ANALISIS PENGARUH KUALITAS PELAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN KONSUMEN PADA BALAI KESEHATAN PARU MASYARAKAT (BKPM) DI SEMARANG

ARHAMNI, Yolis and KHASANAH , Imroatul (2015) ANALISIS PENGARUH KUALITAS PELAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN KONSUMEN PADA BALAI KESEHATAN PARU MASYARAKAT (BKPM) DI SEMARANG. Undergraduate thesis, Fakultas Ekonomika dan Bisnis.

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Abstract

Need of healthy become one of important need of people. BKPM (centre of community lung health) is a community center that serves cheap healthy service for people in Semarang. As a service organization, satisfaction become main purpose of the service provider.This research is purposed to examine the impact of service quality and consumer value to patient satisfaction. The research is taken place at BKPM Semarang. The sample is 100respondents. Instrumentof questionnaire is used to collect the data. Regression analysis is applied to test the hypotheses of the research. Result of the analysis shows that service quality affect positively to patient satisfaction. Patient that receives a better service will have higher satisfaction. Consumer value also affect positively to patient satisfaction.Patient that receives a more value from the service will have higher satisfaction.

Item Type:Thesis (Undergraduate)
Additional Information:Service quality, consumer value, satisfaction
Uncontrolled Keywords:Service quality, consumer value, satisfaction
Subjects:H Social Sciences > H Social Sciences (General)
Divisions:Faculty of Economics and Business > Department of Management
ID Code:46073
Deposited By:Mr. Perpustakaan Fakultas Ekonomi
Deposited On:06 Aug 2015 13:19
Last Modified:06 Aug 2015 13:19

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