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Suryono Budi Santoso
Jurusan Manajemen Fakultas Ekonomika Dan Bisnis Universitas Diponegoro
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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ANALISIS PENGARUH KUALITAS LAYANAN, FASILITAS, CITRA RUMAH SAKIT, KEPUASAN PASIEN DALAM RANGKA MENINGKATKAN LOYALITAS PASIEN (Studi Pada Pasien Rawat Inap RSUD Tugurejo Semarang) Sharon, Lyrissa Gisela; Santoso, Suryono Budi
Diponegoro Journal of Management Volume 6, Nomor 3, Tahun 2017
Publisher : Faculty of Economics and Business Diponegoro University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (113.374 KB)

Abstract

The background of this research is the increasing number of complaints of inpatients, especially on the quality of services and facilities. The growing number of complaints leads to dissatisfaction and will affect patient loyalty. The purpose of this study is to determine the effect of service quality, facilities hospital image, patient satisfaction on the loyalty of RSUD Tugurejo’s Semarang inpatients. Technique that used in this research is Non-Probability Sampling with Purposive Sampling approach, which has ever used inpatient services of RSUD Tugurejo in 2016, who is appropriate to be a sample.  The collection of data obtained through 182 inpatients, with the aim of knowing the responses of respondents on the variables studied by questionnaire tool, using Likert 1-10 scale. Data analysis and interpretation techniques using SEM (Structural Equation Modeling), according to the model developed in this study, the operation through Amos version 22.0 program. The results showed that service quality has a positive and significant effect on hospital image, service quality has a positive and significant effect on patient satisfaction, service quality has a positive and significant effect on patient loyalty.  Facilities has a positive and significant effect on service quality, facilities has a positive and significant effect on hospital image, facilities has a positive and significant effect on patient satisfaction.  Hospital image has a positive and significant effect on patient loyalty.  Patient satisfaction has a positive and significant influence on patient loyalty
ANALISIS PENGARUH KUALITAS LAYANAN INTI DAN KUALITAS LAYANAN PERIPHERAL TERHADAP KEPUASAN NASABAH (Studi Pada PT. Bank Negara Indonesia (Persero) Tbk. Cabang Undip Semarang) Fitria Puspitasari; Suryono Budi Santoso
JURNAL STUDI MANAJEMEN ORGANISASI Vol 10, No 2 (2013)
Publisher : Faculty of Economics and Business Diponegoro University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (262.552 KB) | DOI: 10.14710/jsmo.v10i2.5913

Abstract

This study aims to determine how big the influence of core service quality and peripheral service quality to consumer satisfaction on BNI Undip Semarang. The problem that facing by BNI Undip Semarang is consumer’s satisfaction which decreasing, as seen from a lot of complains received from consumer. And this research also aims to analyze the most dominant factors that influence on consumer satisfaction of BNI Undip Semarang. Population of this research are consumers of BNI Undip Semarang. Samples were taken of 100 respondents by using non-probability sampling technique with accidental sampling  approach. Data was collected by using a survery method through quetionnaires which were filled out by consumers. Then, the obtained data were analyzed using multiple regression analysis. This analysis includes: validity test,reliability test, classic assumption test, multiple regression analysis, hypothesis testing through the t test and F test, and coefficient of determination analysis (R²). From the analysis result, the indicators in this study are valid and reliables. The most dominant factor that influence on consumer satisfaction is peripheral service quality follow by the core service quality. Then though the F Test can be seen that the independent variables feasible to test the dependent variable. The result of Adjusted R Square is 36,2%, it means that independent variable can explain about 36,2% of dependent variable. Key word         : core service quality, peripheral service quality, and consumer satisfaction
Co-Authors ABI PRABOWO Adhitya Rinaldi, Adhitya Bayu Januar Rachman, Bayu Januar Dwi Putri, Dea Gustiani Eugenia Andrea Dennisa, Eugenia Andrea Fitria Puspitasari Galih Ariprayugo, Galih Pratama, Dian Wahyu Sharon, Lyrissa Gisela Tamara Citra, Tamara Ugaje, Wahyu Ruland Zulhelmi, Zulhelmi