MENGUKUR CUSTOMER SATISFACTION PASIEN BPJS KESEHATAN DI RUMAH SAKIT PEMERINTAH
Abstract
Kesehatan adalah hak dasar setiap orang dan telah dijamin dalam UUD dan setiap orang berhak mengakses dan mendapatkan pelayanan kesehatan terhadap pelayanan kesehatan yang bermutu tanpa terkecuali peserta BPJS Kesehatan sehingga penyedia layanan jasa kesehatan salah satunya RSUD Kota Kendari harus meningkatkan infrastruktur fisik yakni fasilitas dan non fisik yakni kualitas layanan dan consumer perceived value dalam upaya meningkatkan kepuasan konsumen (customer satisfaction). Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan, fasilitas dan consumer perceived value guna mengukur customer satisfaction. Jumlah sampel dalam penelitian sebanyak 170 responden dan untuk mengetahui pengaruah antar variabel menggunakan analisis regresi linear berganda. Hasil penelitian menunjukkan bahwa ketiga variabel bebas tersebut memiliki arah hubungan positif dengan consumer satisfaction dan berpengaruh positif dan signifikan yang berarti semakin baik kualitas layanan, fasilitas dan consumer perceived value di RSUD Kota Kendari, maka customer satisfaction semakin meningkat.
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Sudarsono, H. (2020). Manajemen Pemasaran (pertama). Pustaka Abadi.
Sugiyono. (2013). Metode Penelitian.
Suwito. (2022). Pengusaha Yang SUkses Pasti Menjada Kepuasan Pelanggannya : Sebuah Monogrof Dari Sudut Pandang Manajemen Pemasaran (H. Aulia (ed.); Pertama).
Tami, J. L. M. (2004). Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model. Journal of Marketing Management, 20(November 2012), 897–917.
Vranesevic, T., Vignali, C., & Vignali, D. (2004). Consumer perception of perceived value and satisfaction in marketing management. Journal of Food Products Marketing, 10(3), 61–89. https://doi.org/10.1300/J038v10n03_05
Weinstein, A. (2018). Superior Customer Value Finding and Keeping Customers in the Now Economy (4th ed.). Taylor & Francis.
Yelvita, F. S. (2022). Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Daerah (RSUD) Pariaman. Mutua Jurnal, 4(8.5.2017), 2003–2005.
Zulkarnaen, W., Amin, N. N. (2018). Pengaruh Strategi Penetapan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 2(1), 106-128.
BPJS. (2014). Peraturan BPJS Kesehatan Nomor 1 Tahun 2014 Tentang Penyelenggaraan Jaminan Kesehatan. BPJS Kesehatan, 1–48.
Brambilla, A., Lindahl, G., Dell’Ovo, M., & Capolongo, S. (2021). Validation of a multiple criteria tool for healthcare facilities quality evaluation. Facilities, 39(5–6), 434–447. https://doi.org/10.1108/F-06-2020-0070
Fatihuddin, D., & AnangFirmansyah. (2019). Pemasaran Jasa (Strategi, Mengukur Kepuasan Dan Loyalitas Pelanggan) (1st ed.). Deepublish.
Harisman, D., R., A. L., Darti, D., Rimalia, W., Yusriadi, Y., Achmad, N., & Marbun, P. (2014). The Effect of Service Quality on Customer Satisfaction. Actual Problems of Economics, 2, 109–125. http://140.116.249.155/file.php/66423/CB_Final-Telecom_in_Vietnam.pdf
Hill, Ni., Brierley, J., & Macdaugall, R. (2017). How to Measure Customer Satisfaction (2nd ed.). Taylor & Francis.
Indeed Editorial Team. (2022). What Is Customer Perceived Value? Definition and Importance. Indeed.Com. https://www.indeed.com/career-advice/career-development/customer-perceived-value
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.).
Kotler, P., & Kotler, P., Armstrong, G., Harris, L. C., & He, H. (2017). Prinsiple Of Marketing (7th ed.). Pearson.
Malik, S. U. (2012). Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value. International Journal of Marketing Studies, 4(1). https://doi.org/10.5539/ijms.v4n1p68
Marjukah, A. (2023). Konsep Dasar Manajemen Jasa (P. T. Cahyono & A. Setyabudi (eds.); 1st ed.). Yayasan Cendikia Mulia Mandiri.
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40(July), 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011
Mu’ah. (2021). Kualitas Layanan Rumah Sakit Terhadap Emosi dan Kepuasan Pasien (M. Jannah (ed.)). Zifatama.
