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Journal articles on the topic 'Empathy And Responsiveness'

Author: Grafiati

Published: 3 June 2025

Last updated: 31 July 2025

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1

M. Rizal. "Analisis pengaruh kualitas pelayanan terhadap kepuasan pasien (studi pada pasien R. S. Condongcatur Yogyakarta)." Journal of Economics, Business, Accounting and Management (JEBAM) 1, no. 1 (2023): 17–29. http://dx.doi.org/10.61476/7wfea710.

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Empirical research is needed to determine the effect of direct evidence (tangibles) to the satisfaction of the patient, to determine the effect of reliability (reliability) to the satisfaction of the patient, to determine the effect of the guarantee (assurance) to the satisfaction of the patient, to determine the effect of responsiveness (responsivenes) on patient satisfaction and to determine the effect of empathy (empathy) toward patient satisfaction. The results showed that simultaneous five dimensions of service quality, namely tangibles, reliability, responsiveness, assurance, empathy and

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Dedi Supriadi and Leo Alexander Tambunan, S.E,M.M. "PENGARUH LAYANAN APOTIK TERHADAP KEPUASAN PASIEN PADA RUMAH SAKIT X GADING SERPONG TANGERANG." Jurnal Ilmu Manajemen, Ekonomi dan Kewirausahaan 2, no. 2 (2022): 268–77. http://dx.doi.org/10.55606/jimek.v2i2.250.

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Quality greatly affects patient satisfaction, where the patient will feel satisfied if the patient's perception of the quality of service is as expected by the patient. And will feel dissatisfied if the quality of service is not as expected. With the results of minimal service quality, of course, patient satisfaction is also not optimal. Therefore, this study aims to determine the effect of physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), attention (empathy), and assurance (assurance) on patient satisfaction. The population in this study were all

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Dian Septiana Sari. "The Influence of Service Quality on Customer Satisfaction In SMEs – In Samosir." International Journal of Management, Economic and Accounting 1, no. 2 (2023): 191–207. http://dx.doi.org/10.61306/ijmea.v1i2.25.

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The aim of this study, to test the effect of service Reliability (accuracy), Responsiveness (responsiveness), Assurance (security or safety), Empathy (attention) and Tangibles (physical condition) simultaneously affect the customer satisfaction of SMEs - in Samosir. This research is quantitative descriptive research is research that aims to decipher or describe the properties (characteristics) of a situation or object of research, which is conducted through the collection and analysis of quantitative data and statistical testing. This research test equipment using multiple linear regression mo

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Djusar, Syahtriatna, Muhamad Sadar, and Elvira Asril. "Analisa Kualitas Layanan Sistem Smart Unilak Menggunakan Servqual Method." Digital Zone: Jurnal Teknologi Informasi dan Komunikasi 11, no. 2 (2020): 278–90. http://dx.doi.org/10.31849/digitalzone.v11i2.5331.

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Keberhasilan suatu layanan, dilihat dari sisi pandang / persepsi user dari Sistem Informasi tersebut. Pengguna menggunakan persepsinya, untuk menilai secara keseluruhan terhadap kualitas sistem informasi. Tujuan dari penelitian ini untuk mengetahui pengaruh dimensi Service Quality (servqual) yakni Tangibles, Reliability, Responsiveness, Assurance dan Empathy, terhadap Kualitas Layanan yang terkait dengan Kepuasan Mahasiswa sebagai Pengguna SMART Unilak di layanan PDPT Unilak. Dari 981 mahasiswa Fasilkom, maka yang menjadi objek penelitian ini adalah 64 mahasiswa yang mengisi kuisioner dan sesu

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Setijobudi, Ec Lts, and P. Haryoso. "PENINGKATAN KEPUASAN DAN LOYALITAS NASABAH PADA PT BANK CENTRAL ASIA TBK CABANG UTAMA SURAKARTA." EXCELLENT 5, no. 1 (2018): 32–41. http://dx.doi.org/10.36587/exc.v5i1.279.

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Penelitian ini bertujuan untuk mengetahui pengaruh Reliability, Responsiveness, Assurance, Tangibles, Empaty terhadap Kepuasan Nasabah dan Loyalitas Nasabah PT. Bank Central Asia Tbk, Surakarta. Populasi dalam penelitian ini adalah nasabah tabungan pada PT. Bank Central Asia Tbk Cabang Utama Surakarta yang telah memanfaatkan jasa perbankan lebih dari 3 tahun,yang jumlahnya 935 nasabah. Pengambilan sampel dengan tehnik purposive random random sampling dengan jumlah sampel keseluruhan 100 nasabah,. Data yang digunakan dalam menganalisis penelitian ini diperoleh dari data primer menggunakan kuesi

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Wati, Erdiana, Abd Salam Razak, and Adrian Tawai. "PENGARUH KUALITAS PELAYANAN KARYAWAN TERHADAP KEPUASAN KONSUMEN PADA TOKO COLOMBUS KOTA KENDARI." Business UHO: Jurnal Administrasi Bisnis 1, no. 1 (2016): 55. http://dx.doi.org/10.52423/bujab.v1i1.9550.

