Loyalitas Pasien Rawat Inap Melalui Layanan BPJS Kesehatan (Studi pada RSI Jemursari Surabaya)

Abstract

BPJS is one of the health services provided by the government to the people of
Indonesia. In the process of patient care by using BPJS there were some complaints from
consumers related to the quality of service. Poor service quality will have an impact on
consumer dissatisfaction in the service, so that it is capable of influencing consumer loyalty.
Loyalty can only be generated if consumers have experienced the satisfaction of a good
service quality provided by the service provider. This study aims to determine the effect
of service quality on customer loyalty. In this case the customer satisfaction are things
that need to be met first before consumers get to the stage of loyalty. Respondents of this
study are inpatients in RSI Jemursari Surabaya as many as 100 people who use the service
BPJS third grade. This study used survey method and analyzed using path analysis with
Partial Least Square (PLS). Results from this study is the quality of service has an influence
on loyalty with mediation of consumer satisfaction. Loyalty can occur if the satisfaction
felt by consumers. Thus, in this study, customer satisfaction a mediating variable for the
relationship between the variables of service quality and customer loyalty.