PENGARUH SERVICES QUALITY TERHADAP CUSTOMER SATISFACTION DAN DAMPAKNYA TERHADAP BEHAVIORAL INTENTION (STUDI KASUS PADA RUMAH SAKIT UMUM DAERAH KABUPATEN BANYUMAS)

Abstract

The research was conducted in Banyumas District General Hospital with the title, "The Effect of Services Quality Of Customer Satisfaction And Its Impact on Behavioral Intention" (Case Study Regional General Hospital Banyumas). Purpose of this study was to determine the effect of customer satisfaction on behavioral intention.
From the results of research and data analysis using SEM (Structural Equation Modelling) concluded that: Tangible positive and significant impact on customer satisfaction, higher customer satisfaction tangibles higher hospital patients Banyumas. Reliability has positive and significant impact on customer satisfaction, higher customer satisfaction higher reliability pasen Hospital Banyumas. Responsiveness has positive and significant impact on customer satisfaction, higher customer responsiveness, higher patient satisfaction Hospital Banyumas. Assurance has positive and significant impact on customer satisfaction, higher customer satisfaction assurance higher hospital patients Banyumas. Emphaty positive and significant impact on customer satisfaction, higher customer satisfaction emphaty higher hospital patients Banyumas. Customer satisfaction has positive and significant impact on behavioral intention, the higher the customer satisfaction higher behavioral intention Banyumas hospital patients.
Based on the conclusion, in which empathy is shown to have the greatest influence on customer satisfaction of patients, the hospital needs to examine more deeply Banyumas or redesigning the policies relation in this case is related to patient services. Judging from some aspects that are of particular concern and empathy as patient of doctors and paramedics in the face of complaints of patients / families, friendly and courteous to every patient regardless of the social status of doctors, friendly and polite in serving patients from paramedics. Therefore it is necessary if only hospitals Banyumas conduct in-depth studies in which the need for policy improvements in the management of the organization of the Hospital of the empathy to patients so as to improve patient satisfaction in hospitals medication in Banyumas. Dasamping it needs to maintain and where necessary improve patient satisfaction because these variables proved to have a significant influence on behavioral intention Banyumas hospital patients.