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This study aims to determine the effect of employee service quality (SERQUAL), namely: physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy) on consumer satisfaction at the Colombus Stores in Kendari City and to find out the influence of dominant service quality on customer satisfaction at the Kendari City Colombus Store. This study uses multiple linear regression analysis using the F test and t test. Simultaneous analysis results show that the physical evidence variable (tangibles) X1, reliability (reliability)

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Peveretou, Foteini, Sina Radke, Birgit Derntl, and Ute Habel. "A Short Empathy Paradigm to Assess Empathic Deficits in Schizophrenia." Behavioral Sciences 10, no. 2 (2020): 41. http://dx.doi.org/10.3390/bs10020041.

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Empathy is important for successful social interaction and maintaining relationships. Several studies detected impairments in empathic abilities in schizophrenia, with some even indicating a broader deficit in several components, including emotion recognition, perspective taking, and affective responsiveness. The aim of our study was to validate a short version of the previous empathy paradigm as a reliable and easily applicable method to assess empathic deficits in patients with schizophrenia potentially within clinical routine. To do so, we applied the short version to 30 patients (14 female

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Bettrianto, Bettrianto, and Vina Dwi Lestari. "Hubungan Mutu Pelayanan dengan Capaian Standar Pelayanan Minimal pada Pasien di Ruang Rawat Inap Rumah Sakit Dr. Bratanata." Jurnal Riset Hesti Medan Akper Kesdam I/BB Medan 8, no. 1 (2023): 1. http://dx.doi.org/10.34008/jurhesti.v8i1.296.

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Minimum Service Standards for the Health Sector or Health SPM are prepared based on Government Regulation Article 4 paragraph 1 Number 65 of 2005 concerning Guidelines for the Preparation and Implementation of Minimum Service Standards (SPM). With SPM in the health sector, it is hoped that the most basic and essential health services can be fulfilled at the minimum level nationally, so as to reduce the gap in health services. Analyzing the relationship between Tangible service quality (direct evidence), Reliability (reliability), Responsivennes (responsiveness), Assurance (guarantee) and Empat

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Maesaroh, Tri Shinta. "RELATIONSHIP OF SERVICE QUALITY DIMENSIONS WITH SERVICE SATISFACTION ANTENATAL CARE." Journal of Applied Health Management and Technology 2, no. 4 (2020): 128–36. http://dx.doi.org/10.31983/jahmt.v2i4.6464.

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According to data and health information from the Grobogan District Service, Puskesmas Godong II is one of the Puskesmas with the coverage of Antenatal Care lowest. In 2016 the coverage of K1 was 100%, K4 was 94.42% and in 2017 KI was 100%, K4 was 93.37%. The gap that occurs between K1 and K4 is due to patients feeling dissatisfied with the services provided so that patients do not make repeat visits and have an impact on the decline of in coverage Antenatal Care. The purpose of this study to determine the relationship of the dimensions of quality of service reliability (reliability), responsi

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Map, Jurnalmap, and Eskalinda ÔÇÄ. "KUALITAS PELAYANAN KESEHATAN DI PUSKESMAS ENOK TEMBILAHAN KABUPATEN INDRAGIRI HILIR." MAP (Jurnal Manajemen dan Administrasi Publik) 4, no. 1 (2021): 28–40. http://dx.doi.org/10.37504/map.v4i1.303.

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This study aims to describe the quality of health services in Enok Tembilahan Health Center. This research is a type of quantitative descriptive research, with dimensions of service quality according to Parasuraman, Zeithaml and Berry consisting of Tangibles (direct evidence), Reliability, Responsiveness (responsiveness), Assurance (assurance) and Empathy. The results of studies that have been conducted on service quality at Enok Tembilahan Health Center in health services, from the five dimensions namely Tangibles (direct evidence), Reliability, Responsiveness, Assurance and Empathy, the qual

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Aris Saputra, Taufik, Mujibur Rohman, Mohammad Kholili, and Hoirul Umam. "ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN MODEL CARTER DI BPRS BHAKTI SUMEKAR CABANG TLANAKAN." Prospeks: Prosiding Pengabdian Ekonomi dan Keuangan Syariah 1, no. 1 (2023): 70–80. http://dx.doi.org/10.32806/pps.v1i1.259.

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Penelitian ini bertujuan untuk mengumpulkan bukti empiris mengenai pengaruh variabel CARTER secara parsial dan simultan terhadap kepuasan nasabah pada BPRS Bhakti Sumekar Cabang Tlanakan. Metode yang digunakan dalam penelitian ini adalah Analisis Regresi Linier Berganda. Hasil penelitian yang diperoleh menunjukkan bahwa kualitas pelayanan compliance memperoleh nilai sig 0,013, assurance 0,34, reliability 0,010, tangible 0,49, empathy 0,001, dan responsiveness 0,07 secara parsial berpengaruh signifikan terhadap kepuasan nasabah. Kualitas pelayanan compliance, assurance, reliability, tangible, e

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S Adi, Handaru Indrian, and Hendra Suwardana. "The Influence of Service Quality Towards Syariah Bank Customer Satisfaction in The New Normal Era." INNOVATION RESEARCH JOURNAL 2, no. 1 (2021): 44. http://dx.doi.org/10.30587/innovation.v2i1.2396.

