PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PASIEN YANG MEMBENTUK SIKAP DAN NIAT BEROBAT KEMBALI (Studi Kasus pada Pasien Puskesmas Boja Kendal)

13.05.51.0089 Vikky Dian Sari

Abstract

This study examines the effect of service quality on satisfactoin, attitude, and intention to repeat treatment. This research was carried out at Boja health center. The number of samples oh this study were 100 patient. Data were collected by observation, interview, dokumentation study and questionnaire. The sampling method uses purposive sampling with the study period of 2012 to 2016. Data analysis techniques using multiple linear regression analysis. Based on the results of the study stated that the quality of service has a positive and significant effect on patient satisfaction, attitude, and intention to repeat treatment in using medical services at the Boja health center.

Keywords :service quality, satisfaction, attitude, and intention to repeat treatment

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