The Effect of Service Quality to Customer Satisfaction of BPJS Health Facility Users in Medan City

Margaretha Novitasari, Zulkarnain Zulkarnain, Eka Danta Jaya Ginting

Abstract


The Indonesian government has created a program to improve the welfare of the community in the health sector which is managed by BPJS Health. However, there are still many complaints addressed to BPJS Health, so it can be concluded that there are still many users who are not satisfied with BPJS Health. The purpose of this study was to determine the effect of Service Quality to Customer Satisfaction. This study involved 433 users of BPJS Health facility in Medan. Measuring instruments used in this study were the scale of customer satisfaction and service quality scale. Based on the results of the regression analysis shows that service quality has a positive and significant effect to the customer satisfaction. The implication of this research is that BPJS Health can increase the customer satisfaction by providing good service quality for users.


Keywords


BPJS Health, customer satisfaction, service quality

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DOI: http://dx.doi.org/10.52155/ijpsat.v24.2.2662

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