Journal of Hospital Administration and Management
Vol 1 No 1 (2020): Jurnal Administrasi Rumah Sakit dan Manajemen

PENGARUH COMPLAINT HANDLING TERHADAP PATIENT LOYALTY MELALUI SATISFACTION COMPLAINT HANDLING DI RUMAH SAKIT PENYELENGGARA BPJS YOGYAKARTA

Wiwik Suryandartiwi (Unknown)

Article Info

Publish Date
30 Jun 2020

Abstract

This study aims to determine the effect of complaint handling on patient trust through Satisfaction Complaint Handling at the BPJS Yogyakarta Hospital. This type of research is a causal research using a quantitative approach. The population and samples used were 80 patients at the BPJS hospital in Yogyakarta. The internal analysis used is Partial Least Square (PLS). The findings in this study proved that Interactional Justice had a significant effect on Satisfaction Complaint Handling while Procedural Justice and Distributive Justice had no significant effect on Satisfaction Complaint Handling. Then it was also proven that Satisfaction Complaint Handling had a significant effect on Patient Loyalty.

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Journal Info
Journal of Hospital Administration and Management
Website

Abbrev

jham

Publisher

Sekolah Tinggi Ilmu Kesehatan Awal Bros Pekanbaru

Subject

Computer Science & IT Decision Sciences, Operations Research & Management Health Professions Public Health Social Sciences

Description

Journal of Hospital Administration and Management (JHAM) is an online journal published by LPPM Awal Bros University. This journal publishes articles relevant to the field of Hospital Administration and ...