PENGARUH KUALITAS LAYANAN DAN INOVASI PRODUK TERHADAP KEPUASAN DAN KEPERCAYAAN PASIEN PADA RUMAH SAKIT UMUM DAERAH GENTENG KABUPATEN BANYUWANGI

Aspiyah, Wardatul (2021) PENGARUH KUALITAS LAYANAN DAN INOVASI PRODUK TERHADAP KEPUASAN DAN KEPERCAYAAN PASIEN PADA RUMAH SAKIT UMUM DAERAH GENTENG KABUPATEN BANYUWANGI. Masters thesis, Universitas Muhammadiyah Jember.

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Abstract

The quality of service and innovation of these service products play an important role for RSUD Genteng in Banyuwangi Regency. By having quality service, it can be indicated, especially consumers, in this case, the patient can take satisfaction in using the services provided by the Genteng Hospital, What else is the hospital doing innovations in this service will make the community, especially patients, will be satisfied with the services provided hospitals and ultimately the community believes in the services it provides. This study is intended to examine the variables of service quality and service product innovation on patient satisfaction and patient trust as dependent variables. The population of this study was the granting hospital patients with a sample of 150 people, the sample was determined by the accidental sampling method. The results of this study indicate that the variable service quality has a positive, but not significant effect on patient satisfaction directly. Service product innovation variables have a positive but not significant effect directly on patient satisfaction. The service quality variable has a positive and insignificant effect directly on patient confidence. Service product innovation variables have a direct negative and significant effect on patient trust. The patient satisfaction variable has a positive and significant effect directly on patient confidence. Service quality variables have a positive and significant effect on patient confidence through patient satisfaction. Service product innovation variables have a positive and significant effect on patient trust through patient satisfaction.

Item Type:

Thesis (Masters)

Uncontrolled Keywords:

Service Quality, Patient Satisfaction, Trust Patients

Subjects:

600 Technology and Applied Science > 650 Business > 658 General Management

Divisions:

Graduate School > Magister Management (S2)

Department:

S2 Manajemen

Depositing User:

Aspiyah Wardatul