Analysis of Service Quality Dimensions on Customer Satisfaction at Semen Padang Hospital

The purpose of this research is to analyze the effect of tangibles, reliability, responsiveness, and assurance on the customer satisfaction at Semen Padang Hospital. The sample size is 100 respondents. The sampling technique used was accidental sampling technique. The data collection was done by distributing the questionnaire. The data analysis used was multiple linear regression analysis. The research hypothesis employed the t-test, F-test, and the coefficient of determination test. The data processing was done by using SPSS. The results of the research show that tangibles and responsiveness partially have a positive and significant effect on customer satisfaction at Semen Padang Hospital, reliability and assurance do not determine the customer satisfaction in Semen Padang Hospital, and empathy variable does not affect the customer satisfaction at Semen Padang Hospital. Simultaneously, tangibles, reliability, responsiveness, assurance, and empathy have a positive and significant effect on the customer satisfaction at Semen Padang Hospital. The result of coefficient of determination test of the adjusted R square is 61%, while the rest 39% is influenced by other variables not examined in this research. This means that all of the independent variables have an impact equal to 61% on the dependent variable of this research. Thus, it is concluded that to achieve customer satisfaction at Semen Padang Hospital, the quality of service needs to be improved, especially in terms of tangibles and responsiveness.