PENGARUH KARAKTERISTIK DAN KINERJA KARYAWAN TERHADAP KEPUASAN PASIEN: Studi Kasus Pada Klinik Morula IVF Jakarta

Abstract

This study aims to examine the impact of employee characteristics (empathy, expertise, and reliability) and performance of the employee to the satisfaction of Morula IVF Jakarta clinic patients. The research findings indicate that characteristics of the employees have a positive influence on customer satisfaction. While performance of the employees does not have a significant value for customer satisfaction, it is proven with the t Level of variable performance is 0,181 or < t_table. However it influences the customer satisfaction about 47%. In conclusion, employee’s characteristic and employee’s performance affect each other in a clinic patient satisfaction Morula IVF jakarta.