Analysis of the effect of compliance, assurance, reliability, tangibility, empathy, responsiveness, insurance system, sincerity on customer satisfaction and customer loyalty on hospital in Indonesia

Maldini Virzinia Veroso Osok, Amelia Amelia and Ronald Ronald
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Maldini Virzinia Veroso Osok: Student of Postgraduate Management Degree, Universitas Pelita Harapan Surabaya Campus, Surabaya, Indonesia.
Amelia Amelia: Business School, Universitas Pelita Harapan Surabaya Campus, Surabaya, Indonesia.
Ronald Ronald: Business School, Universitas Pelita Harapan Surabaya Campus, Surabaya, Indonesia.

International Journal of Science and Business, 2022, vol. 10, issue 1, 29-44

Abstract: One of the hospitals in Surabaya that accepts patients using BPJS facilities is the Jemursari Islamic Hospital (RSI). Islamic Hospital (RSI) Jemursari Surabaya is one of the hospitals in Surabaya that provides BPJS Health services for Muslim and non-Muslim communities. RSI Jemursari Surabaya and BPJS are jointly committed to serving the lower middle class community with better and affordable services, including high-cost services, such as hemodialysis (dialysis), surgery, heart disease, and so on. The snowball sampling approach was used in this study by giving questionnaires to BPJS RSI Jemursari patients who had been treated at this hospital and were randomly selected as samples. The city of Surabaya was chosen as the distribution location for the surveys, ensuring that the 220 respondents picked are in line with expectations. Non-probability sampling and snowball sampling are the sampling techniques employed. Six of the nine hypotheses investigated were supported, while three were rejected, according to data analysis.

Keywords: Compliance; Assurance; Reliability; Tangibility; Empathy; Responsiveness; Insurance system; Sincerity of Employees; Patient Satisfaction; Patient Loyalty. (search for similar items in EconPapers)
Date: 2022
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