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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