Miftah, Winda (2022) PENGARUH KUALITAS PELAYANAN, KINERJA KARYAWAN DAN FASILITAS TERHADAP KEPUASAN PASIEN BPJS PADA RUMAH SAKIT ABC. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan, kinerja karyawan dan fasilitas terhadap kepuasan pasien. Metode yang digunakan dalam penelitian ini adalah metode pendekatan kuantitatif. Populasi pada penelitian ini adalah pasien rumah sakit ABC yang bersedia mengisi gform. Dengan jumlah sampel 80 orang pasien. Pengumpulan data dalam penelitian ini menggunakan metode penelitian survey, Teknik pengumpulan data menggunakan alat kuesioner dengan skala likert. Penelitian ini menggunakan analisis partial least squares data processing (SEM) dengan program PLS 3.0. Hasil dari penelitian ini menyatakan bahwa kualitas pelayanan tidak berpengaruh signifikan terhadap kepuasan pasien, kinerja karyawan berpengaruh signifikan terhadap kepuasan pasien dan fasilitas kesehatan berpengaruh signifikan terhadap kepuasan pasien di rumah sakit ABC This study aims to determine the effect of service quality, employee performance and hospital facilities on patient satisfaction. The method used in this research is a quantitative approach method. The population in this study were patients from the ABC family partner hospital who were willing to fill out the form. with a sample of 80 patients. Collecting data in this study using survey research methods, data collection techniques using a questionnaire with a Likert scale. This study uses partial least squares data processing (SEM) analysis with the PLS 3.0 program. The results of this study state that service quality has no significant effect on patient satisfaction, employee performance has a significant effect on patient satisfaction and health facilities have a significant effect on patient satisfaction at the ABC.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Operasional | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | WINDA MIFTAH | ||||||||
| Date Deposited: | 17 Jan 2023 02:21 | ||||||||
| Last Modified: | 17 Jan 2023 02:21 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/9474 |
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