IREN, SILFIA (2014) THE INFLUENCE OF SERVICE QUALITY ON PATIENT SATISFACTION AND WORD OF MOUTH (WOM) Study: Inpatients in RSUD Solok. Other thesis, ANDALAS UNIVERSITY.
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Abstract
The Influence of Service Quality on Patient Satisfaction and Word of Mouth(WOM). Study : Inpatient in RSUD Solok Bachelor Thesis by: Iren Silfia Supervisor: Drs.H.Syahrial Syarif,SE,MBA Abstract This research investigates the influence of Service quality on Patient satisfaction and Word of mouth(WOM). Study :inpatient RSUD Solok. The data obtained through questionnaire. There were 105 respondents. The data analyzed by using SPSS 16 and Smart PLS. In this research there are three variables, those are service quality as independent variable and patient satisfaction & word of mouth (WOM) as dependent variable. The study found that service quality has significant influence on patient satisfaction, service quality also significant influence on WOM and patient satisfaction has significant influence on WOM for inpatients in RSUD Solok. Keywords: Service quality ,Patient satisfaction and Word of mouth(WOM)
| Item Type: | Thesis (Other) |
|---|---|
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | Operator Repo Unand |
| Date Deposited: | 23 Mar 2016 08:10 |
| Last Modified: | 23 Mar 2016 08:10 |
| URI: | http://repo.unand.ac.id/id/eprint/925 |
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