Nguyen, N. X., Tran, K., & Nguyen, T. A. (2021). Impact of service quality on in-patients’ satisfaction, perceived value, and customer loyalty: A mixed-methods study from a developing country. Patient Preference and Adherence, 15(September), 2523–2538. https://doi.org/10.2147/PPA.S333586
Nurhayati. (2023). Keputusan Pembelian dan Kepuasan Konsumen. NEM.
Octaviana, F., Rivai, F., Pasinringi, S. A., Zulkifli, A., Riskiyani, S., & Mallongi, A. (2023). Analysis Of The Influence Of Customer Perceived Value And Marketing Mix On General Patient Satisfaction In Grestelina Hospital Installation, Makassar. Journal of Pharmaceutical Negative Results ¦, 14(03). https://doi.org/10.47750/pnr.2023.14.03.338
Owusu Kwateng, K., Lumor, R., & Acheampong, F. O. (2019). Service quality in public and private hospitals: A comparative study on patient satisfaction. International Journal of Healthcare Management, 12(4), 251–258. https://doi.org/10.1080/20479700.2017.1390183
Özkan, P., Süer, S., Keser, İ. K., & Kocakoç, İ. D. (2020). The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation. International Journal of Bank Marketing, 38(2), 384–405. https://doi.org/10.1108/IJBM-03-2019-0096
Polakitan, K. A. (2023). BPJS Kesehatan sebut 262,74 juta jiwa jadi peserta JKN. 2 Oktober. https://www.antaranews.com/berita/3753729/bpjs-kesehatan-sebut-26274-juta-jiwa-jadi-peserta-jkn
Rafik, A., Suardhita, N., & Sugeng, I. S. (2021). The influence of quality of services and hospital facilities on patient satisfaction. Journal of Economics and Business Letters, 1(4), 19–26. https://doi.org/10.55942/jebl.v1i4.128
Rao, K. R. M. (2004). Services Marketing. Pearson Education.
Riadi, M. (2020). Nilai Pelanggan (Pengertian, Manfaat, Dimensi dan Strategi). Kajian Pustaka.Com.https://www.kajianpustaka.com/2020/02/nilai-pelanggan-pengertian-manfaat-dimensi-dan-strategi.html
Sa’adah, L. (2020). Kualitas Layanan, Harga, Citra Merk serta Pengaruhnya terhadap Kepuasan Konsumen. LPPM Universitas KH. A. Wahab Hasbullah.
Siregar, S., Juliati Nst, Y. S., & Harahap, R. H. (2021). Analysis of the Influence of Service Quality, Facilities and Value Rates on Patient Interest through Inpatient Satisfaction at Islam Malahayati Hospital. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(2), 2497–2508. https://doi.org/10.33258/birci.v4i2.1954
Sood, T. (2017). Strategic Marketing Management and Tactics in the Service Industry (T. Sood (ed.)). IGI Global.
Sudarsono. (2022). SERVICE MARKETING (Dalam Konteks Kepuasan Konsumen Dan Kualitas Layanan) (Darman (ed.)). CV. Cahaya Arsh Publisher and Printing.
Sudarsono, H. (2020). Manajemen Pemasaran (pertama). Pustaka Abadi.
Sugiyono. (2013). Metode Penelitian.
Suwito. (2022). Pengusaha Yang SUkses Pasti Menjada Kepuasan Pelanggannya : Sebuah Monogrof Dari Sudut Pandang Manajemen Pemasaran (H. Aulia (ed.); Pertama).
Tami, J. L. M. (2004). Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model. Journal of Marketing Management, 20(November 2012), 897–917.
Vranesevic, T., Vignali, C., & Vignali, D. (2004). Consumer perception of perceived value and satisfaction in marketing management. Journal of Food Products Marketing, 10(3), 61–89. https://doi.org/10.1300/J038v10n03_05
Weinstein, A. (2018). Superior Customer Value Finding and Keeping Customers in the Now Economy (4th ed.). Taylor & Francis.
Yelvita, F. S. (2022). Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Daerah (RSUD) Pariaman. Mutua Jurnal, 4(8.5.2017), 2003–2005.
Zulkarnaen, W., Amin, N. N. (2018). Pengaruh Strategi Penetapan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 2(1), 106-128.
Published
2024-03-17
How to Cite
Hamid, N., Maksar, M., Makmur, M., & Thahir, A. N. (2024). MENGUKUR CUSTOMER SATISFACTION PASIEN BPJS KESEHATAN DI RUMAH SAKIT PEMERINTAH. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 8(1), 1710-1724. https://doi.org/10.31955/mea.v8i1.3895
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