PENGARUH DISKUALITAS PELAYANAN TERHADAP NEGATIVE WORD OF MOUTH (WOM) DENGAN KETIDAKPUASAN PASIEN SEBAGAI VARIABEL INTERVENING (Studi Pada Puskesmas Ngesrep Di Kota Semarang)

Abstract

This research was motivated by a lot of medical patient complaints after visiting to
Puskesmas Ngesrep in form of critics and suggestions. It indicates there are
unsatisfactory feelings after their visit to Puskesmas Ngesrep that could be because of
disquality services from the management. This research is aiming to analyze the effect of
disquality service medic and non-medic toward patient disatisfaction and negative WOM.
This research using descriptive and quantitative for data analyze. The samples for this
research are 400 patients that visited Puskesmas Nngesrep. Data was collected using
questionnaires which tested the validity and reliability. The data was analyzed using
multiple regression.
The result of descriptive analysis shown that disquality service medic, disquality services
non-medic, patient’s disatisfaction, and negative WOM Puskesmas Ngesrep classified as
low. Statistical tests shown patient’s disatisfaction variable is affecting positively toward
negatif WOM variable (hypothesis 1 is accepted), disquality service medic variable is
affecting positively toward patient’s disatisfaction (hypothesis 2 is accepted), disquality
services medic variable is affecting positively toward negatif WOM (hypothesis 3 is
accepted), disquality service non-medic is affecting positively toward disatisfaction
patient’s (hypothesis 4 is accepted), and disquality services non-medic variable is
affecting positively toward intention to negative WOM (hypothesis 5 is accepted).

Keywords: disquality service medic, disquality service non-medic, patient’s
disatisfaction, negative WOM.