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This study aims to measure and determine whether customer satisfaction at BRI Syariah Unit Tuban has a significant effect on service quality variables (reliability, physical evidence, confidence, empathy, and responsiveness) in the new normal Covid 19 pandemic era, and to measure and determine the effect of satisfaction. customers at BRI Syariah Unit Tuban simultaneously to the variables of reliability, physical evidence, confidence, empathy, and responsiveness in the new normal covid pandemic era 19.Based on the results of statistical tests it is known that the variable reliability, physical

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Nur’aeni, Rahmawati, Asyiah Simanjorang, and Jamaluddin . "PENGARUH MUTU PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT IZZA KARAWANG." JOURNAL OF HEALTHCARE TECHNOLOGY AND MEDICINE 6, no. 2 (2020): 1097. http://dx.doi.org/10.33143/jhtm.v6i2.1152.

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AbstrakPelayanan kesehatan merupakan hak setiap orang yang menjamin dalam UndangUndang Republik Indonesia. Kepuasan pasien salah satu indikator penting yang harus diperhatikan dalam pelayanan kesehatan. Tujuan penelitian ini untuk menganalisa hubungan Mutu Pelayanan Terhadap Kepuasan Pasien Rawat Inap di Rumah Sakit Umum Izza Karawang.Penelitian ini adalah penelitian dengan pendekatan Cross Sectional Study. Populasi dalam penelitian ini pasien rawat inap di rumah sakit Izza Karawang. Sampel dari penelitian ini berjumlah 105 responden dengan cara pengambilan sampel penelitian menggunakan accide

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Wahyu Rofian Noor. "PENGARUH KUALITAS PELAYANAN APOTIK YANG TERDIRI DARI TANGIBLES, RELIABILITY, RESPONSIVENESS, ASSURANCE, EMPATHY TERHADAP KEPUASAN PASIEN PADA RSUD PANGERAN JAYA SUMITRA KOTABARU - KALIMANTAN SELATAN." KINDAI 17, no. 2 (2021): 260–70. http://dx.doi.org/10.35972/kindai.v17i2.654.

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ABSTRACT: Quality greatly affects patient satisfaction, where the patient will feel satisfied if the patient's perception of the quality of service is as expected by the patient. And will feel dissatisfied if the quality of service is not as expected. With the results of minimal service quality, of course, patient satisfaction is also not optimal. Therefore, this study aims to determine the effect of physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), attention (empathy), and assurance (assurance) on patient satisfaction. The population in this study

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Trintinaglia, Vanessa, Andrea Wander Bonamigo, and Marcelo Schenk de Azambuja. "Primary Health Care Quality." International Journal for Innovation Education and Research 10, no. 3 (2022): 224–38. http://dx.doi.org/10.31686/ijier.vol10.iss3.3684.

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This study aims to analyze the dimensions of the Service Quality Scale (SERVQUAL) and its relationship with the essential attributes of Primary Care. This is a qualitative research with elderly people living in eight cities in ‘Serra Gaúcha’ region, in Southern Brazil, with Family Health Teams and Primary Care Teams. Semi-structured interviews were conducted and the responses of each dimension were analyzed, relating them to the essential attributes of Primary Health Care. First contact accessible evidenced in the dimensions reliability, responsiveness, assurance, empathy and tangible. Continu

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Agosta, Lou. "Empathy in the Context of the Hermeneutics of Suspicion." Études Ricoeuriennes / Ricoeur Studies 14, no. 2 (2023): 95–116. http://dx.doi.org/10.5195/errs.2023.628.

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We defend in this essay Paul Ricœur’s hermeneutics of suspicion against Toril Moi’s debunking of it as a misguided interpretation of the practice of critical inquiry, and we relate the practice of a rigorous and critical empathy to the hermeneutics of suspicion. For Ricœur, empathy would not be a mere psychological mechanism by which one subject transiently identifies with another, but the ontological presence of the self with the Other as a way of being —listening as a human action that is a fundamental way of being with the Other in which “hermeneutics can stand on the authority of the resou

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Ursula, Ferrel Briliyant, and Mohammad Agung Saryatmo. "Pengaruh dari reliability, responsiveness, empathy, assurance, dan tangibility terhadap kepuasan pasien di rumah sakit RSUD K.R.M.T Wongsonegoro." Jurnal Manajemen Bisnis dan Kewirausahaan 8, no. 1 (2024): 138–49. http://dx.doi.org/10.24912/jmbk.v8i1.28407.

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This study aims to analyze the influence of the variables of service quality, namely reliability, responsiveness, empathy, assurance, and tangibility on patient satisfaction at RSUD K.R.M.T Wongsonegoro. This research is descriptive with a cross-sectional approach, using a total of 180 patients at RSUD K.R.M.T Wongsonegoro. In this study, data analysis was conducted using the Partial Least Square-Structural Equation Modeling (PLS-SEM) method. Based on the research findings, it was found that each dimension of service quality, namely reliability, responsiveness, empathy, assurance, and tangibil

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Anikiej-Wiczenbach, Paulina, Maria Kaźmierczak, and Stanisław Czerwiński. "Exploring the key drivers of responsive parenting in mothers and fathers – observed and self-reported responsiveness." Health Psychology Report 12, no. 1 (2024): 39–52. http://dx.doi.org/10.5114/hpr/181511.

