Impact of service quality and patient satisfaction of BPJS participants as the mediation to patient loyalty

Article Sidebar

PDF (Bahasa Indonesia)
Published: May 29, 2017
DOI: https://doi.org/10.29208/jsfk.2017.3.2.112
Keywords:
service quality, satisfaction, loyalty.

Main Article Content

Rosiana Rizal
Department of Pharmacy, Dharma Andalas University
Muslim Suardi
Faculty of Pharmacy, Andalas University
Yulihasri Yulihasri
Faculty of Economics, Andalas University

Abstract

The formation of a positive perception of the patient is expected to bring satisfaction in pharmaceutical services, especially drug information services to improve patients’ loyalty to health care services they have used. The design of this research is probability sampling, with a population of patients in public hospitals in Padang city: Dr. M. Djamil Hospital; Dr. Rasidin Hospital; and Dr. Reksodiwiryo Hospital Padang who have used the service of National Health Insurance (BPJS) from January to June 2014. The sampling technique was simple random sampling (105 patients) by using a questionnaire. Data analysis was performed using Cronbach’s alpha analysis, Multiple Regression, R Square, t-test and path analysis. The results of this study indicated that the service quality affected patients’ satisfaction in the dimensions of responsiveness, assurance and direct evidence (p <0.05); toward the loyalty of patients in the direct evidence dimension (p<0.05); and towards patients’ loyalty mediated by patients’ satisfaction in the dimension of direct evidence (p <0.05).

Article Details

How to Cite
Rizal, R., Suardi, M., & Yulihasri, Y. (2017). Impact of service quality and patient satisfaction of BPJS participants as the mediation to patient loyalty. Jurnal Sains Farmasi & Klinis, 3(2), 108–114. https://doi.org/10.29208/jsfk.2017.3.2.112
Issue
Vol. 3 No. 2 (2017)
Section
Research Articles

The authors retain the copyright and grant the journal the right of first publication simultaneously under the Creative Commons Attribution License. This license allows others to share the work with proper acknowledgment of authorship and initial publication in this journal. Authors are permitted and encouraged to deposit their articles in institutional repositories, on their personal websites, or in other online repositories after the article has been published in JSFK.

References

Republik Indonesia. (1988). Peraturan Menteri Kesehatan Republik Indonesia Nomor 159b Tahun 1988 tentang Rumah Sakit. Jakarta: Sekretariat Negara.

Undang-Undang Dasar Negara Republik Indonesia Tahun 1945.

Republik Indonesia. (2004). Undang-Undang Republik Indonesia Nomor 40 Tahun 2004 Tentang Sistem Jaminan Sosial Nasional. Jakarta: Sekretariat Negara.

Republik Indonesia. (2013). Peraturan Presiden Nomor 12 Tahun 2013 tentang Jaminan Kesehatan Nasional. Jakarta: Sekretariat Negara.

Sugiyono. (2010). Metode Penelitian Bisnis. Bandung: Alfabeta.

Gujarati, D. N., (2007). Dasar-dasar ekonometrika (Edisi Ke 3). Jakarta: Erlangga.

Ghozali, I. (2006). Analisis Multivariate dengan Program SPSS (Edisi ke 5). Semarang: Badan Penerbit Universitas Diponegoro.

Ningrum, R., Mustika., Huda N., Liestyaningrum W., dan Yuliastuti, C. (2014) Hubungan Mutu Pelayanan Kesehatan BPJS terhadap Kepuasan Pasien di Poli Klinik THT RUMKITAL Dr. Ramelan Surabaya (Skripsi). Prodi S1 Keperawatan STIKES Hang Tuah Surabaya.

Afrianto, T. F. (2011) Analisis Pengaruh Service Quality dan Price terhadap Customer Loyalty melalui Customer Satisfaction (Studi pada Perum Pegadaian Cabang Bekonang) (Skripsi). Fakultas Ekonomi Universitas Sebelas Maret Surakarta.

Host, V., Knie-Andersen. (2004). M: Modeling customer satisfaction in mortgage credit companies. The International Journal of Bank Marketing 22(1), 26-42.

Boshoff, C., & Gray, B. (2004). The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry. South African Journal of Business Management, 35(4), 27-37.

Zheithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.

Sulistiowati. (2011) Pengaruh Service Quality, Trust, Customer Satisfaction terhadap Loyalitas Mahasiswa pada Lembaga Pendidikan dan Pengembangan Profesi (LP3I) Manyar Surabaya (Skripsi). Program Studi/Jurusan Sistem Informasi STIKOM.

Gunawan, K., & Djati, S. P. (2011). Kualitas Layanan dan Loyalitas Pasien (Studi pada Rumah Sakit Umum Swasta di Kota Singaraja–Bali). Jurnal Manajemen dan Kewirausahaan, 13(1), 32-39.

Parasuraman, A., V.A. Zeithaml & L.L. Berry (1994). “SERVQUAL: Review, Critique Research gendaâ€, Journal of Marketing, 58(1), 111-124.

Agnovera, Prihasditya. (2008). Analisis Pengaruh Kualitas Jasa terhadap Loyalitas Konsumen Dimensi dengan Kepuasan Konsumen (Skripsi). Fakultas Ekonomi Universitas Sebelas Maret.

Salazar. A., Costa, J. e Rita, P. (2004). Relationship between Service Quality, Customer Satisfaction and Behavioural Intentions: A Study on the Hospitality Sector, Proceedings of the 33rd EMAC (European Marketing Academy Conference), Murcia, Spain.

Sawitri, Ni, Putu., Yasa, N. N. K., & Jawas, Abdullah (2013). Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Pelanggan Tegal Sari Accommodation di Ubud. Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan, 7(1), 40-47.

As’ad, A. S. (2013). Pengaruh Kualitas Pelayanan dan Harga terhadap Kepuasan dan Loyalitas Pelanggan (Studi pada Pasien Rawat Inap di Rumah Sakit NU Tuban). Jurnal Aplikasi Manajemen, 11(3), 399-406.

Pong, Lu, Ting., Johnny, Esther., & Yee, Tang, Pui (2001). An Integrated Model of Service Loyalty. Working paper in 2001 Academy of Business and Administrative Sciences. International Conferences, Brussels, Belgium.