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Laura Lintresa
Fak Ekonomi, Universitas Katolik Santo Thomas
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Other

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FAKTOR-FAKTOR YANG DOMINAN MEMPENGARUHI KEPUASAN PASIEN RAWAT INAP PADA RUMAH SAKIT UMUM BINA KASIH MEDAN Laura Lintresa; Esli Silalahi; Saut Purba
Jurnal Manajemen dan Bisnis Vol 21 No. 1 Tahun 2021
Publisher : UNIKA Santo Thomas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54367/jmb.v21i1.1190

Abstract

This study aims to determine the dominant factors affecting the satisfaction of BPJS inpatients. The study population was 1732 BPJS patients who were hospitalized in June-July 2019. The research sample consisted of 70 patients. The data collection techniques used were documentation and questionnaires. The data obtained were analyzed by factor analysis. Based on the results of the study, it was concluded that the most dominant factors affecting the satisfaction of inpatients at the Bina Kasih General Hospital in Medan were performance factors, additional features, endurance, reliability, responsiveness, assurance, empathy, infrastructure, situation description, social environment, controlling emotions. , price levels, payment terms, service fees. Of the fourteen indicators, it can be seen that the service cost factor must be considered by the hospital because this factor is the complaint of patients at the Bina Kasih General Hospital in Medan.
FAKTOR-FAKTOR YANG DOMINAN MEMPENGARUHI KEPUASAN PASIEN RAWAT INAP PADA RUMAH SAKIT UMUM BINA KASIH MEDAN Laura Lintresa; Esli Silalahi; Saut Purba
Jurnal Manajemen dan Bisnis Vol 21 No. 1 Tahun 2021
Publisher : UNIKA Santo Thomas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54367/jmb.v21i1.1190

Abstract

This study aims to determine the dominant factors affecting the satisfaction of BPJS inpatients. The study population was 1732 BPJS patients who were hospitalized in June-July 2019. The research sample consisted of 70 patients. The data collection techniques used were documentation and questionnaires. The data obtained were analyzed by factor analysis. Based on the results of the study, it was concluded that the most dominant factors affecting the satisfaction of inpatients at the Bina Kasih General Hospital in Medan were performance factors, additional features, endurance, reliability, responsiveness, assurance, empathy, infrastructure, situation description, social environment, controlling emotions. , price levels, payment terms, service fees. Of the fourteen indicators, it can be seen that the service cost factor must be considered by the hospital because this factor is the complaint of patients at the Bina Kasih General Hospital in Medan.
Co-Authors Esli Silalahi Saut Purba