Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pelanggan Pada Klinik Gigi Niti Bekasi

Abstract

From the phenomenon that occurred at the Niti Dental Clinic Bekasi, Researchers
found that the ups and downs of customers in carrying out medical treatment,
especially dental treatment, is a problem at the Niti Dental Clinic Bekasi, so that
resulting in customer satisfaction which is expected to stabilize the clinic’s income.
This research was useful to know the quality of servis and price on customer
satisfaction at Niti Dental Clinic Bekasi. The type of research carried out utilized
descriptive quantitative. The population in the research carried out were patients who
visited for dental treatment at Niti Dental Clinic Bekasi. The sample used was 127
respondents using purposive sampling technique. The analysis tool utilized multiple
linear regression. The result of the research determined that the result of t-test
service quality for a number of hypotheses testing findings for service quality
variables showed that the t-count value exceeded the t-table (9.464>1.657) with a
significance level of 0.000<0.05, so that Ho was rejected, and Ha was accepted. The
result of the simultaneous test of the service quality and price variables showed that
the F-count value exceeded the F-table (232.741>3.07) with a significance level of
0.000<0.05. So, it can be concluded that the variables of service quality and price
simultaneously had a positive and significant influence on customer satisfaction of
82,6%.