Isees Model: Model of Hospital Service Based on Internal and External Service Quality  

Oleh:

Rachmat, Basuki ; Indrawati, Trisa

Jenis: Article from Journal - ilmiah nasional - terakreditasi DIKTI
Dalam koleksi: Journal of Economics, Business, & Accountancy: ventura vol. 15 no. 3 (Dec. 2012), page 457-470.
Topik: Service Quality; Employee Satisfaction; Customer Satisfaction; Customer Loyalty
Fulltext: 114-399-1-SM_dv.pdf (159.51KB)

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: VV5.9 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

The research attempts to investigate public hospital sen'ice model and test the effect of the internal and external sen'ice quality on employee satisfaction, employee satisfaction on the external sen'ice quality, external sen'ice quality on customer satisfaction, and customer loyalty. The research was conducted through questionnaires to 31 hospitals in Surabaya with 1155 respondents. Validity and reliability are used to test the research instruments and research hypotheses were tested by linear regression analysis. The results show there is a significant and positive effect of internal sen'ice quality on the employee satisfaction. There is also a significant effect of internal sen'ice quality on external sen'ice quality. But, it also shows there is no significant effect of employee satisfaction on external sen'ice quality. Again, there is a significant and positive effect of external sen'ice quality on customer satisfaction, a significant and positive effect of customer satisfaction on customer loyalty.

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