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dc.contributor.authorRahmadita, Aninda Shela
dc.contributor.authorSilintowe, Yunita Budi Rahayu
dc.date.accessioned2017-07-19T07:20:34Z
dc.date.available2017-07-19T07:20:34Z
dc.date.issued2017-05-24
dc.identifier.citationAmelia, L., Purbolaksono, A., Nur, A.I. 2014. Jaminan Kesehatan untuk Masyarakat Miskin Kota: Dari Implementasi hingga Harapan Pembangunan Kesejahteraan Paska Pilpres 2014 (Studi Kasus DKI Jakarta). The Indonesian Institute. www.theindonesianinstitute.com Altuntas, S., Dereli, T., Yilmaz, M. K. 2012. Multi-criteria Decision Making Methods Based Weighted SERVQUAL Scales to Measure Perceived Service Quality in Hospitals: A Case Study from Turkey. Total Quality Management & Business Excellence. Vol. 23, Iss. 11-12, 2012, pp: 1379–1395. http://dx.doi.org/10.1080/14783363.2012.661136 Ghozali, I. 2005. Aplikasi Analisis Multivariate dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro. Herliani, D., Retno, Dwi P.S., Prasekti, D., Mena, Fortina M., Anis, Baiq R., Asadul, Muh M., Kariyam. 2014. Faktor-Faktor Yang Mempengaruhi Kepuasan Pengguna BPJS Terhadap Pelayanan BPJS (Studi Kasus: Peserta Pengguna BPJS yang Berkunjung ke Dokter Keluarga/Apotek di Kabupaten Sleman. Universitas Islam Indonesia. Diunduh tanggal 9 Mei 2015. Kotler, P. 2002. Manajemen Pemasaran, Analisa Perencanaan, Implementasi dan Kontrol. Jakarta: Prenhallindo. Kotler, P. & Keller, K.L. 2012. Marketing Management. Global Edition. New Jersey: Pearson Prentice Hall. Kuncahyo, W.S. 2016. Peserta Jaminan Sosial Kesehatan Banyak Dirugikan. http://m.rmol.co/read/2016/08/31/ 258905/Peserta-Jaminan-Sosial-Kesehatan-Banyak-Dirugikan-. Diakses 15 Oktober 2016. Parasuraman, A., Zeithaml, V. A., & Berry, Leonard L. 1988. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perception of Service Quality. Journal of Retailing. Marketing Science Institute. Vol. 64, No.1, pp: 12-40. Ramseook-Munhurrun, P., Lukea-Bhiwajee, S.D., Naidoo, P. 2010. Service Quality in The Public Service. International Journal of Management and Marketing Research. Vol 3. No 1. 2010 Riduwan. 2007. Rumus dan Data dalam Analisis Data Statistika. Bandung: Alfabeta Sugirahardja, A. D., Santoso, I., Anggarini, S. 2014. Pengukuran Tingkat Kepuasan Pelanggan Terhadap Kualitas Pelayanan Dengan Metode Servqual “Studi Kasus Pada Pusat Oleh Oleh Harum Manis. Jurusan Teknologi Industri Pertanian, FTP – Universitas Brawijaya. Sugiyono. 2012. Metode Penelitian Kuantitatif Kualitatif dan R&B. Bandung: Alfabeta. Sulaiman, M.R. 2015. Ini 4 Keluhan Utama Soal Pelayanan BPJS Menurut YLKI. https://health.detik.com/read/ 2015/03/22/095733/2865854/763/ini-4-keluhan-utama-soal-pelayanan-bpjs-menurut-ylki. Diakses 9 Mei 2015. Tjiptono, F., Chandra, G. 2011. Service, Quality and Satisfaction. Edisi 3. Yogyakarta: Andi Offset. Widyasih, E., Mubin, M.F., Hidyati, E. 2014. Persepsi Masyarakat Terhadap Pelayanan BPJS di RSI Kendal. Prosiding Konferensi Nasional II PPNI Jawa Tengah 2014. Zeithaml, V.A. & Bitner, M.J. 1996. Services Marketing. New York: The McGraw-Hill Companies, Inc. Zeithaml, V.A., Parasuraman, A., & Berry, L.L. 1990. Delivering Quality Services. New York: Free Press. Undang-Undang: Undang-Undang Nomor 40 Tahun 2004 Tentang Sistem Jaminan Sosial Nasional. Undang-Undang No 24 Tahun 2011 Tentang Badan Penyelenggara Jaminan Sosialin_ID
dc.identifier.isbn978-602-361-067-9
dc.identifier.urihttp://hdl.handle.net/11617/8982
dc.description.abstractHealthcare and Social Security Agency [Badan Penyelenggara Jaminan Sosial (BPJS) Kesehatan] has been assigned by the government to held health care services for all Indonesian. Since January 1st 2014, its establishment, the implementation have had many hurdles and complaints from patients in the operational. They complaint about the length of queuing system to receive the service, complicated rules and procedures, and lack of socialization about the system to the society. The purpose of this study was to describe the service quality of referenced hospital of BPJS members at RSUD Salatiga and RS Puri Asih Salatiga. The population of this study was Salatiga’s BPJS member using non probability sampling technique as much as 100 respondents. The technical analysis used was using servqual method. The result showed RSUD Salatiga had low service quality based on five dimensions (tangibles, responsiveness, assurance and emphaty). Whereas, RS Puri Asih had ideal service quality on tangibles dimensions, while on other dimensions such as responsiveness, reliability, assurance, and empathy had low service quality.in_ID
dc.language.isoidin_ID
dc.publisherMuhammadiyah University Pressin_ID
dc.subjectservice qualityin_ID
dc.subjecthospitalin_ID
dc.subjectBPJSin_ID
dc.subjectservqual methodin_ID
dc.titleKualitas Pelayanan Rumah Sakit Negeri dan Swasta Rujukan Pasien Pengguna BPJS di Salatigain_ID
dc.typeArticlein_ID


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