masyarakat MABIS: Manajemen dan Bisnis Jurnal Ilmu Manajemen JURNAL EKSBIS Revitalisasi : Jurnal Ilmu Manajemen Public Corner Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Indonesian Journal of Laboratory Jurnal Abdimas Sangkabira International Journal of Social Science Jurnal Kedaymas Borobudur Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) International Journal of Management, Economic, Business and Accounting Jurnal Ilmu Manajemen Jurnal Ilmu Kesehatan Masyarakat
Basuki Rachmat
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Journal : Journal of Economics, Business,

 1 
ISEES MODEL: MODEL OF HOSPITAL SERVICE BASED ON INTERNAL AND EXTERNAL SERVICE QUALITY Basuki Rachmat; Trisa Indrawati
Journal of Economics, Business, & Accountancy Ventura Vol 15, No 3 (2012): December 2012
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jebav.v15i3.114

Abstract

The research attempts to investigate public hospital service model and test the effect of theinternal and external service quality on employee satisfaction, employee satisfaction on theexternal service quality, external service quality on customer satisfaction, and customer loyalty.The research was conducted through questionnaires to 31 hospitals in Surabaya with1155 respondents. Validity and reliability are used to test the research instruments and researchhypotheses were tested by linear regression analysis. The results show there is a significantand positive effect of internal service quality on the employee satisfaction. There isalso a significant effect of internal service quality on external service quality. But, it alsoshows there is no significant effect of employee satisfaction on external service quality.Again, there is a significant and positive effect of external service quality on customer satisfaction,a significant and positive effect of customer satisfaction on customer loyalty.
ISEES MODEL: MODEL OF HOSPITAL SERVICE BASED ON INTERNAL AND EXTERNAL SERVICE QUALITY Rachmat, Basuki; Indrawati, Trisa
Journal of Economics, Business, and Accountancy Ventura Vol. 15 No. 3 (2012): December 2012
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jebav.v15i3.114

Abstract

The research attempts to investigate public hospital service model and test the effect of theinternal and external service quality on employee satisfaction, employee satisfaction on theexternal service quality, external service quality on customer satisfaction, and customer loyalty.The research was conducted through questionnaires to 31 hospitals in Surabaya with1155 respondents. Validity and reliability are used to test the research instruments and researchhypotheses were tested by linear regression analysis. The results show there is a significantand positive effect of internal service quality on the employee satisfaction. There isalso a significant effect of internal service quality on external service quality. But, it alsoshows there is no significant effect of employee satisfaction on external service quality.Again, there is a significant and positive effect of external service quality on customer satisfaction,a significant and positive effect of customer satisfaction on customer loyalty.
Co-Authors ,, Indrayati Al Widyo Purwoko Al-Hanaan, Muhammad Fadhlillah Amelia Mayasari, Rizka Anggraeni Anggraeni Anton Suryatma Asep Kusnali, Asep Azzahra, Salwa Sabili Bambang Kasatriyanto Burhanudin Dede Anwar Musadad, Dede Anwar Dhorifi, Ahmad Eddy Chandra Emma Yulianti Erlinda, Sela Sefrina Ernawati, Widi Dwi Fadia, Nevy Farah Alya Abidah Hadi Ashar Handayani, Sarah Harry Widyantoro Ima Kristanti Jannah, Weni Miftachul Joko Irianto Kamaluddin, Ahmad Leliek Agung Haldoko Linda Purnamasari Mochamad Nurhadi, Mochamad Muis, Early Wulandari Noviati Fuada Nurul Huriah Astuti Propiona, Jane Kartika Putri Ayu Berlianingtyas Rahayu Lestari, Melati Ristrini Ristrini Ronny Ronny Ronny Rr. Iramani Rustika Rustika Salatun, Ria Andriatna Setia, Shinta Setiawangsih, Siti Romlah Silvester Ferreira Soedarso, Elvyra Handayani Soni Harsono Sri Rahayu, Karisma Sri Wahyuni Tjahjani Prawitowati Totih Ratna Sondari Setiadi Tri Puspitasari Trisa Indrawati Wahyudi Wahyudi Wawan Ridwan Winda Diah Puspita Rini Yudi Sutarso Yusna, Yusna