MENGUKUR CUSTOMER SATISFACTION PASIEN BPJS KESEHATAN DI RUMAH SAKIT PEMERINTAH

  • Nisrina Hamid Universitas Muhammadiyah Kendari, Kota Kendari
  • Muhammad Sofian Maksar Universitas Muhammadiyah Kendari, Kota Kendari
  • Muhammad Rizaldi Makmur Universitas Muhammadiyah Kendari, Kota Kendari
  • An Najjar M Thahir Universitas Muhammadiyah Kendari, Kota Kendari

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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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
Section
Articles