Analisis pengaruh compliance, assurance, reliability, tangibility, empathy, responsiveness, insurance system, sincerity terhadap customer satisfaction dan customer loyalty pada pasien BPJS di Rumah Sakit Islam Jemursari Surabaya

Osok, Maldini Virzinia Veroso (2022) Analisis pengaruh compliance, assurance, reliability, tangibility, empathy, responsiveness, insurance system, sincerity terhadap customer satisfaction dan customer loyalty pada pasien BPJS di Rumah Sakit Islam Jemursari Surabaya. Masters thesis, Universitas Pelita Harapan.

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Abstract

ABSTRAK Kepuasan dan loyalitas pasien merupakan salah satu indikator keberhasilan pelayanan kesehatan dan merupakan aspek penting yang harus dicapai oleh semua institusi pelayanan kesehatan. Pelayanan yang berkualitas merupakan bentuk pengakuan pasien atas pelayanan yang diterima. Beberapa penelitian menggunakan tingkat kepuasan untuk menentukan kepuasan pasien. Pelayanan kesehatan yang bermutu merupakan salah satu aspek pelayanan kesehatan dan merupakan faktor penting dalam mencapai kepuasan pasien. Menyadari bahwa pelayanan kesehatan merupakan kebutuhan setiap masyarakat, maka pemerintah berupaya mengembangkan jaminan kesehatan bagi seluruh masyarakat Indonesia, yaitu dengan menghadirkan Badan Penyelenggara Jaminan Sosial (BPJS) Kesehatan. Penelitian ini bertujuan untuk menganalisis pengaruh variabel Compliance, Assurance, Reliability, Tangibility, Empathy, Responsiveness, Insurance system, dan Sincerity terhadap kepuasan pelanggan dan loyalitas pelanggan pada pasien BPJS di RS Islam Jemursari Surabaya. Manfaat yang diharapkan dari penelitian ini adalah untuk meningkatkan basis pengetahuan di bidang manajemen khususnya seberapa besar pengaruh kepuasan pelanggan sehingga dapat meningkatkan loyalitas pelanggan yang pada akhirnya akan meningkatkan transaksi dan pelayanan yang diberikan kepada pasien BPJS di RS Jemursari Surabaya. Penelitian ini merupakan penelitian kausal. Metode penelitian yang digunakan adalah metode kuantitatif dengan pengolahan data menggunakan SPSS. Pengumpulan data dilakukan dengan menyebarkan kuesioner kepada 220 responden dengan karakteristik responden pria dan wanita berusia 18-60 tahun, berdomisili di Surabaya, dan pernah menggunakan pelayanan rawat inap dan rawat jalan untuk pengobatan penyakit di RS Islam Sunsari Surabaya. Dalam masa rawat inap saat menjalani perawatan kurang dari 1 minggu dan lebih dari 3 bulan menggunakan metode pembayaran yang digunakan saat menjalani perawatan rawat inap BPJS. Temuan empiris menunjukkan bahwa hubungan Kepatuhan berpengaruh signifikan terhadap kepuasan pelanggan dengan koefisien regresi sebesar 0,076 dengan nilai uji t sebesar 0,040; Assurance berpengaruh signifikan terhadap kepuasan pelanggan dengan koefisien regresi sebesar 0,012 dengan nilai uji-t sebesar 0,856; Keandalan berpengaruh signifikan terhadap kepuasan pelanggan dengan koefisien regresi 0,194 dengan nilai uji t sebesar 0,000; Tangibility berpengaruh signifikan terhadap kepuasan pelanggan dengan koefisien regresi sebesar 0,239 dengan nilai uji t sebesar 0,001; Empati berpengaruh signifikan terhadap kepuasan pelanggan dengan koefisien regresi sebesar 0,103 dengan nilai uji t sebesar 0,102; Responsiveness berpengaruh signifikan terhadap kepuasan pelanggan dengan nilai koefisien regresi sebesar 0,119 dengan nilai uji t sebesar 0,048; Sistem asuransi berpengaruh signifikan terhadap kepuasan nasabah dengan koefisien regresi sebesar 0,088 dengan nilai uji t sebesar 0,088; Ketulusan berpengaruh signifikan terhadap kepuasan pelanggan dengan koefisien regresi sebesar 0,196 dengan nilai uji t sebesar 0,002; loyalitas pelanggan berpengaruh signifikan terhadap kepuasan pelanggan dengan koefisien regresi sebesar 0,727 dengan nilai uji t sebesar 0,000. /ABSTRACT Patient satisfaction and loyalty are indicators of the success of health services and an important aspect that must be achieved by all health