ANALISIS KUALITAS PELAYANAN, PENGARUHNYA TERHADAP IMAGE

Sampling was done by stratified random sampling technique obtain respondents. Gap analysis was used by comparing performance and expectation, while regression analysis was used by the inter-variable relationship of the hypothesis. As many as 18 items were used as main instrument of the questionnaire which was distinguished into five quality variables used to collect the data, both through interview and questionnaires to be filled out by respondents. Verification of research instruments showed high reliability and validity.

The result of this study showed that gap analysis technique used could provide information from the patient's perspective at the service quality at the public hospital was good. Statistical testing revealed that significant influence was evident of service quality and corporate image, with R0.83 and R20.66. The most dominant variables, however, for corporate image were tangibility and reliability.

In conclusion, the result of this study support some theories developed by the Parasuraman (Servqual), Brown (Customer SatisfactionRevenue Enhancement Models) and Elhaitamm


 
 
 
 
 
 



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