The Impact of Service Quality and CRM on Patient Contentment (Clinical Studies at DKT Nganjuk HealthClinic)
- DOI
- 10.2991/icss-19.2019.30How to use a DOI?
- Keywords
- customer relationship management; health clinic patient contentment; service quality
- Abstract
This study builds on finding out and analyze patient contentment at the DKT clinic in Nganjuk-East Java especially on Service Quality and CRM. The initial sample consisted of DKT Nganjuk Health Clinic patients on April-May 2019 with 96 respondents. The design of the questionnaire was informed by data observations and questionnaires so that accurate data was obtained; then from the collected data testing validity and reliability; followed by multiple regression analysis; simultaneous and partial hypothesis testing and coefficient of determination. From the analysis of the results of the first hypothesis stating that service quality has a significant impact on patient contentment is accepted; as evidenced by the value of t count 2.339> 1.98 t table and its significance 0.18 <0.05. The results of testing the second hypothesis which states that CRM has a significant impact on patient contentment is accepted; proved by the value of t arithmetic 4.852> 1.96 t table and its significance 0.00 <0.05. The results of testing the third hypothesis; namely service quality and CRM simultaneously have a significant impact on patient contentment received by the calculated f value of 67;654> 3;080 f tables and significance of 0.00 <0.05.
- Copyright
- © 2019, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Muhammad Dian Ruhamak AU - Sasi Utami AU - Marwita Andarini PY - 2019/11 DA - 2019/11 TI - The Impact of Service Quality and CRM on Patient Contentment (Clinical Studies at DKT Nganjuk HealthClinic) BT - Proceedings of the International Conference on Social Science 2019 (ICSS 2019) PB - Atlantis Press SP - 1054 EP - 1057 SN - 2352-5398 UR - https://doi.org/10.2991/icss-19.2019.30 DO - 10.2991/icss-19.2019.30 ID - DianRuhamak2019/11 ER -