Published: 2023-01-01
Pengaruh Bukti Fisik, Jaminan dan Penanganan Keluhan Terhadap Kepuasan Pasien BPJS (Studi Kasus pada RS Medika Dramaga Bogor)
DOI: 10.35870/emt.v7i1.771
Amalia Kautsar, Iis Anisa Yulia, Dewi Fitrianti, Mulyana Gustira Putra
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Amalia Kautsar:
Universitas Nusa Bangsa
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Iis Anisa Yulia:
Universitas Nusa Bangsa
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Dewi Fitrianti:
Universitas Nusa Bangsa
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Mulyana Gustira Putra:
Universitas Nusa Bangsa
Abstract
This research aims to determine the effect of Tangible Assets, Assurance and Complain Handling on BPJS Patient Satisfaction. The sample used in this study were 332 BPJS patient respondents at Medika Dramaga Hospital, Bogor. The analytical method used is multiple linear regression with the dependent variable is the patient satisfaction and as the independent variable is tangible assets, assurance and complaint handling. The results showed that tangible assets, assurance, and complaint handling had a significant effect on patient satisfaction, either partially or simultaneously. Of the three independent variables, the assurance variable has the most dominant effect on patient satisfaction.
Keywords
Tangible Assets; Assurance; Complaint Handling; Patient Satisfaction
Article Information
This article has been peer-reviewed and published in the Jurnal EMT KITA. The content is available under the terms of the Creative Commons Attribution 4.0 International License.
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Issue: Vol. 7 No. 1 (2023)
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Section: Articles
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Published: 2023-01-01
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License: CC BY 4.0
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Copyright: © 2023 Authors
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DOI: 10.35870/emt.v7i1.771
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Amalia Kautsar, Universitas Nusa Bangsa
Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Nusa Bangsa, Kota Bogor, Provinsi Jawa Barat, Indonesia
Iis Anisa Yulia, Universitas Nusa Bangsa
Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Nusa Bangsa, Kota Bogor, Provinsi Jawa Barat, Indonesia
Dewi Fitrianti, Universitas Nusa Bangsa
Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Nusa Bangsa, Kota Bogor, Provinsi Jawa Barat, Indonesia
Mulyana Gustira Putra, Universitas Nusa Bangsa
Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Nusa Bangsa, Kota Bogor, Provinsi Jawa Barat, Indonesia
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