Pengaruh Service Quality(Kualitas Pelayanan) Terhadap Word Of Mouth (Komunikasi Mulut Ke Mulut) Di Sektor Pelayanan Kesehatan

Abstract

Health is the most important thing in human life, because of the importance of the health, causing many producersmof public health service providers appear.One manufacture of health services is PT. Inni Happy Dream. A large branches of PT. Inni Happy Dream in Indonesia show the development, which suspected because the role of worker to give the good services. The service quality are believed to have on an impact on creating the word of mouth activity.The purpose of this research is to test the influences of service quality to increase words of mouth in Medical therapy Happy Dream Sutomo Medan. This quantitative research used questionnaires as a mean to collect data from customer of the therapy place Happy Dream Sutomo.To do this, data were collected by disseminated questionnaires to 40 people who come and do the therapy in Happy Dream Sutomo Medan. From the simple regression test, we found that service quality has a significant effect on word of mouth communication. Empathy from all of teacher and manager in happy dream became to be an important factor which capable creating the positif of word of mouth. Attention which given from the teacher and manager doesn’t regardless of status, limit of age and economic class. The implications of this study for Happy Dream’s therapy participant can be maintained as longas service quality increase to word of mouth.