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

Abstract

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.
Keywords: Service Standard Communication, Management Commitment, Service Quality,
Customer Satisfaction