PENGARUHKUALITAS PELAYANANJASA TERHADAP KEPUASANPASIEN PADA FOCUS CLINICAL LABORATORY PEKANBARU
Abstract
The purposeof this study was to determinewhether the quality of service has an effect on patient satisfaction at the Pekanbaru Focus Clinical Laboratory. The population in this study were patients from Focus Clinical Laboratory Pekanbaru in 2020 as many as 7747 patients. Because of the large population, using the Slovin formula, the sample in this study was 99 patients. In writing this thesis, the author used data analysis with quantitative descriptive methods, with data processing using SPSS. In this study, based on the results of research, it is known that the quality of service with tcount (8.486) > ttable (1.980), it can be said that there is a real influence between service quality variables on customer satisfaction variables. Besides, the probability value of 0.000 is smaller than 0.05 indicating that service quality (X) has a significant effect on customer satisfaction (Y). The percentage of the influence of the independent variable on the dependent is 42.6% while the remaining 57.4% is influenced or explained by other variables that are not included in this research model such as price, promotion and so on for further research inorder to add ariables to get a larger R2.
