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PENGARUH KUALITAS LAYANAN DAN KEPUASAN PASIEN TERHADAP WORDS OF MOUTH PADA RUMAH SAKIT UMUM DAERAH DR. M. HAULUSSY AMBON
Corresponding Author(s) : Salhuteru Ch. Andrie
Jurnal Minds: Manajemen Ide dan Inspirasi,
Vol. 4 No. 1 (2017): June
Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan dan kepuasan pasien terhadap words of mouth pada Rumah Sakit Umum Daerah dr. M. Haulussy Ambon. Data penelitian ini dikumpulkan menggunakan kuesioner yang dibagikan kepada 105 orang pasien yang dijumpai melalui keluarganya saat menjalani perawatan inap pada RSUD dr. M. Haulussy Ambon. Data yang dikumpulkan selanjutnya diolah menggunakan SPSS 21 dan selanjutnya dianalisis menggunakan analisis jalur. Hasilnya menunjukan variabel kualitas layanan berpengaruh positif dan signifikan baik secara langsung maupun tidak langsung terhadap words of mouth melalui kepuasan pasien. Karena itu direkomendasikan agar pihak manajemen RSUD dr. M. Haulussy Ambon dapat terus berupaya memperbaiki pelayanan yang diberikan agar lebih berkualitas.
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