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All Journal Syntax Literate: Jurnal Ilmiah Indonesia Journal of Economic, Bussines and Accounting (COSTING) EQIEN - JURNAL EKONOMI DAN BISNIS Journal Of Management Science (JMAS) BUDGETING : Journal of Business, Management and Accounting Journal of Management and Bussines (JOMB) International Journal of Educational Review, Law And Social Sciences (IJERLAS) Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) Indonesian Journal of Business Analytics (IJBA) Jurnal Ekonomi, Manajemen, Akuntansi
Melitina Tecoalu
Universitas Kristen Krida Wacana
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Social Sciences Other

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CUSTOMER SATISFACTION MEDIATES E-SERVICE QUALITY TOWARDS USER LOYALTY IN MOBILE JKN USERS Tria Monika Dewi; Hery Winoto TJ; Melitina Tecoalu
International Journal of Educational Review, Law And Social Sciences (IJERLAS) Vol. 5 No. 1 (2025)
Publisher : CV. RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijerlas.v5i1.2381

Abstract

Universal Health Coverage (UHC) means everyone has access to the qualityfiedhealthcare anytime and anywhere they need it, without financesproblems. In order to realize UHC, the Indonesian Government has implemented the National Health Insurance program (JKN/KIS) which is organized by BPJS Health. Along with increasingly rapid technological developments, BPJS Health is implementing health innovationcalledMobile JKN. Therefore, it is necessary to evaluate whether the public feels satisfied and loyal to theservicequality from the health application. The research sample was taken from 105 respondents who had used the Mobile JKN application at RS P Cirebon more than once and were >18 years old. Data was obtained through a random questionnaire via Google Form. Questionnaire data was processed using the Microsoft Excel application and analyzed using SEM-PLS (Structural Equation Modeling-Partial Least Square) and SmartPLS version 4 application. The research results show that e-service quality has a significant positive effect on customer satisfaction and user loyalty of Mobile JKN with p-values ​​of 0.000 and 0.0005 respectively. Customer satisfaction has a significant positive effect on user loyalty of Mobile JKN users (p-value 0.000), and e-service quality has a significant positive effect on user loyalty mediated by customer satisfaction of Mobile JKN users (p-value 0.000). These results are in line withprevious studies. We hopethat Mobile JKN application managers can continue to improve e-service quality so that they can make a positive and significant contribution both directly and indirectly to customer satisfaction and user loyalty, and expand the collaboration network with various health facilities.
Kepercayaan Pasien Memediasi Pengaruh Waktu Tunggu Pindah dan Kualitas Layanan Terhadap Kepuasan Pasien Sendy Suki; Melitina Tecoalu
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/syntax-literate.v11i5.64497

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh waktu tunggu pindah dan kualitas layanan terhadap kepuasan pasien dengan kepercayaan pasien sebagai variabel intervening pada pasien rawat inap RSUD Prof. W. Z. Johannes Kupang. Penelitian ini menggunakan pendekatan kuantitatif dengan desain observasional analitik potong lintang. Sampel penelitian berjumlah 150 responden yang dipilih menggunakan teknik purposive sampling, yaitu pasien yang telah menjalani proses perpindahan dari IGD ke ruang rawat inap. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan regresi linear berganda serta analisis jalur dengan uji Sobel. Hasil penelitian menunjukkan bahwa waktu tunggu pindah berpengaruh signifikan terhadap kepuasan pasien dengan nilai signifikansi 0,027. Kualitas layanan juga berpengaruh signifikan terhadap kepuasan pasien dengan nilai signifikansi <0,001. Selain itu, waktu tunggu pindah dan kualitas layanan berpengaruh signifikan terhadap kepercayaan pasien, masing-masing dengan nilai signifikansi <0,001. Kepercayaan pasien juga berpengaruh signifikan terhadap kepuasan pasien dengan nilai signifikansi 0,013. Hasil uji Sobel menunjukkan bahwa kepercayaan pasien mampu memediasi pengaruh waktu tunggu pindah dan kualitas layanan terhadap kepuasan pasien. Dengan demikian, peningkatan kepuasan pasien tidak hanya ditentukan oleh kecepatan proses perpindahan dan kualitas layanan, tetapi juga oleh kemampuan rumah sakit dalam membangun kepercayaan pasien.
Co-Authors Aily Budi Haryono Catalya Christina Cantika Devanty Chen Alif Ferryday Ferryday Hery Winoto TJ Irene Putri Jauri Kelvin Yonathan Lionarto Lionarto Perdana Putera Reza Febrianty Ariatama Sendy Suki Soegeng Wahyoedi Susy Susy Tria Monika Dewi Wani Gunardi