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) |
|---|---|
| Subjek: | H Social Sciences > HC Economic History and Conditions |
| Divisions: | x. 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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