Proceedings of the International Conference on Social Science 2019 (ICSS 2019)

The Influence of Service Quality and CRM on Patient Satisfaction (Clinical Studies at DKT Nganjuk Health Clinic)

Authors
M.D. Ruhama, S. Utami, M. Andarini
Corresponding Author
M.D. Ruhama
Available Online November 2019.
DOI
https://doi.org/10.2991/icss-19.2019.33How to use a DOI?
Keywords
customer relationship management, health clinic, patience satisfaction, service quality
Abstract

This study builds on finding out and analyze patient satisfaction 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 effect on patient satisfaction 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 effect on patient satisfaction 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 effect on patient satisfaction received with a 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/).

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Volume Title
Proceedings of the International Conference on Social Science 2019 (ICSS 2019)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
November 2019
ISBN
978-94-6252-839-0
ISSN
2352-5398
DOI
https://doi.org/10.2991/icss-19.2019.33How to use a DOI?
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  - M.D. Ruhama
AU  - S. Utami
AU  - M. Andarini
PY  - 2019/11
DA  - 2019/11
TI  - The Influence of Service Quality and CRM on Patient Satisfaction (Clinical Studies at DKT Nganjuk Health Clinic)
BT  - Proceedings of the International Conference on Social Science 2019 (ICSS 2019)
PB  - Atlantis Press
SP  - 1040
EP  - 1044
SN  - 2352-5398
UR  - https://doi.org/10.2991/icss-19.2019.33
DO  - https://doi.org/10.2991/icss-19.2019.33
ID  - Ruhama2019/11
ER  -