EKA PUTRI HARYANTI, 101011312 (2012) PENGARUH PENERAPAN BUDAYA ORGANISASI DARI SUDUT PANDANG PELANGGANTERHADAPKEPUASAN PELANGGAN (Di Rumah Sakit Islam Jemursari Surabaya). Skripsi thesis, UNIVERSITAS AIRLANGGA.

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Abstract

As an organization in health services, to make a customer satisfied is the most important way to build a customer loyalty. Organization culture is one of the good effects to build customer satisfaction. RSI Jemursari Surabaya built an organization culture with SYIFA value in 2009, which was taked from the lofty of Muhammad SAW characteristics. The objectives of the study were to estimate the effect of organization culture from customer’s side to the customer satisfaction on RSI Jemursari Surabaya with SYIFA value. This was a cross sectional study with survey approach. Questionnairs were conducted to 100 customers. Subjects were selected by proportional random sampling. Questionnairs were carried out to get more detailed information about the variables. Variables were researched is organizational culture and customer satisfaction. 68% respondents voted organization culture on RSI Jemursari Surabaya are very strong and customer satisfaction was 59%. Costumers satisfied with RSI Jemursari Surabaya services. The simple linier regression showed that organizational culture with SYIFA value was positive influenced to customer satisfaction (sig. = 0,000, B = 0,52). Strong organization culture is one of the factors that influence the customer satisfaction. The hospital should keep the customer satisfaction with increasing organization culture, make it to the organization strategy, give a reward, and evaluation in period.

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