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BackgroundThis article explores parental responsiveness – the ability of a parent to react to a child’s needs adequately, promptly, and with tenderness and synchrony. Parental responsiveness can be measured using observational and self-report scales. The purpose of this study was to explore whether individual differences in empathy and attachment in mothers and fathers and their satisfaction with their relationship are predictors of parental responsiveness toward infants. Moreover, self-report and observational measures of parental responsiveness were compared.Participants and procedureA total

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Tloim, Asniyati, and Yessi Benu. "The Comparison of Service Quality Between Alfamart and Indomaret Minimarket in Kupang City." Journal of Practical Management Studies 1, no. 2 (2023): 30–37. http://dx.doi.org/10.61106/jpms.v1i2.10.

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The research is entitled “The Difference of Service Quality Between Alfamart minimarket and Indomaret Minimarket in Kupang City”. The problem formulation in this research was whether there was difference of service quality reviewed from physical evidence(tangible), empathy, reliability, responsiveness, assurances between Alfamart and Indomaret minimarket in Kupang city. The aim of this research was to analyze the difference of Service Quality Between Alfamart minimarket and Indomaret Minimarket in Kupang city reviewed from service qualities aspect that were physical product, empaty, reliabilit

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Yuliana, Eka, and Muchammad Agung Miftahudin. "PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN KOPERASI KARYAWAN SEJAHTERA UNIVERSITAS MUHAMMADIYAH PURWOKERTO." Media Ekonomi 15, no. 1 (2015): 49. http://dx.doi.org/10.30595/medek.v15i1.1288.

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This research aimed analyze the independent variable effect (tangibles, reliability, responsiveness, assurance, and empathy) towards the dependent variable (consumers satisfactory) in Koperasi Karyawan Sejahtera University of Muhammadiyah Purwokerto. In this research, the researcher did the sampling by distributing questionnaire. The total of sample was 120 respondents. The analysis don was by double regression analysis. The t test showed that the independent variable of tangibles, reliability, responsiveness, assurance, and empathy affected partially towards the dependent variable

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Philips, Amy. "Empathy in teaching staff across educational settings." Psychology of Education Review 44, no. 2 (2020): 89–94. http://dx.doi.org/10.53841/bpsper.2020.44.2.89.

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Empathy is an important social function which aids understanding and communication. Previous studies have shown that individual differences in empathy level can be found in the general population, and that empathy differs between individuals from different STEM/Non-STEM professions. Little was known regarding teacher empathy. This paper explores levels of empathy across three groups: mainstream teachers, non-mainstream teachers (e.g. from special schools) and the general population (as a control). Self-reported empathy (EQ) scores were higher for teachers than the general population, while tea

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Muhammad Anas. "Customer Satisfaction in the Hotel Industry: A Case Study from Makassar City." Journal of Economic Education and Entrepreneurship Studies 5, no. 1 (2024): 135–50. http://dx.doi.org/10.26858/je3s.v5i1.3265.

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This study analyzes the impact of service quality on customer satisfaction at Hotel Pantai Gapura Makassar. Five dimensions of service quality were examined: reliability, responsiveness, assurance, empathy, and tangibles. The research was conducted from June to August 2023 with 680 respondents selected through accidental sampling. The analysis method used was multiple regression with validity, reliability, and classical assumption tests. Results show that responsiveness, empathy, and tangibles have a significant positive effect on visitor satisfaction, while reliability and assurance do not ha

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Ardiani, Diaz, Noor Suroija, and Eva Purnamasari. "The influence of Service Quality on Customer Satisfaction at Workshop PT Wahana Sun Motor Branch Puri Anjasmoro." JOBS (Jurnal Of Business Studies) 6, no. 2 (2021): 159. http://dx.doi.org/10.32497/jobs.v6i2.2542.

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<em>This study aimed to determine the influence of service quality on customer satisfaction at workshop PT Wahana Sun Motor Branch Office Puri Anjasmoro. This research used the dimensions of service quality, namely : tangible, reliability, responsiveness, assurance, and empathy to customer satisfaction. Data analysis that used were instrument test, classical assumption test, multiple linear regression analysis, and hypothesis test. The sample that used in this study were 100 respondents that choosen using probability sampling method. Hypothesis test result indicate that tangible, reliabi

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Prabowo, Heri, and Puji Lestari. "PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN PUSKESMAS TUNTANG KABUPATEN SEMARANG." BBM (Buletin Bisnis & Manajemen) 5, no. 1 (2019): 68. https://doi.org/10.47686/bbm.v5i1.259.

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The study was done to determine the affect of reliability, responsiveness,assurance, empathy and tangibles either individually or together towards patientsatisfaction. The data that obtained to be processed using descriptive analysis andquantitative statistical analysis. Quantitative analysis used regression analysis to knowthe affect of variable independent towards variable dependent, but before theregression is done, formerly mentioned do the validity test and reliability test alsosettlement test. The result of regression analysis indicate that reliability, responsiveness,assurance, empathy

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Septarini, Agnes Dini, Aji Tuhagana, and Flora Patricia Anggela. "Analisis kualitas pelayanan pada PT Perusahaan Gas Negara tbk, area Karawang." Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan 5, no. 5 (2022): 2127–35. http://dx.doi.org/10.32670/fairvalue.v5i5.2722.

