PENGARUH SERVICE STANDARD COMMUNICATION DAN KOMITMEN MANAJEMEN TERHADAP KUALITAS LAYANAN DAN KEPUASAN PELANGGAN

Abstract

Nowadays competition has occured for different types of Industries, either manufacture or service Industries. Organization needs to have the right strategy to win the the competition and sustain in the long run. Many people have increased their awareness for health and at the same time the advance of technology was followed by the high demand of society toward better health service, has became the foundation for the management at the hospitals to make decision to improve their services. This reearch wanted to find out the effect of Service Standard Communication, Management Commitment towards Service Quality and Customer Satisfaction. The respondents are those people who has had treatment at RSUD Dr. Soetomo. Data analysis wil be using Partial Least Square (PLS). There was 100 respondents participating in this research. The result showed that Service Standard Communication, Management Commitment has effect on Service Quality and Customer Satisfaction. Pople who has visited the hospital felt satisfied with the service given by the hospital