THE INFLUENCE OF SERVICE QUALITY AND FACILITIES ON LINEN QUALITY AT SANTOSA HOSPITAL BANDUNG CENTRAL

Abstract

This research was conducted at Santosa Hospital Bandung Central, a company engaged in health services, namely hospitals. The variables in this study are the Quality of Service and Facilities as the independent variable and Quality as the dependent variable. The data in this study were obtained through the answers of 84 respondents to the questionnaire given. The research design used descriptive and associative analysis. Associative analysis using multiple regression analysis. The sampling technique used was simple random sampling technique, and the data collection technique was using a questionnaire, in addition to testing the validity and reliability of the research instrument. Based on the results of the study indicate that there is a partial or simultaneous influence on the independent variable on the dependent variable. Service Quality has a positive and significant influence on Quality. Where the magnitude of the effect is 0.391, which means that if the discipline is increased by 1 unit, the performance will increase by 0.391 units. Facilities have a positive and significant impact on Quality. Where the magnitude of the effect is 0.453, which means that if the Facility is increased by 1 unit, the Quality will increase by 0.453 units. The influence of Service Quality and Facilities on Quality is 77.9% while the remaining 22.1% is influenced by other variables. The implication of this research is that Laundry Santosa Hospital Bandung Central can make various improvements in terms of services and also existing facilities and infrastructure