CONSUMER PREFERENCE OF SERVICE DELIVERY AT RUMAH SAKIT HASAN SADIKIN AFTER BPJS IMPLEMENTATION

Irsanti Hasyim

Sari

ABSTRAK

Diluncurkan pada tahun 2014, Jaminan kesehatan sosial di Indonesia, biasa dikenal dengan Badan Penyelenggara Jaminan Sosial yang biasa disebut dengan BPJS, bertujuan untuk dapat lebih banyak menjangkau masyarakat miskin. Meski memiliki tujuan yang baik, masih banyak keraguan yang muncul bahwa sistem jaminan kesehatan baru ini dapat menjadi solusi yang tepat, Terlebih mengingat luasnya skala yang ingin dicapai. Keraguan terbesar muncul khususnya berkaitan dengan penyediaan layanan. Keterikatan antara pasien dengan penyedia layanan kesehatan menjadi salah satu syarat keberhasilan pelayanan. Itulah mengapa dalam penelitian ini, penulis mencoba mengetahui bagaimana preferensi konsumen berkaitan dengan penyediaan layanan di Rumah Sakit Hasan Sadikin. Dalam penelitian ini, penulis mengunakan pendekatan statistik. Multiple linier Regression digunakan untuk mengetahui faktor yang memiliki pengaruh terbesar berkaitan dengan kepuasan konsumen, dan untuk lebih lanjut, conjoint analysis digunakan untuk dapat melihat preferensi konsumen atas faktor tersebut.

Kata Kunci :Jaminan Kesehatan Sosial, ,Consumer Preference, Service Delivery, Multi Linier Regression, Conjoint Analysis.

 

Teks Lengkap:

PDF

Referensi

Awal Pembangunan dan Pengembangan Rumah Sakit. (n.d.). Retrieved from Rumah Sakit Hasan Sadikin: http://www.rshs.or.id/tentang- kami/sejarah/awal-pembangunan-dan- pengembangan-rumah-sakit/

BBC News. (2013 , November 6). Retrieved from BBC: http://www.bbc.com/news/world-asia-

Berry, L., & Seltman, K. (2007). Building a strong services brand: Lessons from Mayo Clinic. Bussiness Horizon, 199–209.

Bertalanffy, L. (1968). General System Theory: Foundatins, Development, Applications . New York : G. Braziller.

Christensen, & Rosenbloom. (1995).

Explaining the Attacker‟s advantage: Technological paradigms, Organizational dynamics, and the Value Network.

Research Policy, 233-257.

Green, P., & Rao, V. (1971). Conjoint measurement for quantifying judgmental data. Journal of Marketing Research, 8,

-363.

Grimm, & Railsback. (2005). Models, Agent- Based Models, and the Modeling cycle.

Irin. (2014, 1 14). News. Retrieved from Jakarta Globe:http://www.thejakartaglobe.com/ne ws/indonesias-universal-healthcare-will-it- work/#.UxqDIxTNtE0

Joseph, F. H., William, C. B., & Barry, J. B. (2009). Multivariate Data Analysis. USA: Prentice Hall.

Kotler, P., & Gary, A. (2013). Principles of

Marketing . Prentice Hall.

Krishna, N., Swapna, B. G., & Gantasala, V. P. (2010). Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing. European Journal of Social Sciences.

Labor and Employment. (2014, 1 13).

Retrieved from HPRP Lawyer: http://www.hprplawyers.com/indonesian- government-implements-the-social-security- administrator-board-badan- penyelenggara-jaminan- sosialbpjs/#.Uxp4JxTNtE0

Leland, W. (1996). Desktop Data Analysis With Systat. United States: Prentice Hall .

Metcalfe, J., James, A., & Mina, A. (2005).

Emergent Innovation Systems and the delivery of Clinical Services: The Case of Intra-ocular lenses. Research Policy, 1283-

30 .

Michael, E., & Galia, F. (2009). Why and how service quality perceptions impact consumer responses. Emerald Group Publishing Limited, 474-485.

Neuman, L. (2006). Social Method Research.

USA: Pearson. Nicholas, I., & Nick, C.

(2013). The meanings of co-creation. Emerald Group Publishing Limited, 86 -

Novani, S., & Kijima, K. (2011). Service Value Created by Customers' Information Exchange about Provider: Agent Based Simulation Approach.

Novani, S., & Kijima, K. (n.d.). Value Co- Creation Model of Service Innovation: Symbiotic Hypergame Analysis. 1-16.

Panduan Praktis Pelayanan Kesehatan. (2014). BPJS.

Parasuraman, A., Valarie, A. Z., & Leonard, L.

B. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. The Journal of Marketing, Vol.

, No. 4, 41-50.

Perkembangan status kelembagaan. (n.d.).

Retrieved from Rumah Sakit Hasan Sadikin: http://www.rshs.or.id/tentang- kami/sejarah/perkembangan-status-

kelembagaan/ Robert, F. L., & Stephen,

L. V. (2006). The Service-Dominant Logic of Marketing: Reaction Reflection and Refinements Marketing Theory. Sage

Journals, 281-288. Simmonds, A., &

Hort, K. (2013). Institutional analysis of Indonesia’s proposed road map to universal health coverage. AusAID

KNOWLEDGE HUBS FOR HEALTH.

Tadahiko, A. (2005). What is Service Science?

Fijitsu Research Institute .

Vandamme, R., & Leunis, J. (1993). Develop of multiple item scale for measuring hospital service quality. MCB university press, 30-49.

Vargo, S. L., & Akaka, M. A. (2009). Clarifications, Service-Dominant Logic as a Foundation for Service Science:clarification. SSG, 32-41.

Vargo, S. L., & Lusch, R. F. (2008). Service- Dominant Logic: Continuing the Evolution. Jurnal of the Academy of Marketing Science, 1-10.

Vargo, S. L., & Lusch, R. F. (2008). Why “service”? . Academy of Marketing Science , 25–38.

Von Hippel, E. (1988). the Sources of Innovation. New York : Oxford University Press.

Webster, F. E. (1992). The Changing Role of

Marketing in the Corporation. Journal of Marketing, Vol. 56, No. 4, 1-17.

Wendharti, M. (n.d.). Retrieved from CEIC :

http://www.ceicdata.com/en/blog/indonesi

a-initiate- universal-healthcare-

#sthash.1oO4mDYX.dpuf.

Wreiner, T., Mårtensson, I., Arnell, O., Gonzalez, N., Holmlid, S., & Segelström, F. (2009). Exploring Service Blueprints for Multiple Actors: A Case Study of Car Parking Services. First Nordic Conference at Service Design and service inovation.

Refbacks

  • Saat ini tidak ada refbacks.