RAHMAN, SYAIFUL (2018) PENGARUH KEPERCAYAAN, KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN PASIEN BPJS KESEHATAN DI RUMAH SAKIT MOH RIDWAN MEURAKSA JAKARTA. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Health service facilities to the community are shown through hospitals and the government has made a policy on health insurance which is a component of the health funding system, as a step to realize Universal coverage or can be interpreted as a guarantee of health services for the entire population. This study aims to analyze the influence of trust, service quality and facilities on Social Security Service Agency patient satisfaction. The population in this study were all Social Security Service Agency outpatients who were treated at Moh Ridwan Meuraksa Hospital in Jakarta. Using convenience sampling technique, a take sample of 100 questionnaires will obtained. Multiple linear regression analysis was employed in this analysis. The results of the study showed that the influence of trust, service quality and facilities had a positive impact on patient satisfaction and service quality variables were found dominant. And the results of the study with the t test show that the variable trust has a significant effect on patient satisfaction, service quality had a significant effect on patient satisfaction and facilities had a significant effect on patient satisfaction, then for the f test results indicate that the trust variable, service quality and facilities jointly influence significant to patient satisfaction. Keywords: trust, service quality, facilities, patient satisfaction Fasilitas layanan kesehatan kepada masyarakat ditunjukkan melalui rumah sakit dan pemerintah telah membuat kebijakan asuransi kesehatan yang merupakan komponen dari sistem pendanaan kesehatan, sebagai langkah untuk mewujudkan cakupan Universal atau dapat diartikan sebagai jaminan layanan kesehatan untuk seluruh populasi. Penelitian ini bertujuan untuk menganalisis pengaruh kepercayaan, kualitas layanan dan fasilitas terhadap kepuasan pasien Badan Jaminan Sosial. Populasi dalam penelitian ini adalah semua pasien rawat jalan Badan Pelayanan Jaminan Sosial yang dirawat di Rumah Sakit Moh Ridwan Meuraksa di Jakarta. Dengan menggunakan teknik convenience sampling, diperoleh sampel sebanyak 100 kuesioner. Analisis regresi linier berganda digunakan dalam analisis ini. Hasil penelitian menunjukkan bahwa pengaruh kepercayaan, kualitas layanan dan fasilitas berpengaruh positif terhadap kepuasan pasien dan variabel kualitas layanan ditemukan dominan. Dan hasil penelitian dengan uji t menunjukkan bahwa variabel kepercayaan berpengaruh signifikan terhadap kepuasan pasien, kualitas layanan berpengaruh signifikan terhadap kepuasan pasien dan fasilitas berpengaruh signifikan terhadap kepuasan pasien, kemudian untuk hasil uji f menunjukkan bahwa variabel kepercayaan, kualitas layanan dan fasilitas secara bersama-sama berpengaruh signifikan terhadap kepuasan pasien Kata kunci : kepercayaan, kualitas pelayanan, fasilitas, kepuasan pasien
| Item Type: | Thesis (S2) |
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| Call Number CD: | CDT-551-19-070 |
| NIM/NIDN Creators: | 55116110232 |
| Uncontrolled Keywords: | trust, service quality, facilities, patient satisfaction, kepercayaan, kualitas pelayanan, fasilitas, kepuasan pasien. Manajemen Pemasaran (MPS) |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | MYTHA ALVIANA SARI |
| Date Deposited: | 27 Mar 2022 16:54 |
| Last Modified: | 18 Jun 2022 07:56 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/58882 |
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