JAM : Jurnal Aplikasi Manajemen
Vol 12, No 3 (2014)

Pengaruh Kualitas Layanan terhadap Kepuasan dan Kepercayaan di Rumah Sakit Bunda Kandangan Surabaya

Dwi Kartikasari (Magister Manajemen Rumah Sakit Fakultas Kedokteran Universitas Brawijaya)
Aryo Dewanto (Magister Manajemen Rumah Sakit Fakultas Kedokteran Universitas Brawijaya)
Fatchur Rochman (Jurusan Manajemen Fakultas Ekonomi dan Bisnis Universitas Brawijaya)

Article Info

Publish Date
10 Dec 2014

Abstract

Abstract: This study aims to determine the effect of hospital service quality on satisfaction and trust of the patients. Data were collected using questionnaires. Questionnaires were given to patients in the hospitalization unit of RSBK. The sample of this study is 121 people. Data were analyzed by Structural Equation Modeling (SEM) with SPSS AMOS software. The study shows that service quality has a direct and indirect effect on patients’ trust. Service quality has indirect effects on patient’s trust through patient satisfaction as interviening variable. There is a significant direct effect of service quality on patients’ satisfaction, but there is no significant indirect effect of service quality on patients’satisfaction through patients’ trust. Keywords: trust, satisfaction, quality of service

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Journal Info
JAM : Jurnal Aplikasi Manajemen
Website

Abbrev

jam

Publisher

Universitas Brawijaya

Subject

Decision Sciences, Operations Research & Management

Description

Jurnal Aplikasi Manajemen - Journal of Applied Management (JAM) publishes all forms of quantitative and qualitative research articles and other scientific studies related to the field of functional management (marketing, finance, human resources, and operations) as well as the applied management and ...