DETERMINAN KEPUASAN PELANGGAN PADA KLINIK PRATAMA FIRDAUS UNIVERSITAS MUHAMMADIYAH YOGYAKARTA
SULISTYO, ADE TRY
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This study aims to analyze the determinats of customers’ satisfaction on Clinic Pratama Firdaus Universitas Muhammadiyah Yogyakarta. The subjects of this study were patients who were seeking treatment at the Clinic Pratama Firdaus. In this study a sample of 90 respondents were selected using the insindental sampling method. The data collection method uses a questionnaire with a Likert scale. Analysis tool used is multiple linear regression and supported by the Importance Performance Analysis (IPA) method. Based on the analysis that has been done, the results show that tangible and responsiveness do not have a significant effect on customer satisfaction, while the reliability, assurance and empathy have a significant effect on customer satisfaction at the Clinic Pratama Firdaus.