CD Tesis

Pengaruh Kualitas Pelayanan Dan Kepuasan Pasien BPJS Terhadap Citra Klinik Pratama Universitas Riau Sehati 1

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To improve the level of health services for members registered with BPJS Health, the health services received are no longer centered on hospitals or advanced health facilities (faskes), but must be organized based on what is needed related to their health, such things force health service providers to focus Basic health services (FKTP)/basic health facilities, such as puskesmas and clinics, can be referred to as the preferred way for BPJS Health participants to obtain health services.
The Primary Clinic of Riau Sehati 1 University continues to make efforts to create an increase in the work of health service providers through the provision of maximum health services for those who need health services. The Primary Clinic of the University of Riau Sehati 1 is committed to prioritizing quality, comfort, and providing the best service, committed to being a customer-oriented clinic and research center for academics at the University of Riau. The Primary Clinic of Riau Sehati 1 University has competent medical personnel with 2 general practitioners, 2 dentists, 2 midwives, and 2 nurses who certainly have a lot of experience, and prioritize the safety of service recipients who are facilitated by technological medical equipment. tall. Coupled with the existence of the Riau University Teaching Hospital which is also still under the same leadership as the Riau University Sehati 1 Primary Clinic, these two health centers must optimize their respective performances, because indirectly, both the clinic and the Riau University Hospital will affect each other's image. if one of them provides the best service, then the image in the eyes of the community or the patient will be judged good/very good, if there is a service that is not good in the eyes of the patient it will be able to affect the image for the clinic or hospital of the University of Riau.
The results of the assessment of BPJS patients to the Primary Clinic of Riau Sehati 1 University with a range of values from 0 to 100, the Pratama clinic of RSP UNRI getting a score of 87.50, this means that there are still some performances that the clinic must optimize to be able to get a perfect assessment from its patients. From the entire presentation that has been described, it is necessary to have a comprehensive test related to the quality of services provided by the Pratama Clinic, Universitas Riau Sehati 1 and the quality of service affects the image of the clinic.
The procedures carried out are: Research Locations, this research was conducted in Pekanbaru with the object being the Primary Clinic, Riau Sehati University 1 which is located at Bina Widya Campus, Jalan HR. Subrantas Panam, Pekanbaru. Primary Data Is data collected through interviews, which means directly conducting interviews with respondents and also through other data obtained from the object of research. Secondary Data Is data that has been processed and presented and has also been documented, this data is usually company data, and other data relevant to this research.
The population is all parts or individuals in a scope to be studied, the population determination in this study is the Patient User BPJS Kelinik Pratama Riau Sehati 1 University which was recorded from August 2020 to October 2021 as many as 4,973 patients. Samples are several parts of a population that have been selected in a certain way, which aims to represent the population, namely 96 patients using BPJS at the Pratama Clinic, Riau Sehati 1 University. Data Analysis Techniques In this study, the data analysis method that the researcher uses is using SEM (Structural Equation Modeling) analysis and/or structural equation modeling using the PLS (Partial Least Square) program with the aim of testing the relationship between each research variable.
The results showed that the effect of service quality on BPJS patient satisfaction based on the tests that had been carried out, indicating that service quality had a positive and significant influence on BPJS patient satisfaction. Effect of BPJS patient satisfaction on clinical image Based on the tests that have been carried out, it shows that BPJS patient satisfaction has a positive and significant influence on clinical image. The quality of service on the image of the clinic also shows that there is a significant influence between the quality of service on the image of the Primary Clinic, Riau Sehati University 1.
Keywords: Service Quality, Patient Satisfaction, Clinical Image, BPJS

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 222 (0026)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2022

Deskripsi Fisik

xiii, 85 hlm.: ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 222 (0026)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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