CD Tesis

Pengaruh Kualitas Pelayanan, Kepuasan Pasien Bpjs Terhadap Citra Rumah Sakit Islam Ibnu Sina Pekanbaru

---

Hamanda Hadi Saputra, NIM 1110246962. The Effect of Service Quality, Patient Satisfaction Toward Hospital Image of RSI Ibnu Sina Pekanbaru. Promotor : Zulkarnain and Alvi Furwanti BPJS (Social Security Provider) is a public agency established to implement the social security program, one of which is BPJS for Health. At the beginning of its implementation at 2014, based on national and local news, there were some problems. For example there were many private hospitals that didn't join with BPJS for health because they fear of potential loss due to the system of claims payments being applied, then a lot of people who are not satisfied with the quality of services by the hospital, so the potential emergence of a bad image of the hospital in serving patients BPJS. This is the reason for the research was conducted. Therefore, the objective of this research is analyzing the effect of service quality and patient satisfaction toward private hospital image. RSI Ibnu Sina Hospital Pekanbaru is the object this research, because one of the considerations is the RSI Ibnu Sina had a long experience in serving patients BPJS. The research was conducted 100 Patient samples BPJS were selected by using simple random sampling and analyzing with path analysis. The research findings are as follows: (1) there is a effect of service quality on patient satisfaction BPJS with the value of influence (ρyx) 0,580; (2) there is a effect of patient satisfaction on hospital image with the value (ρzy) 0,357; (3) there is a effect of service quality on hospital image with the value (ρzx) 0,346. Ibnu Sina Hospital have positive image by BPJS patients because this hospital gives good service quality and patient is satisfy with service. Advice can be given to hospital is expected for maintain and improve the performance of doctors, nurses, administration officials and other employees in direct contact with patients BPJS. This is one of the evaluation and control to service quality and satisfy the patient satisfaction so can give positive impact for hospital image. Limitations of this study did not distinguish in detail the services for inpatient and outpatient BPJS. To enhance further research necessary a comparison and / or differentiation of research more specific questionnaire for each outpatient and inpatient BPJS. Keywords : Service quality, patient satisfaction, hospital image, corporate image, BPJS (Social Security Provider)

---

Ketersediaan

Informasi Detail

Judul Seri

-

No. Panggil

10 12 .116 (0019)

Penerbit

Pekanbaru : Universitas Riau - Pasca Manajemen Pemasaran., 2016

Deskripsi Fisik

xii, 101 hlm,; ill.: 29 cm

Bahasa

ISBN/ISSN

-

Klasifikasi

10 12 .116 (0019)

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

-

Subjek

MANAJEMEN PEMASARAN

Info Detail Spesifik

-

Pernyataan Tanggungjawab

Lubis

Versi lain/terkait

Lampiran Berkas

Komentar

---

Anda harus masuk sebelum memberikan komentar