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The purpose of this study is to conduct an investigation into the level of service provided by PT. Perusahaan Gas Negara Tbk in the Karawang Area. Participants in this study include both employees and customers. This study employs qualitative research methods that are descriptive. Research focuses on five aspects of Prasuraman's theory: responsiveness (responsiveness), assurance (assurance), tangibility (physical), empathy (empathy), and reliability (reliability). These five aspects are listed as follows: responsiveness, assurance, tangible (physical), empathy (empathy), and reliability (relia

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Međedović, Janko, and Nikola Đuričić. "Delineating Psychopathy from Cognitive Empathy." European journal of analytic philosophy 14, no. 1 (2018): 53–62. http://dx.doi.org/10.31820/ejap.14.1.3.

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There is an ongoing debate regarding the content of psychopathy, especially about the status of antisocial behavior and disinhibition characteristics as core psychopathy features. Psychopathic Personality Traits Scale (PPTS) represents a novel model of psychopathy based on core psychopathy markers such as Interpersonal manipulation, Egocentricity and Affective responsiveness. However, this model presupposes another narrow trait of psychopathy: cognitive responsiveness, which represents a lack of cognitive empathy. Since previous models of psychopathy do not depict this feature as a core psycho

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Hidayanti, Ahlul Trina, and Jati Handayani. "ANALISIS PENGARUH DIMENSI KUALITAS LAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH TABUNGAN PRESMA PADA PD BANK PERKREDITAN RAKYAT BLORA (Studi Kasus Pada PD Bank Perkreditan Rakyat Blora)." KEUNIS 7, no. 2 (2019): 40. http://dx.doi.org/10.32497/keunis.v7i2.1584.

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<em>This study aims to determine the quality factors of Customer Service consists of tangible, reliability, responsiveness, assurance, and empathy toward customer satisfaction PD Bank Perkreditan Rakyat Blora The population are all customers from Tabungan Prema, they are 100 respondent. Testing method of data that used in this study was to test the validity, reliability test, normality test, multicoloniarity test, heteroskesdastisitas test, test analysis linear multiple, F test, t test, and the coefficient of determination (R2 ). wich shows the can used to measure customer satisfaction.

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Rossanty, Yossie, Muhammad Dharma Tuah Putra Nasution, and Irawan Irawan. "Determinants of Customer Service Quality on Hotel Guest Satisfaction in the Samosir Tourism Area with a Structural Equation Modeling Approach." Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences 4, no. 1 (2021): 189–203. http://dx.doi.org/10.33258/birci.v4i1.1565.

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The purpose of this study is to test the determinants of service quality aspects of Reliability, Responsiveness, Assurance, Empathy and Tangibles on the satisfaction of hotel tourists in the Samosir area. This research test tool using the Structural Equation Modeling model. The results prove that the structural model Reliability to Costomer Satisfaction is significant, meaning that reliability has a significant effect on Costomer Satisfaction. Responsivenes structural model to Costomer Satisfaction is significant, meaning that responsiveness has a significant effect on Costomer Satisfaction. S

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Edy Anas Ahmadi. "Analisis Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen Pada Depot Aidrat Sunan Drajat Paciran Lamongan." Journal of Trends Economics and Accounting Research 3, no. 3 (2023): 211–19. http://dx.doi.org/10.47065/jtear.v3i3.560.

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This research was conducted to see and determine the effect of service quality on customer satisfaction at refill drinking water depots in Aidrat (Air Asli Sunan Drajat) Lamongan, there are several factors that consumers can consider in assessing a service provided by the company, according to Zeithaml, Berry and Parasuraman (1985) quoted in Tjiptono (2000: 27-28) succeeded in identifying five dimensions of service quality, namely tangibles, reliability, responsiveness, assurance, and empathy. Based on the results of the analysis that has been carried out on the effect of service quality (tang

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Ading Rahman Sukmara, Dian Nugraha, and Ferey Herman. "Pengaruh Komponen Kualitas Pelayanan Terhadap Kepuasan Debitur Produk Kur." Jurnal Manajemen dan Ekonomi Kreatif 2, no. 4 (2024): 165–76. https://doi.org/10.59024/jumek.v2i4.574.

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The problems faced in this study include (1) How does the service quality component influence in terms of direct evidence (tangibles) on the satisfaction of KUR product debtors at PT Bank BNI (TBK) KC Bandung? (2) How does the service quality component influence in terms of reliability on the satisfaction of KUR product debtors at PT Bank BNI (TBK) KC Bandung? (3) How does the service quality component influence in terms of responsiveness on the satisfaction of KUR product debtors at PT Bank BNI (TBK) KC Bandung? (4) How does the service quality component influence in terms of assurance on the

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Affiani, Musfarita. "Pengaruh Kualitas Pelayanan pada Kepuasan Peserta Pelatihan Dasar CPNS Kabupaten Tebo Provinsi Jambi." Eksis: Jurnal Ilmiah Ekonomi dan Bisnis 11, no. 1 (2020): 45. http://dx.doi.org/10.33087/eksis.v11i1.193.

