Pengaruh kualitas layanan, biaya, dan servicecape terhadap kepuasan pasien di Klinik Gigi Mu Dental Atelier

Rahmania, Salshabila (2021) Pengaruh kualitas layanan, biaya, dan servicecape terhadap kepuasan pasien di Klinik Gigi Mu Dental Atelier. Masters thesis, Universitas Pelita Harapan.

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Abstract

Tujuan dari penelitian ini adalah untuk menguji pengaruh positif kualitas layanan, biaya, dan servicescape terhadap kepuasan pasien. Metode survey dilakukan pada penelitian menggunakan kuesioner. Penelitian ini adalah penelitian sensus dengan jumlah 70 pasien yang datang berobat di klinik gigi MÜ dental atelier selama periode November hingga Desember 2020. Analisis data menggunakan SMARTPLS. Hasil penelitian mengungkapkan bahwa kualitas layanan memiliki pengaruh positif terhadap kepuasan pasien. Biaya memiliki pengaruh positif terhadap kepuasan pasien. Servicescape memiliki pengaruh positif terhadap kepuasan pasien. / The research aims to examine the positive effect of service quality, treatment cost, and servicescape on patient satisfaction. The survey method was carried out using a questionnaire. This research is a census research with a total of 70 patients that got dental treatment in MÜ dental atelier clinic from November to December 2020. Data was analyzed using SMARTPLS. The result showed that service quality had positive effect on patient satisfaction. Treatment cost had positive effect on patient satisfaction. Servicescape had positive effect on patient satisfaction.

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