Open AccessAnalisis Kualitas Pelayanan Administrasi Di Kantor BPJS Kesehatan Cabang Palopo Terhadap Kepuasan Peserta Jaminan Kesehatan Nasional (JKN-KIS) Di Kota Palopo
Author(s) -
Nuryanti Nuryanti,
Baharuddin Semmaila
Publication year - 2020
Publication title -
journal of management sains
Language(s) - English
Resource type - Journals
eISSN - 2722-4961
pISSN - 2722-4937
DOI - 10.52103/jms.v1i1.210
Subject(s) - psychology , humanities , social psychology , philosophy
Tujuan penelitian ini adalah untuk: (1) Untuk menganalisis pengaruh tampilan fisik, kehandalan, ketanggapan, jaminan dan empati terhadap kepuasan peserta JKN-KIS di Kota Palopo dan (2) Untuk mengetahui variabel yang dominan pengaruhnya terhadap kepuasan peserta JKN-KIS di Kota Palopo. Penelitian ini dilakukan dengan menggunakan pendekatan kuantitatif. Hasil penelitian menunjukkan bahwa variabel variabel tampilan fisik berpengaruh tidak signifikan terhadap kepuasan, Variabel kehandalan berpengaruh signifikan dan positif terhadap kepuasan peserta, Variabel ketanggapan berpengaruh signifikan dan positif, Variabel jaminan berpengaruh tidak signifikan, Variabel empati berpengaruh signifikan dan positif. Dari ketiga variabel bebas yang berpengaruh signifikan yang digunakan dalam menentukan tingkat kepuasan peserta JKN-KIS, ternyata variabel ketanggapan yang mempunyai pengaruh dominan dalam meningkatkan kepuasan peserta JKN-KIS di Kota Palopo.
The purpose of this study is to: (1) To analyze the effect of physical appearance, reliability, responsiveness, assurance and empathy on the satisfaction of JKN-KIS participants in Palopo City and (2) To find out the dominant variables that affect the satisfaction of JKN-KIS participants in Palopo City. This research was conducted using a quantitative approach. This type of research is a survey that analyzes the facts and data needed to support the research discussion. The results showed that the variable physical appearance had no significant effect on satisfaction, the reliability variable had a significant and positive effect on participant satisfaction, the responsiveness variable had a significant and positive effect, the assurance variable had no significant effect, the empathy variable had a significant and positive effect. Of the three independent variables that have a significant effect on the level of satisfaction of JKN-KIS participants, it turns out that the responsiveness variable has the dominant influence in increasing the satisfaction of JKN-KIS participants in Palopo City.