care institutions. Quality service is a form of patient recognition for the services received. Several studies use the level of satisfaction to determine patient satisfaction. Quality health care is one aspect of health care and is an important factor in achieving patient satisfaction. Realizing that health services are the needs of every community, the government seeks to develop health insurance for all Indonesian people, namely by presenting the Health Social Security Provider (BPJS). This study aimed to analyze the effect of Compliance, Assurance, Reliability, Tangibility, Empathy, Responsiveness, Insurance system, and Sincerity variables on customer satisfaction and customer loyalty in BPJS patients at Jemursari Islamic Hospital in Surabaya. The expected benefit of this research is to increase the knowledge base in the field of management, especially how much influence customer satisfaction has so as to increase customer loyalty which in turn will increase transactions and services provided to BPJS patients at Jemursari Hospital Surabaya. This research is causal research. The research method used is a quantitative the method with data processing using SPSS. Data collection was carried out by distributing questionnaires to 220 respondents with the characteristics of male and female respondents aged 18-60 years, domiciled in Surabaya, and who had used inpatient and outpatient services for the treatment of diseases at the Sunsari Islamic Hospital in Surabaya. In the period of hospitalization while undergoing treatment for less than 1 week and more than 3 months using the payment the method used when undergoing BPJS inpatient treatment. The empirical findings indicate that the Compliance relationship has a significant effect on customer satisfaction with a coefficient regression of 0.076 with a t-test value of 0.040; Assurance significant effect on customer satisfaction with the regression coefficient of 0.012 with a t-test value of 0.856; Reliability matters significant to customer satisfaction with a regression coefficient of 0.194 with a t-test value of 0.000; Tangibility has a significant effect on customer satisfaction with a regression coefficient of 0.239 with a t-test value of 0.001; Empathy has a significant effect on customer satisfaction with a regression coefficient of 0.103 with a t-test value of 0.102; Responsiveness has a significant effect on customer satisfaction with a regression coefficient value of 0.119 with a t-test value of 0.048; Insurance system has a significant effect on customer satisfaction with a regression coefficient of 0.088 with a t-test value of 0.088; Sincerity has a significant effect on customer satisfaction with a regression coefficient of 0.196 with a t-test value of 0.002; customer loyalty has a significant effect on customer satisfaction with a regression coefficient of 0.727 with a t-test value of 0.000. Keywords: Compliance, Assurance, Reliability, Tangibility, Empathy, Responsiveness, Insurance system, Sincerity, Customer Satisfaction, Customer Loyalty.

Item Type: Thesis (Masters)
Creators:
CreatorsNIMEmail
Osok, Maldini Virzinia Veroso02619200019marlinosok01@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorAmelia, Amelia0715128701amelia.fe@uph.edu
Thesis advisorRonald, Ronald0720097804ronald.suryaputra@uph.edu
Uncontrolled Keywords: compliance; assurance; reliability; tangibility; empathy; responsiveness; insurance system; sincerity; customer satisfaction; customer loyalty
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HF Commerce > HF5601 Accounting
Divisions: University Subject > Current > Faculty/School - UPH Surabaya > Business School > Master of Management
Current > Faculty/School - UPH Surabaya > Business School > Master of Management
Depositing User: Users 19229 not found.
Date Deposited: 17 Mar 2022 01:20
Last Modified: 17 Mar 2022 01:20
URI: http://repository.uph.edu/id/eprint/47213

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