Suchergebnisse

The purpose of writing this thesis is (1) to find out the level of suitability between the expectations and performance of PT. Asuransi Bangun Askrida Samarinda Branch related to the dimensions of service quality which include tangibles, reliability, responsiveness, assurance, and empathy. which is very important and must be maintained in terms of service quality. (3) to find out whether or not there are real or unreal differences in the treatment before (expectations) and after (reality) from the insured using the services of PT Asuransi Bangun Askrida Samarinda Branch.From the results of the questionnaire distributed to 111 people the results of calculations using the Importance Performance Analysis, the level of suitability for the physical evidence variable, the suitability level is 90.45%. For the reliability variable the suitability level is 87.34%. For the variable responsiveness the level of suitability is 90.40%. For the guarantee variable the level of suitability is 89.23%, and for the empathy variable the suitability level is 91.02%. For processing data using Cartesius diagrams, quadrant A results are 1 factor in the dimensions of reliability and 1 factor in the dimensions of responsiveness where this needs to be improved. Quadrant B is 3 factors in the dimensions of reliability, 2 factors in the dimension of responsiveness; 3 factors in the assurance dimension; and 2 factors for the dimension of empathy where this needs to be maintained, because in general the level of implementation is in accordance with the interests and expectations of its customers. Kudran C is 4 factors from the dimensions of tangibles, and two factors from the dimension of empathy. For quadrant D, none of the research indicators entered into this quadrant. This study also shows that there are significant differences between before and after the insured uses the services of PT Asuransi Bangun Askrida Samarinda Branch, which is shown from the results of paired sample t test from all dimensions of service quality is 0,000.

This research aim to determine what factors are included in the service excellence based on corporate entrepreneurship, whether these factors affect the patient satisfaction, and which factors that influencing dominantly to patient satisfaction. The research design of this study is exploratory quantitative approach, which is conducted in two stages. The first step, the research conducted by open-ended question to explore the perception of the 40 patients about the service excellence of the hospital, so it can be known the factors which include in service excellence based on corporate enterpreneurship can be developed in the improvement of health services at the Dr. Soetomo Hospital after the implementation of BPJS, then proceed with a structure close-ended question to 400 patient of Health-BPJS. The sampling technique was by purposive non-random sampling. The result of this study are, first, factors affecting patient satisfaction of Health-BPJS participant after get treatment at the government hospital (Dr. Soetomo Hospital and Hajj Public Hospital) formed by six factors. Factors that formed was named by the reliability factor, empathy factor, the factor means of support, administrative factors, service factors, and factors of hospital hygiene. Second, indicators with the highest loading values obtained from the rotation calculation factors are indicators of X13 on the reliability factor is the health services infrastructure supported by sophisticated technology.