Peran mediator kepuasan untuk mengaloborasi kualitas pelayanan, citra dan penanganan komplain terhada loyalitas (studi pasien BPJS di Rumah Sakit Islam Amal Sehat Sragen)
DOI:
https://doi.org/10.26486/jpsb.v6i1.416Kata Kunci:
Kualitas Pelayanan, Citra, Penanganan Komplain, Kepuasan, Loyalitas.Abstrak
Penelitian Rumah sakit sebagai institusi pelayanan kesehatan sekaligus sebagai entitas yang memiliki tanggung jawab kepada shareholder dan stakeholder harus jeli dalam melihat perubahan-perubahan yang dikarenakan kemajuan teknologi, pengaruh globalisasi, tingkat persaingan yang semakin tinggi dan perilaku pasien BPJS yang semakin kritis dalam memilih pelayanan kesehatan. Tujuan penelitian ini adalah melihat peran peran mediator kepuasan untuk mengaloborasi kualitas pelayanan, citra dan penanganan komplain terhada loyalitas pasien BPJS di Rumah Sakit Islam Amal Sehat Sragen.teknik analisis yang digunakan adalah analisis jalur dengan jumlah sampel sebesar 80 pasien. Hasil penelitian ini menunjukkan Kualitas pelayanan berpengaruh positif dan signifikan terhadap Kepuasan Pasien BPJS. Citra berpengaruh positif dan signifikan terhadap Kepuasan pasien BPJS. Penangganan Komplain berpengaruh positif dan tidak signifikan terhadap Kepuasan Pasien BPJS. Kualitas Pelayanan, Citra rumah sakit berpengaruh positif dan signifikan terhadap Loyalitas Pasien BPJS. Kepuasan pasien BPJS dan penanggan komplain berpengaruh positif dan tidak signifikan terhadap Loyalitas Pasien BPJS. Hasil analisis jalur menunjukkan bahwa pengaruh langsung kualitas pelayanan terhadap loyalitas pasien BPJS dan Citra terhadap loyalitas pasien BPJS lebih efektif dibandingkan pengaruh tidak langsung, sehingga untuk meningkatkan loyalitas pasien BPJS lebih efektif melalui jalur langsung.Referensi
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