PENGARUH KUALITAS PELAYANAN, PERIKLANAN DAN LOKASI TERHADAP KEPUASAN PENGGUNA JASA PADA BADAN PENYELENGGARA JAMINAN SOSIAL KESEHATAN (BPJS) DI PEMALANG

RAKHMAH, NUR MAULIDHA, E2A013015 (2017) PENGARUH KUALITAS PELAYANAN, PERIKLANAN DAN LOKASI TERHADAP KEPUASAN PENGGUNA JASA PADA BADAN PENYELENGGARA JAMINAN SOSIAL KESEHATAN (BPJS) DI PEMALANG. Sarjana / Sarjana Terapan (S1/D4) thesis, ["eprint_fieldopt_institution_Universitas Muhammadiyah Semarang" not defined].

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Abstract

This study aimed to analyze the effect of Service quality, advertising and location to customer satisfaction. This reseach was conducted at service user satisfaction on Badan Penyelenggara Jaminan Sosial Kesehatan (BPJS) Pemalang City. The data used this study is primery data collected from 100 respondents who registered as participants and have consumed the product from Bpjs Kesehatan. The tecnhnique sampling in this research is technique non probability sampling with accidental sampling method. Then, the data is processed using multiple regression analysis. From result of test obtained by regression coefficient Y = -4,620 + 0,384X1 + 0,378X2 + 0,519X3 which indicates the variabel service quality of 0,384 ,advertising of 0,378 and location of 0,519. The value R (Coefficient Correlation) obtained of 0,775 atau 77,5% and R Square Value (Coefficient Determination) of 0,601 means that all independent variables can explain by 60,1%of the dependent variable. While the remaining 39,9% can be explained by other factors not tested in this study. The result of (F) test shows that the variable of service quality, advertising and location have a significant effect to service user satisfaction on health BPJS Kesehatan in Pemalang. The results (T) with test as well as indicate that variables service quality, advertising and location have a significant effect to sevice user satisfaction on health BPJS Kesehatan in Pemalang. Keywords : Quality of Service, Advertising, Location, Customer Satisfaction

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