ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PESERTA BPJS KESEHATAN DI RSUD ARIFIN ACHMAD PEKANBARU

Abstract

This study aimed to analyze the influence of the quality of service to client
satisfaction BPJS kesehan participants and to analyze the influence of satisfaction on
loyalty participants in the health BPJS Arifin Achmad Pekanbaru. Analyses were based
on 121 patient samples BPJS participant health. While the sampling method used
probability sampling and techniques used in this sampling is the sampling area.
Collecting data using questionnaires and then the results statements from respondents
were processed and analyzed the quality layana on satisfaction and loyalty of patients
with hypothesis testing.
The results showed that the quality of services simultaneously significant effect on
patient satisfaction in the health BPJS Arifin Achmad Pekanbaru. Partially, the quality
of services that have a significant effect only two variables, reliability and
responsiveness. While variable tangibles, assurance and empathy no significant effect
on patient satisfaction health BPJS participants. Furthermore, namely the satisfaction
significantly influence patient loyalty health BPJS participants at Arifin Achmad
Pekanbaru.