The Influence of Service Quality, Human Resources Competence and Facility Completeness towards Customers Satisfaction at Bhayangkara Hospital

Abstract

This research aims to examine the factors that influence the customer satisfaction at Bhayangkara Hospital in Jakarta. The population of this research is the customer who becomes the patients who are on an outpatient basis at that hospital. Multiple linear regression analysis is used to determine the influence of service quality, human resources competence, and facilities completeness is hypothesized to influence towards customer satisfaction. The results of multiple linear regression analysis showed that the dominant factor that influence towards the customer satisfaction is human resources competence, followed by service quality and facilities completeness. The variables of this research are quite good in explaining customer satisfaction. The advice from the writer to the hospital management is that they should improve the quality of service, human resources competence, and facilities completeness continuously to increase the customer satisfaction that at the end it will make the Bhayangkara hospital win the competition in health service sector. Furthermore, such hospital management has to pay attention that although the achievement is already in 'good' level, it will be better if it gets the 'best' level.