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| dc.description.abstract | The purpose of this study is to analyze the influence of tangible, reliability,
responsiveness, assurance, empathy, competence and courtesy of the costumer
satisfaction either partially or totally, and know the dimensions of quality service
are the most influence on the inpatient service user satisfaction. The method used in
this research is causal study. Location of the study sites were hospitalized in the
Hospital Dr. Moewardi. Population in the study are all hospitalized patients in the
Dr. Moewardi Hospital as many as 29.135 patients, the samples used in this study
are 70 patients. The methode that using to data analyze in this study are the multiple
linear regression analysis. The results of data analysis can be concluded
simultaneously that the dimen sions of quality of service consisting of tangibles,
reliability, responsiveness, assurance, empathy, competence, and courtesy have
significant effect on the inpatient service user satisfaction, therefore to increase the
satisfaction of inpatient service u sers the manager needs to improve things related
to tangible such as interior, supporting facilities, poor signage and the neatness and
cleanliness need to be improved. Partially, the hypothesis of quality of variable
reliability, responsiveness, and courtesy that has dominant influence on user
satisfaction inpatient services are not proven true. Dimensions of quality of service
that has the most dominant effect is variable with a value of tangibles. It is therefore
necessary to improve the management of ma tters related to the tangible such as
interior, supporting facilities, poor signage and the neatness and cleanliness. | en_US |
