NALISIS PENGARUH KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN KONSUMEN DALAM MENGGUNAKAN JASA PELAYANAN RUMAH SAKIT KHUSUS BEDAH ROPANASURI PADANG

Abstract

This study aims to determine the quality of services and facilities to customer satisfaction in using the services Hospital for Special Surgery Ropanasuri Padang. This study using purposive sampling technique. The sample used in this study amounted to one hundred respondents. The type of data used are primary data through questionnaires. Data analysis method used is multiple regression analysis. Hypothesis testing using t-test statistical tests to prove the effect of quality of service and facilities on consumer satisfaction in using the services services Ropanasuri Hospital for Special Surgery Padang. Results of this study demonstrate that service quality has a significant impact on customer satisfaction. While the facility is also significant effect on customer satisfaction. Suggestions researchers to companies in order to improve further the quality of services provided to consumers and also the facilities provided to the consumer. So that customers can feel satisfaction in accordance with what he wanted.
Kata Kunci : Kualitas Pelayanan, Fasilitas, Kepuasan Konsumen