CD Tesis

Analisis Tingkat Kepuasan Dan Kualitas Pelayanan Dan Dampaknya Terhadap Loyalitas Peserta BPJS Kesehatan Pada Puskesmas Di Kota Pekanbaru

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This study aims to identify and analyze the effect of interaction quality, environmental quality and quality of the results on satisfaction and loyalty Participants BPJS Kesehatan at Public health center in Pekanbaru City. The instrument used for data collection was a questionnaire. The study population was the participants BPJS Kesehatan who visit in Public Health Care area of Pekanbaru city with the criteria of sampling a minimum age of 17 years, ever been to the public health center in the last 2 years, and ever get a health center services at least 2 times within a period of three months for which number as many as 35.048 people. The sample in this study by using Taro Yamane formula obtained 100 votes. Data were analyzed using Path Analysis.
The calculations show that the, Interaction Quality has a significant influence and positive impact on loyalty, Physical Environmental Quality has no significant effect and positive impact on loyalty, Outcome Quality has a direct effect not significant and positive impact on loyalty, Interaction Quality through the customer satisfaction has a significant influence and positive impact on Loyalty Physical Environmental Quality has no significant effect and positive impact on loyalty, Physical Environmental Quality through the customer satisfaction has no significant effect and positive impact on loyalty, Outcome Quality through the customer satisfaction has a direct effect not significant and positive impact on loyalty and Customer satisfaction has a significant influence and positive impact on loyalty.
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Keywords : Interaction Quality, Physical Environmental Quality, Outcome Quality, Customer Satisfaction and Loyalty.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 217 (0014)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Magister Manajemen., 2017

Deskripsi Fisik

xvi, 119 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 217 (0014)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

PASCASARJANA (MAGISTER) MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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