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Service quality including reliability, responsiveness, assurance, empathy and tangibility had a positive and significant effect on the satisfaction of training participants for candidates for civil servants. Efforts to improve service quality can be improved through service provision by referring to the dimensions of reliability, responsiveness, assurance, empathy and tangible, where assurance and empathy can be used as efforts to improve the quality of services that are more optimal. Finance Keywords: Quality Services, Training Participants Satisfaction.

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Amanda, Gloria, Sautman Sinaga, and Juaniva Sidharta. "THE INFLUENCE OF FEB UKI SERVICE QUALITY ON STUDENT SATISFACTION FEB UKI STUDENTS." Fundamental Management Journal 7, no. 1p (2022): 33–56. http://dx.doi.org/10.33541/fjm.v7i1p.3883.

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This study aims to analyze the effect of service quality consisting of tangible, reliability, responsiveness, assurance and empathy on student satisfaction. FEB is a service market. In this study, it is devoted to students from the 2016-2019 class. The respondents of this study were 89 students who were selected randomly (random sampling). The research instrument used was a questionnaire. Data from the completed questionnaire was then processed using multiple linear regression techniques and hypothesis testing. The results showed that the service quality variables consisting of tangible, relia

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Arini, Rizky Mega, Audina Rahmi, Ananda Sabrida Tora Boru Sinaga, Riyadatul Muthmainnah, and Annisa Tri Hidhayati. "The Effect of Service Quality on Customer Satisfaction at Asrin Cafe in Langkat." Quantitative Economics and Management Studies 6, no. 2 (2025): 293–301. https://doi.org/10.35877/454ri.qems3879.

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This study investigates the effect of service quality dimensions-tangibility, reliability, responsiveness, assurance, and empathy on customer satisfaction at Asrin Cafe in Langkat, North Sumatra. Using a sample of 30 respondents, data were collected via questionnaires and analyzed through multiple linear regression with SPSS. The findings reveal that responsiveness and empathy significantly influence customer satisfaction, while the other dimensions do not exhibit individual significance. However, jointly, all five dimensions positively and significantly impact customer satisfaction. The adjus

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Utari, Dian, and Nandiansi Rima Amanda. "PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN PADA JASA TRANSPORTASI ONLINE MAXIM DI KOTA PALEMBANG." JEMBATAN (Jurnal Ekonomi, Manajemen, Bisnis, Auditing, dan Akuntansi) 6, no. 2 (2021): 121–27. http://dx.doi.org/10.54077/jembatan.v6i2.62.

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Seiring perkembangan jaman serta ilmu pengetahuan dan teknologi yang canggih, sarana transportasi dan komunikasipun semakin mudah sehingga membuat aktivitas manusia semakin cepat dan praktis salah satunya dengan munculnya penyedia jasa transportasi berbasis online. Rumusan masalah dalam penelitian ini adalah apakah kualitas pelayanan (tangibles, reliability, responsiveness, assurance, dan empathy) dan harga berpengaruh secara simultan dan parsial terhadap kepuasan pelanggan maxim?. Adapun tujuan dari penelitian ini adalah untuk mengetahui apakah kualitas pelayanan (tangibles, reliability, resp

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Manger, Terje, Ole-Johan Eikeland, and Arve Asbjørnsen. "Effects of social-cognitive training on students' empathy 1The study is a part of the project “Evaluation of cognitive skills training in the county of Hordaland”. The training program was initiated and funded by the National Education Office of Hordaland County, which also initiated the evaluation. This latter stage has been funded by a grant from the Royal Ministry of Education, Research and Church Affairs in Norway." Swiss Journal of Psychology 60, no. 2 (2001): 82–88. http://dx.doi.org/10.1024//1421-0185.60.2.82.

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The study evaluated the effect of a school-based social-cognitive training program on 14- and 15-year-old students'empathy. Two instruments were used, an empathy subscale derived from Gresham and Elliot's Social Skills Rating System and Olweus' Empathic Responsiveness Questionnaire. Significant shifts in the direction of higher empathy were found for students in the training condition but not for students in the comparison condition. No interaction effects between condition (training or comparison) and students' sex were found.

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Kiverstein, Julian. "Empathy and the responsiveness to social affordances." Consciousness and Cognition 36 (November 2015): 532–42. http://dx.doi.org/10.1016/j.concog.2015.05.002.

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Kurniawan, Ary. "PENGARUH KUALITAS PELAYANAN PADA KEPUTUSAN PEMBELIAN PADA PT. PRIMA FAJAR MANDIRI PADANG PANJANG." JURNAL PUNDI 5, no. 3 (2022): 361. http://dx.doi.org/10.31575/jp.v5i3.375.

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This study aims to find out the influence of service quality, namely: tangible (physical evidence), empathy (empathy), reliability (reliability), responsiveness (response) and assurance (assurance) on consumer decisions. Pt. Prima Fajar Mandiri Padang Panjang. Popuulasi in this study as many as 77 respondents, sampling was done using the total sampling method. Data collection techniques are done by questionnaire. Data analysis is conducted with multiple regression analyst techniques. The results showed that tangilble (physical evidence), empathy (empathy), reliability (reliability), responsive

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Manggali, Galuh Putri, and Hary Sulaksono. "Pengaruh Dimensi Servqual Terhadap Loyalitas Tamu Bossotel Inn, Bangkok Dengan Kepuasan Sebagai Variabel Intervening." JMBI : Jurnal Manajemen Bisnis dan Informatika 2, no. 1 (2022): 30–53. http://dx.doi.org/10.31967/prodimanajemen.v2i1.543.

