Proceedings of the First Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2018)

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Analysis of Service Quality Dimensions on Customer Satisfaction at Semen Padang Hospital

Authors
Puspa Leni, Sutiyem Sutiyem, Suhery Suhery, Dessy Trismiyanti, Yoserizal Yoserizal
Corresponding Author
Puspa Leni
Available Online July 2018.
DOI
10.2991/piceeba-18.2018.49How to use a DOI?
Keywords
customer satisfaction, tangibles, reliability, responsiveness, assurance
Abstract

The purpose of this research is to analyze the effect of tangibles, reliability, responsiveness, and assurance on the customer satisfaction at Semen Padang Hospital. The sample size is 100 respondents. The sampling technique used was accidental sampling technique. The data collection was done by distributing the questionnaire. The data analysis used was multiple linear regression analysis. The research hypothesis employed the t-test, F-test, and the coefficient of determination test. The data processing was done by using SPSS. The result of the research shows that tangible and responsiveness partially have a positive and significant effect on customer satisfaction at Semen Padang Hospital, reliability and assurance do not determine the customer satisfaction in Semen Padang Hospital, and empathy variable does not affect the customer satisfaction at Semen Padang Hospital. Simultaneously, tangible, reliability, responsiveness, assurance, and empathy have a positive and significant effect on the customer satisfaction at Semen Padang Hospital. The result of coefficient of determination test of the adjusted R square is 61%, while the rest 39% is influenced by other variables not examined in this research. This means that all of the independent variables have an impact equal to 61% on the dependent variable of this research. Thus, it is concluded that to achieve customer satisfaction at Semen Padang Hospital, the quality of service needs to be improved, especially in terms of tangible and responsiveness.

Copyright
© 2018, 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 First Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2018)
Series
Advances in Economics, Business and Management Research
Publication Date
July 2018
ISBN
10.2991/piceeba-18.2018.49
ISSN
2352-5428
DOI
10.2991/piceeba-18.2018.49How to use a DOI?
Copyright
© 2018, 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

risenwbib
TY  - CONF
AU  - Puspa Leni
AU  - Sutiyem Sutiyem
AU  - Suhery Suhery
AU  - Dessy Trismiyanti
AU  - Yoserizal Yoserizal
PY  - 2018/07
DA  - 2018/07
TI  - Analysis of Service Quality Dimensions on Customer Satisfaction at Semen Padang Hospital
BT  - Proceedings of the First Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2018)
PB  - Atlantis Press
SP  - 374
EP  - 381
SN  - 2352-5428
UR  - https://doi.org/10.2991/piceeba-18.2018.49
DO  - 10.2991/piceeba-18.2018.49
ID  - Leni2018/07
ER  -