%A NIM. 07730075 ARUM TEST WINING HANDANI 
%O Pembimbing :  Fatrna Dian Pratiwi, M. Si


%T PENGARUH KINERJA PUBLIC RELATIONS
DAN CUSTOMER RELATIONS MANAGEMENT
TERHADAP KEPUASAN PELANGGAN RUMAH SAKIT ISLAM
SURAKARTA “YARSIS”

%X Hospital as a health institution, where the health care problem that most often
gets complaints from the public. Complaints from the public are usually caused by
abnormalities and errors of society is usually caused by the negligence or fault of
health workers in hospitals proficiency level in delivering services to the community
in this case is the patient. Description of the background of the above problems, the
problems that can be formulated is Is there a performance effect on customer
satisfaction PR Rumah sakit Islam Surakarta? Is there any influence on customer
satisfaction Customer Relationship RS Rumah sakit Islam Surakarta? Are there
influences the performance of the PR and Customer Relationship satisfaction Rumah
Sakit Islam Surakarta?
From the results of this data analysis it can be concluded Instruments
questions in the questionnaire all valid and reliable. T-test related PR performance
(X1) to the Customer Satisfaction (Y) obtained the results of 2,583 t count> t table =
1.985 then Ho is rejected, it means that there is significant relationship between
homework performance (X1) to the Customer Satisfaction Surakarta Islamic Hospital
(Y). T-test related Customer Relationship Management (X2) on Customer
Satisfaction (Y) obtained results of 4.944 t > t table 1.985 then Ho is rejected, it
means that there is a significant effect between Customer Relationship Management
(X2) on Customer Satisfaction Surakarta Islamic Hospital (Y ). Calculate the F test
results prove that the performance of PR (X1), and Customer Relationship
Management (X2) berpengatuh together towards customer satisfaction (Y). By using
SPSS data processing, it can obtain the value of F calculated = 52.941> F table =
3.09, then Ho is rejected, meaning together a significant difference between the
performance of PR (X1), and Customer Relationship Management (X2) on Customer
satisfaction Surakarta Islamic Hospital (Y). The test results of coefficient of
determination (R2) obtained results of determination coefficient of 0.512. This means
that 51.2% customer satisfaction is the dependent variable (Y) is strongly influenced
by the independent variable PR performance (X1), and Customer Relationship
Management (X2) and the remaining 48.8% is influenced by other factors beyond the
studied variables.
As the donation of materials for the development of the Hospital in time to
come, with the author convey this suggestion PR Better performance is always
enhanced by providing education and training for human resources in charge of
Public Relations so that customer satisfaction can be maintained and increased.
Customer Relationship Management should be improved by structuring and
preparation of management programs that fit and appropriate when used in the
hospital so that the customers are satisfied with the services in the hospital.

%K Keywords: customer relationship, customer satisfaction, Performance PR
%D 2014
%I UNIVERSITAS ISLAM NEGERI SUNAN KALIJAGA
%L digilib14682