PENGARUH KUALITAS PELAYANAN YANG DIPERSEPSIKAN DAN NILAI YANG DIPERSEPSIKAN PADA NIAT MELANJUTKAN BEROBAT ULANG YANG DIMEDIASI KEPUASAN (Studi Pada Pasien BPJS Non PBI di RSUD Dr.Moewardi)

DIANTI, AMELIA (2016) PENGARUH KUALITAS PELAYANAN YANG DIPERSEPSIKAN DAN NILAI YANG DIPERSEPSIKAN PADA NIAT MELANJUTKAN BEROBAT ULANG YANG DIMEDIASI KEPUASAN (Studi Pada Pasien BPJS Non PBI di RSUD Dr.Moewardi). Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

Implementing health insurance by BPJS there are problems, such as the activation of new card can be active BPJS a week after enrollment, the institution of health care provider designated BPJS is limited. This causes the levels of satisfaction and intention to re-medication is low. The purpose of this study was to test the effect of satisfaction mediate service quality perceived and value perceived on intention to re-medication. The research was causal with data collection by cross-sectional using survey method. The samples used were 200 participants of BPJS which take treatment at Dr. Moewardi Hospital. The method of regression analysis of intention to re-medication to service quality with mediate (mediating variable) of customer satisfaction conducted by multilevel regression (hierarchycal regression). The results showed that value perceived affect to intention re-medication (tcount = 1.931), customer satisfaction affect to intention to re-medication (tcount = 5.069), and customer satisfaction mediate partly (partially mediation) the relationship between service quality and intention re-mediaction. Keywords: service quality, re-medication, satisfaction

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: service quality, re-medication, satisfaction
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Fakultas Ekonomi > Prodi S1 Manajemen
Depositing User: Tifany Nur Arfiana
Date Deposited: 10 Oct 2019 08:31
Last Modified: 10 Oct 2019 08:31
URI: http://repository.setiabudi.ac.id/id/eprint/1925

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