PURBANDARI, ENY (2016) PENGARUH KUALITAS LAYANAN DAN HARGATERHADAP KEPUASAN DAN WORD OF MOUTH (STUDI PADA PASIEN PENGGUNA KARTU JAMINAN KESEHATAN NASIONAL DI RUMAH SAKIT BHAYANGKARA POLDA DIY). Masters thesis, UPN ''VETERAN'' YOGYAKARTA.
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Abstract
Kualitas pelayanan dan harga diduga berpengaruh terhadap kepuasan dan berdampak pada aktifitas word of mouth. Penelitian ini ditujukan untuk menguji pengaruh kualitas layanan dan harga terhadap kepuasan pasien dan meningkatkan words of mouth. Penentuan sampel menggunakan metode Purposive Sampling. Data dikumpulkan melalui kuesioner kepada 110 pasien JKN di RS Bhayangkara Polda DIY. Data yang diperoleh selanjutnya dianalisis dengan menggunakan Structural Equation Modeling (SEM) dengan AMOS versi 19.0. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh positif terhadap kepuasan pasien JKN di RS Bhayangkara Polda DIY, harga berpengaruh positif terhadap kepuasan pasien JKN di RS Bhayangkara Polda DIY, dan kepuasan berpengaruh positif terhadap words of mouth pasien JKN di RS Bhayangkara Polda DIY. Hasil pengujian juga menunjukkan bahwa kualitas layanan dan harga memiliki pengaruh yang besar pada kepuasan dan words of mouth pasien JKN di RS Bhayangkara Polda DIY oleh karena itu implikasi manajerial yang diterapkan harus diprioritaskan pada perbaikan kualitas pelayanan dan harga. Kata kunci : kualitas pelayanan, harga, kepuasan pasien, words of mouth. The service quality and price are believed to have an impact on satisfaction and creating the word of mouth activity. The purpose of this research is to test the influences of the service quality and price on patient satisfaction to increase words of mouth. The sample deciding method is purposive sampling. To do this, data were collected by interviewing 110 patient JKN of BhayangkaraPolda DIY Hospital. Then, data was analyzed using Structural Equation Modeling (SEM) byAnalysis Moment of Structure (AMOS) 19.0 version. The result shows that service quality has a positive effect on satisfaction of the patient JKN BhayangkaraPolda DIY hospital, price has a positive effect on satisfaction of the patient JKN atBhayangkaraPolda DIY hospital, and patient satisfaction has a positive effect on words of mouth of the patient JKN BhayangkaraPolda DIY hospital. The results also show thatservice quality and price have the highest effect in creating the satisfaction and words of mouth. Therefore, the managerial implication should place the service quality and price improvement as a priority. Keywords: service quality, price, patient satisfaction, and word of mouth
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | H Social Sciences > HC Economic History and Conditions |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Erny Azyanti |
| Date Deposited: | 20 May 2016 03:49 |
| Last Modified: | 20 May 2016 03:49 |
| URI: | http://eprints.upnyk.ac.id/id/eprint/1885 |
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