Rusandy, Deby Santyo (2019) Pengaruh MCSQ dan COSE terhadap service recovery serta dampaknya pada kepuasan pelanggan RSUD Dr. Iskak Tulungagung (Studi pada pasien rawat jalan). Doctoral thesis, Program Pascasarjana Universitas Merdeka Malang.

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Abstract

This study aimed to describe MCSQ, COSE, service recovery and customer
satisfaction Hospital Dr. Iskak Tulungagung; COSE MCSQ and analyze the effect
on service recovery; COSE MCSQ and analyze the effect on customer
satisfaction; analyze the influence of service recovery on customer satisfaction,
and analyze the effect MCSQ and COSE to customer satisfaction through service
recovery Hospital Dr. Iskak Tulungagung. The analysis technique used deskritpif
analysis and structural equation modeling.
The analysis showed that MCSQ is formed by supportive management and
investment in technology. COSE in this case the patient formed by the technical
skill,social skills, motivation and decision making authority, Service recovery is
formed of a responsive and compensation. Customer satisfaction is formed of
patient services that meet expectations, the impression in receiving care and
experience for services received. MCSQ and COSE effect on service recovery.
MCSQ and COSE effect on customer satisfaction. Service recovery effect on
customer satisfaction. Service recovery, MCSQ and COSE are mediating the
influence on customer satisfaction.

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