Proceedings of the International Conference on Economics, Management and Accounting (ICEMAC 2022)

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Analysis of the Effect of Service Quality on Customer Satisfaction

(Study on Outpatient Cardiac Polyclinic at Kartika Kasih Hospital)

Authors
Ami1, *, M. Andri Juniansyah1, Rena Tanjung1, Opi1
1Management Study Program, Faculty of Business and Humanities, Universitas Nusa Putra Sukabumi, Sukabumi, Indonesia
*Corresponding author. Email: ami_mn19@nusaputra.ac.id
Corresponding Author
Ami
Available Online 30 August 2023.
DOI
10.2991/978-94-6463-226-2_11How to use a DOI?
Keywords
Service Quality; Customer Satisfaction; Tangibles; Reliability; Responsiveness; Assurance; Empathy
Abstract

Service quality is something that is directly noticed by customers and is the first determining factor in customer satisfaction. This is because a service interacts directly with customers and its intangible nature and cannot be owned makes customers need evidence that the services they receive are as expected through the quality of service provided by service providers. Customers will infer the quality of the service from the places, people, communication actions, and prices they observe. Customer satisfaction is something that is felt when the needs and desires of consumers are met or even exceed their perceptions and expectations through the services provided. The type of research used is descriptive research with the approach used is a quantitative approach. The aim of this research is to find out how much influence the independent variables have Tangibles (X1), Reliability (X2), Responsiveness (X3), Assurance (X4) and Empathy (X5) to the dependent variable Consumer Satisfaction (Y). The tool for measuring in this quantitative research is a questionnaire to produce data obtained in the form of answers from consumers or patients to questions or questions asked.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the International Conference on Economics, Management and Accounting (ICEMAC 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
30 August 2023
ISBN
978-94-6463-226-2
ISSN
2352-5428
DOI
10.2991/978-94-6463-226-2_11How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Ami
AU  - M. Andri Juniansyah
AU  - Rena Tanjung
AU  - Opi
PY  - 2023
DA  - 2023/08/30
TI  - Analysis of the Effect of Service Quality on Customer Satisfaction
BT  - Proceedings of the International Conference on Economics, Management and Accounting (ICEMAC 2022)
PB  - Atlantis Press
SP  - 125
EP  - 134
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-226-2_11
DO  - 10.2991/978-94-6463-226-2_11
ID  - 2023
ER  -