PENENTUAN PRIORITAS PERBAIKAN KUALITAS PELAYANAN BPJS KESEHATAN DI RUMAH SAKIT Dr. OEN KANDANG SAPI JEBRES, SURAKARTA MENGGUNAKAN METODE SERVQUAL (SERVICE QUALITY) DAN PROMETHEE

SURYANI, RINA (2016) PENENTUAN PRIORITAS PERBAIKAN KUALITAS PELAYANAN BPJS KESEHATAN DI RUMAH SAKIT Dr. OEN KANDANG SAPI JEBRES, SURAKARTA MENGGUNAKAN METODE SERVQUAL (SERVICE QUALITY) DAN PROMETHEE. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

Health care in a hospital is an important factor to ensure customer satisfaction. When customers are satisfied it will increase customer loyalty. BPJS is a health insurance program that is held by the government to the people of Indonesia. The purpose of this study was to determine the level of customer satisfaction and service units which one should be prioritized for repair. This study was conducted at Hospital Dr. Oen Kandang Sapi Surakarta at BPJS’s patients with Servqual method to determine customer satisfaction with seeing the value gap, and Promethee method to determine the priority order unit to be repaired. The result showed that customer satisfaction measurement using one right tailed independent t-test was less satisfied patients. While on calculations using Servqual and Promethee found that improvement priorities contained in the Medical service units with a value of gap was biggest is in the dimension of Assurance. Keywords : BPJS, customer satisfaction, Dr. Oen Surakarta, gap’s value, priority, Promethee, service quality, Servqual

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: BPJS, customer satisfaction, Dr. Oen Surakarta, gap’s value, priority, Promethee, service quality, Servqual
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Fakultas Teknik > Prodi S1 Teknik Industri
Depositing User: Tifany Nur Arfiana
Date Deposited: 10 Oct 2019 08:32
Last Modified: 10 Oct 2019 08:32
URI: http://repo.setiabudi.ac.id/id/eprint/1955

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