PENGARUH KUALITAS PELAYANAN, PERSEPSI KONSUMEN DAN FASILITAS KESEHATAN TERHADAP KEPUASAN KONSUMEN

Abstract

Purpose―This study aims to obtain empirical evidence of the effect of service quality, consumer perceptions and health facilities on consumer satisfaction at the Ibnu Sina Regional General Hospital, Gresik Regency

Method—This study uses a quantitative approach to the population and research sample using outpatient and inpatient respondents. The data analysis method in this study uses Regression Ordinary Least Square (OLS) and Robust with Stata Software. Software Stata is one of the Regression completion procedures that has a high degree of flexibility in research that links theory and data that can be carried out on variables in research

Finding—The first finding empirically provides evidence that service quality has a positive and significant effect on customer satisfaction. The second finding is empirically that consumer perception has no negative and insignificant effect on consumer satisfaction. Results The third finding empirically provides evidence that health facilities have a positive and significant effect on consumer satisfaction. Simultaneously service quality, consumer perceptions and consumer facilities have a positive and significant effect on customer satisfaction at the Ibnu Sina Regional General Hospital, Gresik Regency

Implikasi—The practical implications of the empirical findings can help the management of the Regional General Hospital and the government in developing policies on service quality, consumer perceptions and health facilities on consumer satisfaction. Theoretical implications of the results of this study can explain the concept of marketing management. The policy implications of the results of this study can provide empirical evidence that service quality, consumer perceptions and health facilities affect consumer satisfaction

Keywords— Service Quality, Consumer Perception, Health Facilities, Consumer Satisfaction, Stata, Hospital, OLS