Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien BPJS pada RSUD Budhi Asih Jakarta Timur

Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien BPJS pada RSUD Budhi Asih Jakarta Timur

• By Kurniawan, Aris; Rosanto, Oki; Shinta, Rahmi, Marlina;
• Jurnal Nasional Tidak Terakreditasi
• 585
• 1-10

Abstract

 

This research uses an associative quantitative approach that discusses the influence of service quality and patient satisfaction. The population in this study were all outpatients of BPJS participants at the Regional General Hospital (RSUD) Budhi Asih, East Jakarta. Sampling in this study using non-probability sampling technique with purposive sampling method, which is taking the number of samples based on certain considerations and / or previously determined criteria that are considered to represent the population, so that the sample size is 50 respondents. The correlation coefficient test results are 0.765 which means a very strong relationship between service variables with BPJS patient satisfaction variables. Variable patient satisfaction is influenced by service by 58.5%, this is indicated by the calculation of the determination coefficient of 0.585 or 58.5%, meaning that Patient satisfaction is influenced by service by 58.5%. While the remaining 41.5% is influenced by other variables such as price, organizational image, and organizational culture that require further research. From the results of the Regression Analyst, an equation can be obtained, namely: Y = 8.627 + 0.866 X

• Katakunci Service, customer satisfaction
• URL http://journal.stie-kusumanegara.ac.id/index.php/aktiva/article/view/88
• Penerbit Jurnal Aktiva- CMED STIE Kusuma Negara, Jakarta Timur DKI Jakarta

REFERENSI

Daryanto, dan Ismanto Setyobudi. 2014. Konsumen dan Pelayanan Prima. Yogyakarta: Gava Media. Fitzsimmons, James and Mona J. Fitzsimmons. 2004. Service Management Operations, Strategy and Information Technology. New York : Mc Graw Hill

 Priyatno, Duwi. 2014. SPSS 22 Mengolah Data Terpraktis. Yogyakarta: CV Andi Offset.

Rangkuti, Freddy. 2017. Customer Care Excellence. Jakarta: PT Gramedia.

Rahmayanty,Nina.2013.Manajemen Pelayanan Prima.Yogyakarta:Graha Ilmu

Riduwan (2009). Metode dan Teknik Penyusunan Proposal Penelitian. Bandung. Afabeta

Sangadji, Etta Mamang, dan Sopiah. 2010. Metodologi Penelitian: Pendekatan Praktis dalam Penelitian.

 Yogyakarta: CV Andi Offset.

Santoso, Singgih. 2013. Menguasai SPSS 21 Di Era Informasi. Jakarta: PT Elex Media Komputindo.

 Sugiyono. 2015. Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta.

 

Sunyoto, Danang. 2014. Konsep Dasar Riset Pemasaran Dan Perilaku Konsumen. Yogyakarta: CAPS (Center For Academic Publishing Service).

 Tjiptono, Fandy dan Chandra Gregorius. 2012. Pemasaran Strategik Edisi 2. Yogyakarta: Andi.

 

Windasuri, Heria, Hyacintha Susanti dan BusinessGrowth Team. 2017. ExcellentService. Jakarta: PT Gramedia Pustaka Utama.