PENGARUH KUALITAS PELAYANAN PENDAFTARAN DAN KEPERCAYAAN TERHADAP KEPUASAN PASIEN RAWAT JALAN JAMINAN BPJS KESEHATAN DI RS HERMINA PALEMBANG

INDAHWATI, ELVI and Widiyanti, Marlina and Shihab, Muchsin Saggaf (2023) PENGARUH KUALITAS PELAYANAN PENDAFTARAN DAN KEPERCAYAAN TERHADAP KEPUASAN PASIEN RAWAT JALAN JAMINAN BPJS KESEHATAN DI RS HERMINA PALEMBANG. Masters thesis, Sriwijaya University.

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Abstract

This study was conducted to determine the effect of registration service quality and trust on outpatient satisfaction with BPJS Kesehatan insurance at Hermina Hospital Palembang. The population in this study were BPJS Kesehatan outpatients at Hermina Hospital Palembang for the 2022-2023 period with a total of 102,360 respondents. The sample to be used in this study was 123 respondents who were BPJS Kesehatan insurance outpatients at Hermina Hospital Palembang for the 2022-2023 period using purposive sampling technique. The results of multiple linear regression analysis show that the registration service quality and trust have a positive and significant effect on patient satisfaction. Service quality, it is expected to anticipate the factors that frequently induce the accumulation in the registration process. Trust, it is expected to improve the services provided by registration officers through the addition of information officers. The implications of this research are that it can strengthen the pre-existing theories and as a consideration for hospital management in making marketing strategies as the results of the analysis show that increasing patient satisfaction can be done by improving service quality and trust.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Kualitas Pelayanan, Kepercayaan, Kepuasan Pasien
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD3611-4730.9 Industrial policy. The state and industrial organization Including licensing of occupations and professions, subsidies, inspection, government ownership, municipal services H Social Sciences > HD Industries. Land use. Labor > HD59-59.6 Public relations. Industrial publicity
Divisions:	01-Faculty of Economics > 61101-Management Business and Administration (S2)
Depositing User:	Elvi Indahwati
Date Deposited:	18 Aug 2023 05:49
Last Modified:	18 Aug 2023 05:49
URI:	http://repository.unsri.ac.id/id/eprint/127361

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