期刊名称：APMBA (Asia Pacific Management and Business Application)
印刷版ISSN：2252-8997
出版年度：2018
卷号：7
期号：1
页码：17-30
语种：English
出版社：University of Brawijaya
摘要：It is widely acknowledged that employees in public sector are responsible towards the community or its customers,in order to fulfill the public satisfaction. During reformation era in Indonesia,public sector services also one of the domain that the government need to pay attention on. Therefore this study aimed at determine some factors such as tangible,reliability,responsiveness,empathy,and assurance that individually influence on customer satisfaction. Respondents were 200 visitors of one of the largest public health provider in one of the growing region in south of Indonesia,Bengkulu municipality. The statistics analysis used in this research was Structural Equation Model operated through AMOS 21 program. The results showed that tangible,reliability,responsiveness,empathy,and assurance individually influence customer satisfaction.
