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National Journals

Journal Detail

Pengaruh Physical Environment dan Contact Personnel terhadap Kepercayaan Pelanggan pada Rumah Sakit Umum Swasta di Kota Padang

ID : 1-152-11, ISSN : 0854-4190 , PUB: Vol 15 , Agustus, 2008


This research examines the effect of physical environment and contact personnel toward customer trust at Public Hospital in West Sumatra, This study uses economic management science approach especially the service marketing. The type of this research is eradicative. Investigation type is causality and time horizon is cross sectional, using stratified proportional random sampling technique. The sample size was 100 customers (patients family that ever hospitalized) from four public hospitals. The data analyzed by regression analysis. The results of study show, physical environment and contact personnel have significant influence simultaneously toward customer trust at public hospital in West Sumatera. Contact personnel have significant influence partially toward customer trust, and physical environment has not. It is recommended the management of hospital must aware of the systems of value delivered, including the parking facilities, the paramedics? hospitality, the ease to meet the paramedics, and the sustainability to obtain the information from the hospital. The future research can be develop by adding the other variables, such as the patients? commitment, the intentions of repeat attends, and the intentions to recommend the hospital to other people.


Keyword: physical environment, contact personnel, customer trust.

Author: Ratni Prima Lita