Search Repository Universitas Fort De Kock

Berdasarkan fenomena yang ada dilapangan masyarakat berobat ke klinik yang pasien umum lebih diutamakan dibandingkan pasien pengguna BPJS Kesehatan sehingga pasien pengguna BPJS Kesehatan merasa dirugikan karena proses pelayanan berbelit-belit. Di BPJS Kota Payakumbuh diketahui bahwa terjadi penurunan jumlah peserta BPJS non PBI di kota payakumbuh pada tiga bulan terakhir di tahun 2017 terjadi penurunan drastis pada bulan november sabanyak 16.595 peserta. Tujuan penelitian ini adalah untuk mengetahui Faktor Faktor Yang Berhubungan Dengan Loyalitas Pelanggan Pada Peserta BPJS non PBI (Penerima Bantuan Iuran) Di Kota Payakumbuh. Jenis penelitian ini menggunakan metode deskriptif analitik dengan menggunakan desain cross sectional. Data dikumpulkan melalui observasi, wawancara dan kuesioner, sampel dari penelitian ini adalah masyarakat yang berkunjung ke klinik Kota Payakumbuh sebanyak 110 sampel. Yang diambil secara teknik Accidental sampling. Analisis data dilakukan dengan cara univariat dan bivariat dengan menggunakan uji chi square, serta waktu penelitian tanggal 20-24 Agustus 2018. Hasil penelitian menunjukan dari110 responden yang menyatakan tidak loyal sebanyak 82 (74.5%)responden. Perilaku publisitas sebanyak 86 (78.2%) responden. Perubahan biaya sebanyak 97 (88.2%) responden. Kepuasan pelanggan sebanyak 93 (84.5%) responden. Hasil uji statistik menunjukan adanya hubungan yang bermakna antara perilaku publisitas dengan (p=0.000) nilai OR 79.000 dengan loyalitas pelanggan. Dan adanya hubungan bermakna antara perubahan biaya dengan (p=0.004) nilai OR 6.160 dengan loyalitas pelanggan. Dan terdapat hubungan yang bermakna antara kepuasan pelanggan (p=0.012) nilai OR 4.382 dengan loyalitas pelanggan. Hasil penelitian menunjukan perilaku publisitas merupakan faktor utama penyebab perubahan kualitas pelanggan BPJS non PBI (Penerima Bantuan Iuran), Untuk itu diharapkan kepada pihak BPJS dapat melayani masyarakat dengan baik.

Based on the phenomena found in the field related to the services in clinic, the general patients are preferred than patients with BPJS. Those patients feel disadvantaged because there are many complicated service process that they have to follow. In Payakumbuh, the number of non-PBI BPJS participants in Payakumbuh is decreasing. At the last three months in 2017, there was a drastic decline in November with 16,595 participants. The purpose of this research was to determine the some factors related to Customer Loyalty in Non-PBI BPJS Participants (Contribution Aid Recipients) in Payakumbuh. The type of this research was descriptive analytic method with cross sectional design. It was conducted on August 20 to 24 2018. The data were collected through observation, interviews and questionnaires. There were 110 patients were chosen as the samples in Payakumbuh clinic. They were chosen by accidentally sampling technique. The data were analyzed by univariate and bivariate with chi square test. The results of the research showed that 82 or 74.5% of respondents expressed disloyalty. Then, 86 of them (78.2%) felt publicity behavior. After that, 97 or 88.2% of the respondents said that the costs were changed. Then, there were 93 (84.5%) of the respondents were satisfied by the service provided. Moreover, the statistical test results showed there was a significant relationship between publicity behavior (p = 0.000) OR 79,000), cost changes (p = 0.004) OR6.160 and customer satisfaction (p = 0.012) OR4.382) with customer loyalty. In short, publicity behavior was the main factor causing the changes quality of customers of non-PBI BPJS (Contribution Assistance Recipients). Therefore, it was hoped that BPJS may serve the community well.