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This research aims to analyze servqual dimension that consisting of tangible, empathy, reliability, responsiveness, and assurance towards guest loyalty at Bossotel Inn, Bangkok, with satisfaction as an intervening variable. This research method uses quantitative descriptive research, data collection techniques using purposive sampling by distributing 100 questionnaires to the guest of Bossotel Inn, Bangkok, the analysis method used is path analysis using SPSS version 20 and the sobel test calculator to test hypotheses. The results of this research indicate that: 1) reliability and

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Mei, Yi, Xiaoyan Xu, and Xiaodong Li. "Encouraging Patient Engagement Behaviors from the Perspective of Functional Quality." International Journal of Environmental Research and Public Health 17, no. 22 (2020): 8613. http://dx.doi.org/10.3390/ijerph17228613.

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Despite extensive research on how patient engagement behaviors (PEBs) are facilitated though explicit technical interventions in medical services, research on the encouragement of PEBs from the perspective of the service process is lacking. This study explores how functional quality dimensions (responsiveness, empathy, surroundings, and access) affect PEBs (compliance and loyalty) through a two-channel psychological mechanism (trust and satisfaction). This study tests the proposed model using survey data from two public hospitals in southeastern China and employs the partial least square (PLS)

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Noerchoidah, Noerchoidah. "PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN (STUDI ORENZTAXI DI SURABAYA)." BISMA (Bisnis dan Manajemen) 9, no. 2 (2018): 80. http://dx.doi.org/10.26740/bisma.v9n2.p80-90.

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Purpose of this study for examine and analyze the influence of the quality of service that consists of physical evidence, reliability, responsiveness, assurance and empathy for customers satisfaction Orenztaxi. This study used a quantitative research using surveys and questionnaires to 100 Orenztaxi customers in Surabaya. The data analysis technique used in this study is multiple linear regression analysis. It was found that the variable quality of services consisting of physical evidence, reliability, responsiveness, assurance, and empathy simultaneously have an influence on customers satisfa

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Mahardin, Dinta. "The Influence Of Reverification Service Quality On Sellers Satisfaction In Lumajang Pasirian Traditional Market." PROCEEDING INTERNATIONAL CONFERENCE ON ECONOMICS, BUSINESS AND INFORMATION TECHNOLOGY (ICEBIT) 4 (July 12, 2023): 60–68. http://dx.doi.org/10.31967/prmandala.v4i0.730.

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This research aims to determine the influence of reverification service quality consisting of tangibles, reliability, responsiveness, assurance, and empathy on the seller satisfaction in Pasirian Traditional Market with a descriptive quantitative approach. The data used was obtained from 145 questionnaires distributed to sellers who use measuring instrument in their transactions. Previously, the questionnaire had been tested for validity and reliability. The data processing method uses multiple linear regression analysis by SPSS 25 analysis tool. The results show that partially only tangibles,

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Ading Rahman Sukmara, Aga Yogasara, and Ferey Herman. "Pengaruh Pelayanan ATM BNI Terhadap Tingkat Kepuasan Nasabah." Profit: Jurnal Manajemen, Bisnis dan Akuntansi 3, no. 2 (2024): 267–78. https://doi.org/10.58192/profit.v3i2.3080.

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The problems faced in this study include (1) How does BNI ATM service influence in terms of direct evidence (tangibles) on the level of customer satisfaction at BNI Tasikmalaya Branch? (2) How does BNI ATM service influence in terms of reliability on the level of customer satisfaction at BNI Tasikmalaya Branch? (3) How does BNI ATM service influence in terms of responsiveness on the level of customer satisfaction at BNI Tasikmalaya Branch? (4) How does BNI ATM service influence in terms of assurance on the level of customer satisfaction at BNI Tasikmalaya Branch? (5) How does BNI ATM service i

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Hafizh Fadhilah, Muhammad, Hartoyo ., and Lilik Noor Yuliati. "Quality of Service, Customer Satisfaction and Loyalty to The Bicycle Repair Shop Honda Motorcycles." International Journal of Research and Review 9, no. 7 (2022): 91–106. http://dx.doi.org/10.52403/ijrr.20220711.

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PT Astra Honda Motor is the company that owns the official ATPM (Sole Agent of Brand Holder) Honda motorcycles in Indonesia which was established in 1971. In addition to selling Honda motorcycles, PT Astra Honda Motor also has AHASS (Astra Honda Authorized Service Station) as the official Honda motorcycle workshop in Indonesia to carry out maintenance and repair of Honda motorcycles. The objectives of this study are (1) Identifying the quality of service, satisfaction and loyalty of AHASS workshop customers; (2) Analyze the effect of service quality on customer satisfaction and loyalty of AHAS

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SRIANING, NYOMAN, I. NYOMAN SUKA SANJAYA, and I. GEDE MADE SUBAGIANA. "ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAYANAN PADA KANTOR IMIGRASI KELAS I KHUSUS TPI NGURAH RAI." GANEC SWARA 18, no. 3 (2024): 1249. http://dx.doi.org/10.35327/gara.v18i3.929.

