Wulandari, Novianti (2022) PENGARUH KUALITAS PELAYANAN, FASILITAS KESEHATAN, DAN CITRA RUMAH SAKIT TERHADAP LOYALITAS PELANGGAN PENGGUNA BPJS DI RUMAH SAKIT UMUM DAERAH KEMAYORAN. Skripsi thesis, SEKOLAH TINGGI ILMU EKONOMI INDONESIA JAKARTA.
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Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan, fasilitas kesehatan dan citra rumah sakit terhadap loyalitas pelanggan pengguna BPJS di RSUD Kemayoran. Penelitian ini menggunakan pendekatan kuantitatif, yang diukur dengan menggunakan software SmartPLS 3.3.9. Populasi dalam penelitian ini adalah mencakup pasien pengguna BPJS dengan target populasi sasarannya yaitu pasien BPJS Rumah Sakit Daerah Kemayoran. Sampel yang ditentukan berdasarkan metode purposive sampling, dengan jumlah sampel sebanyak 97 orang responden. Data yang digunakan dalam penelitian ini berupa data primer dan data sekunder. Teknik pengumpulan data menggunakan metode survei berupa kuesioner dengan media angket kepada responden. Dengan menganalisis uji outer model, inner model dan hipotesis menggunakan penelitian SEM-PLS. Hasil penelitian ini menunjukkan: (1) Kualitas Pelayanan tidak berpengaruh terhadap loyalitas pelanggan. (2) Fasilitas Kesehatan berpengaruh signifikan dan positif terhadap loyalitas pelanggan. (3) Citra Rumah Sakit berpengaruh signifikan dan positif terhadap loyalitas pelanggan. This study aims to determine the effect of service quality, health facilities and hospital image on the loyalty of BPJS users at RSUD Kemayoran. This study uses a quantitative approach, which is measured using the SmartPLS 3.3.9 software. The population in this study includes patients using BPJS with the target population being BPJS patients at the Kemayoran Regional Hospital. The sample was determined based on the purposive sampling method, with a total sample of 97 respondents. The data used in this study are primary data and secondary data. The data collection technique used a survey method in the form of a questionnaire with a media questionnaire to the respondents. By analyzing the test of the outer model, inner model and hypothesis using SEM-PLS research. The results of this study indicate: (1) Service quality has no effect on customer loyalty. (2) Health facilities have a significant and positive effect on customer loyalty. (3) Hospital image has a significant and positive effect on customer loyalty.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Operasional R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine |
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| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | NOVIANTI WULANDARI | ||||||||
| Date Deposited: | 17 Oct 2022 01:48 | ||||||||
| Last Modified: | 17 Oct 2022 01:48 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/8660 |
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