Loyalitas Pasien Rawat Inap Melalui Layanan BPJS Kesehatan (Studi pada RSI Jemursari Surabaya)

Abstract

BPJS is one of the health services provided by the government to the people of Indonesia. In the process of patient care by using BPJS there were some complaints from consumers related to the quality of service. Poor service quality will have an impact on consumer dissatisfaction in the service, so that it is capable of influencing consumer loyalty. Loyalty can only be generated if consumers have experienced the satisfaction of a good service quality provided by the service provider. This study aims to determine the effect of service quality on customer loyalty. In this case the customer satisfaction are things that need to be met first before consumers get to the stage of loyalty. Respondents of this study are inpatients in RSI Jemursari Surabaya as many as 100 people who use the service BPJS third grade. This study used survey method and analyzed using path analysis with Partial Least Square (PLS). Results from this study is the quality of service has an influence on loyalty with mediation of consumer satisfaction. Loyalty can occur if the satisfaction felt by consumers. Thus, in this study, customer satisfaction a mediating variable for the relationship between the variables of service quality and customer loyalty.

Keywords

• service quality
• consumer satisfaction
• consumer loyalty