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This research was conducted to analyze the level of public satisfaction with services at the TPI Ngurah Rai Special Class I Immigration Office, which was motivated by the high number of complaints and requests for information as well as the lowest rating from Google reviews among other immigration offices in Bali. The results of previous research show varying results regarding the influence of tangible, reliability, responsiveness, assurance and empathy aspects on community satisfaction. The aim of this research is to determine the effect of service quality using ServQual (tangible, reliabilit

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SUDAPET, NYOMAN. "Analisis Service Quality terhadap Kepuasan Pelanggan pada PDAM Kota Surabaya." BISMA (Bisnis dan Manajemen) 2, no. 1 (2018): 42. http://dx.doi.org/10.26740/bisma.v2n1.p42-47.

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Objective of this research is to analysis the affect of responsiveness, assurance, tangible, empathy and reliability due to Surabaya PDAM consumer's satisfaction. The sample observed was all of the Surabaya PDAM customers at about 60 respondents, with simple random sampling. Measurement device used to measure service quality is gap analysts, multiple regression, T-test, F-test, determination coefficients, normality test, multicoliniarity test and heterokedastisity test. Based on gap analysis results, the dimension of responsiveness and empathy are having a positive gap, means that the service

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Amaliah, Andi Rizky. "HUBUNGAN KUALITAS PELAYANAN DENGAN KEPUASAN PASIEN BPJS DI INSTALASI RAWAT JALAN RSUD LABUANG BAJI MAKASSAR TAHUN 2019." Jurnal Delima Harapan 8, no. 1 (2021): 1–11. http://dx.doi.org/10.31935/delima.v8i1.105.

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Patient satisfaction is a function of the patient's assessment of the health services provided by the hospital in the hope that before the patient receives health services from the hospital as a provider, the patient will feel satisfied if the quality of hospital services is higher or at least the same as what the patient expects. This study aims to determine the relationship between physical evidence, reliability, responsiveness, assurance and empathy with BPJS patient satisfaction. The results showed that the quality of service physical evidence (Tangibles) p (0.76)> 0.05 which mean

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Dinda Izzah Khalida. "The The Relationship of Service Quality with Visitor Satisfactions At The Permanent Exhibition of The Indonesian National Gallery Collection." International Journal of Islamic Education, Research and Multiculturalism (IJIERM) 4, no. 1 (2022): 40–53. http://dx.doi.org/10.47006/ijierm.v4i1.147.

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This study discusses service quality in terms of the five dimensions of service quality tangible, reliability, responsiveness, assurance, and empathy at the permanent exhibition of the Indonesian National Gallery collection with visitor satisfaction during the Covid-19 pandemic. The method used in this study is a quantitative method with descriptive statistical analysis and correlation analysis. This study aims to determine the relationship between service quality in terms of tangibles, reliability,responsiveness,assuranceandempathywithvisitor satisfaction at the National Gallery of Indonesia.

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Mary, Grace H. Laserna. "Service Quality Assessment Of Selected Heritage Sites Incambodia, Indonesia, And Philippines By Tourists Towards The Development Of Service Delivery Improvement Plan." Multicultural Education 7, no. 4 (2021): 284. https://doi.org/10.5281/zenodo.4721330.

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<em>Tourists are attracted to travelling to the historic places. The Heritage sites of Angkor in Cambodia, Borobudur Temple Compound in Indonesia and Historic City of Vigan in the Philippines are a mixture of heritage attractions and culture that correspond to its status as UNESCO World Heritage Sites.  Tourism in these places has experienced continued growth and development. Today it has become a great challenge to sustain and satisfy the needs and demands of tourists when it comes to service quality. </em> <em>The main objective of this study is to critically assess the service quality

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Dian, Indriana Hapsari. "Services Quality management for Outpatient Satisfaction in Indonesia." International Journal of Business Management and Technology 5, no. 6 (2023): 75–81. https://doi.org/10.5281/zenodo.7673860.

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This study was aimed to examine whether reliability, responsiveness, assurance, empathy, and physical evidence in providing services took effect on outpatient satisfaction in private hospitals in Surakarta, Indonesia. This research instrument was in the form of a SERVQUAL instrument in the form of a questionnaire based on five quality dimensions. The SERVQUAL measuring instrument was adopted from Parasuraman which was later modified according to the nature of services available in private hospitals in Surakarta, which consists of five dimensions, namely responsiveness, tangibles, reliability,

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Kurniawan, Gogi. "Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasaan Nasabah Bank Jatim Di Surabaya." BIP's JURNAL BISNIS PERSPEKTIF 7, no. 1 (2015): 45–52. http://dx.doi.org/10.37477/bip.v7i1.270.

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Service quality dimensions give boost to customers in Surabaya, East Java Bank to establish strong bond with the services, which in turn is expected to provide satisfaction to customers. This study aimed to analyze the influence of service quality dimensions consisting of reliability, responsiveness, and empathy towards customer satisfaction Bank of East Java, Surabaya. This study used a sample of 60 respondents customers, further testing using multiple linear regression analysis, was tested by using the F-test and t-test. The results of this study indicate that simultaneous variable reliabili

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