PENGARUH SERVICESCAPE DAN PELAYANAN KARYAWAN TERHADAP KEPUASAN PASIEN RAWAT INAP KELAS III DI RUMAH SAKIT PKU MUHAMMADIYAH YOGYAKARTA TAHUN 2017

Abstrak

The purpose of this descriptive research is to test the hypothesis or answer questions related to the influence of servicescape (X1) on patient satisfaction (Y) and the effect of employee service (X2) on patient satisfaction (Y) in the hospital. This study was conducted at PKU Muhammadiyah Yogyakarta Hospital with the object of the study being 63 patients of PKU Muhammadiyah Yogyakarta Hospital using multivariate analysis that required a minimum of 10 times the number of variables in the study, and for parametric analysis research required a minimum of 30 samples. In addition to supporting the research that has been done, in this study there are additional variables of employee service and the results of the analysis prove that employee service has a positive and significant effect on patient satisfaction at PKU Muhammadiyah Hospital in Yogyakarta. This shows that in addition to servicescape variables and employee service variables there are other variables such as facilities and service quality that might affect patient satisfaction.

Keywords: servicescape, employee service, patient satisfaction