ANALISIS PENGARUH KUALITAS PELAYANAN DAN MINAT KUNJUNG ULANG TERHADAP KEPUASAN KONSUMEN, PASIEN RAWAT INAP PESERTA BPJS (Studi Kasus Pada Rumah Sakit Katolik Bhakti Wara Pangkalpinang)

Abstrak

     The theories used in this research are Management theory, Consumer Satisfaction theory, Service Quality theory, Health Service Concept, and Re-Visit Interest theory. The method used in this study is descriptive with a quantitative approach with the intention to find the relationship between independent variables and dependent variables by using a statistical formula that examines the relationship of influence Quality of Service and Revisit Interest to Satisfaction of Impatiens. While the statistical formula used to test the hypothesis is Multiple Linear Regression Analysis. The sample in this study amounted to 95 people from a total population of 6186 people.

      The results of this study show that: (1) there is a significant influence between the Quality of Service variable to Patients Satisfaction. This is proved by the value of t-count (3.706)> t-table (2.04841). (2) The results also show that there is a significant influence between the variables of Re-Visit to Patient Satisfaction. This is proved by the value of t-count (2.097)> t-table (2.04841). And (3) The result of the research shows that there is a significant influence on the variable of Quality of Service and Interest of Re-Visit to Satisfaction of Inpatients at Bhakti Wara Catholic Hospital which is proved by Fcount (9,224)> Ftabel (3,35).