PENGARUH KUALITAS PELAYANAN DAN PERSEPSI KONSUMEN TERHADAP KEPUASAN KONSUMEN DALAM MENGGUNAKAN JASA DI RSUD IBNU SINA KABUPATEN GRESIK

ABSTRACT
This study aims to examine and prove the influence of service quality
and consumer perceptions on customer satisfaction in using services at
the General Hospital of Ibnu Sina Region of Gresik Regency. This
research uses quantitative approach with multiple linear regression
analysis. The population in this study were patients and families of
patients who visited the General Hospital of Ibnu Sina District Gresik,
which amounted to 16,244 people in October of 2017. To determine the
number of samples using the formula slovin so that the sample obtained
by 99 respondents and data collection is done with distribution of
questionnaires. The results of this study indicate that the quality of
service has a major and significant impact on customer satisfaction in
using services at the General Hospital of Ibnu Sina Region of Gresik
Regency. While consumer perception have a positive and significant
influence on customer satisfaction in using services at the General
Hospital of Ibnu Sina Region of Gresik Regency. This means that the
quality of service and consumer perception simultaneously affect the
satisfaction of consumers in using services at the General Hospital of
Ibnu Sina Region of Gresik Regency.

Keywords : Service Quality, Consumer Perception And Consumer
Satisfaction