Analisis Pengaruh Timeliness, Apology, Redress, Facilitation, Credibility Dan Attentiveness Terhadap Kepuasan Pelanggan (Studi Kasus Bpjs Kesehatan Di Kabupaten Batang)

Tri Handayani, Muliawan Hamdani, Setyo Pantawis

Abstract


Today the need for health is in need for all people, health has become a basic necessity, everyone will try to do various things so that his health can be guaranteed, Health is a human right and one of the elements of welfare that must be realized in accordance with the ideals the ideals of the Indonesian nation. Health is a fundamental right of every individual and all citizens are entitled to health care. Therefore, it is necessary to manage the health control in terms of cost and quality. This study aims to examine whether timeliness, apology, redress, facilitation, credibility, and attentiveness affect customer satisfaction. The number of samples in this study were 125 respondents with Acidental sampling technique. This research uses multiple linear regression analysis technique. The result of data analysis shows that timeliness, apology, facilitation, credibility, and attentiveness have positive effect on customer satisfaction while redress variable has no significant effect on customer satisfaction. Based on the determinant coefficient test (R2) in the known Adjusted R2 of 0.745 it shows that the dependent variable of customer satisfaction can be explained by independent variables consisting of timeliness, apology, redress, facilitation, credibility and attentiveness of 75% while the remaining 25% by other factors outside the model.


Keywords


Timeliness, Apology, Redress, Facilitation, Credibility, Attentiveness and Customer Satisfaction.

Full Text:

PDF

References


Awa, Ogwo and Ukoha, (2015), “Service Recovery and Competitive Positioning: The Moderation Effect of Technical Efficiency”, Proceedings of 4th European Business Research Conference9 - 10 April 2015, Imperial College, London, UK,

Blodgett, J., Hill, D. and Tax, S. (1997), ‘’The Effects of Distributive, Procedural, and Interactional Justice on Post-Complaint Behaviour, ’’Journal of Retailing, Vol. 73, pp. 185-210

Brown, S., Cowles, D., and Tuten, T. (1996), ‘’Service Recovery: Its Value and Limitations as a Retail Strategy,’’ International Journal of Service Industry Management, Vol. 7 No. 5, pp. 32-46.

Clark, G; Kaminski, P. and Rink, D. (1992), ‘’Consumer Complaints: Advice on How Companies should Respond Based on an Empirical Study,’’ The Journal of Consumer Marketing, Vol. 9 No. 3, pp. 5-14.

Conlon, D. and Murray, N. (1996), ‘’Customer Perceptions of Corporate Responses to Product Complaints: The Role of Explanations,’’Academy of Management Journal, Vol. 39 No. 4, pp. 1040-1056.

Davidow M (2000). The Bottom Line Impact of Organizational Responses to Customer Complaints. Journal of Hospitality and Tourism Research 24 (4): 473-90.

Davidow M (2003a). Organizational responses to customer complaints – what works and what doesn‟t. Journal of Service Research 5 (3): 225-50.

Davidow, M. and Leigh, J. (1998), ‘’The Effects of Organizational Complaint Responses on Customer Satisfaction, Word of Mouth Activity and Repurchase Intentions,’’ Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, Vol. 11, pp. 91-102.

Durvasula, S., Lysonskin, S., and Mehta, S. (2000), ‘’Business to Business Marketing: Service Recovery and Customer Satisfaction Issues with Ocean Shipping Lines,’’European Journal of Marketing, Vol. 34 No 3/4, pp. 433-452.

Estelami, H. (2000), ‘’Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes,’’ Journal of Service Research, Vol. 2 No. 3, pp. 285-300.

Estelami, H. and De Maeyer, P. (2002), Customer Reactions to Service Providers Over- generosity,’’ Journal of Service Research, Vol. 4 No 3, pp. 205-216.

Ghozali Imam, 2011, Aplikasi Analisis Multivariate dengan Program IBM. SPSS 19, Edisi Kelima, Universitas Diponegoro, Semarang.

Gilly, M. and Gelb, B. (1982), ‘’Post-purchase Consumer Processes and the Complaining Consumer,’’Journal of Consumer Research, Vol. 9, December, 323-328.

Goodman JA., Malech A and Boyd S (1987).Danger, angry customer.ABA Banking Journal 79 (1): 63-66.

Goodwin, C. and Ross, I. (1992), ‘’Consumer Responses to Service Failures: Influences from Procedural and Interactional Fairness Perceptions,’’Journal of Business Research, Vol. 25, pp. 149-163.

Gurney, P. (1990), ‘’Wait a minute,’’Bank Marketing, Vol. 22, No. 4, pp. 37-39.

Hardiansyah, 2011, Kualitas Pelayanan Publik, Gava Media, Yogyakarta.

Hastuti Tuti, 2013,“Kualitas Pelayanan dan Pola Bagi Hasil terhadap, Kepuasan Nasabah Penyimpan pada Bank Syariah “,Jurnal Manajemen dan Akuntansi Volume 2, Nomor 1, April 2013

Hoffman, K., Kelley, S., and Rotalsky, H. (1995), ‘’Taking Service Failures and Employee Recovery Efforts,’’ Journal of Services Marketing, Vol. 9, pp. 49-61.

Irawan, Nawawi, dan Ahmad, (2016), “Manajemen Komplain Dalam Pelayanan Kesehatan di Rumah Sakit Umum Daerah Merauke”http://ejournal.unmus.ac.id/index.php/societas Volume 5 No 01 Tahun 2016

Lisnasari,dkk, 2016, “Analisis Pengaruh Faktor Ketepatan Waktu dan Tarif Pengiriman Barang atau Jasa Terhadap Kepuasan Pelanggan(Studi Kasus Pada PT Kerta Gaya Pusaka)”, Jurnal Ilmiah Progresif Manajemen Bisnis (Jipmb), Volume 13, Nomor 2, November 2016

Lupiyoadi, Rambat. 2006. Manajemen Pemasaran Jasa Edisi Revisi. Salemba Empat. Jakarta

Mack, R., Mueller, R., Crotts, J. and Broderick, A. (2000), ‘’Perceptions, Corrections and Defections: Implications for Service Recovery in the Restaurant Industry,’’ Managing Service Quality, Vol. 10 No. 6, pp. 339-346.

McCollough, M., Berry, L., and Yadav, M. (2000), ‘’An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery,’’ Journal of Service Research, Vol. 3, pp. 121-137.

Megehee, C. (1994), ‘’Effects of Experience and Restitution on Service Failure Recovery,’’ In Enhancing Knowledge Development in Marketing: Proceedings of the 1994 AMA Summer Educators Conference, Ravi Achrol and Andrew Mitchell (eds.), Chicago: AMA, pp. 210-216.

Mongkaren, (2013), “Fasilitas dan Kualitas Pelayanan Pengaruhnya terhadap Kepuasan Pengguna Jasa Rumah Sakit Advent Manado”, Jurnal EMBA Vol.1 No.4 Desember 2013, Hal. 493-503

Mount, D. and Mattila, A. (2000), ‘’The Final Opportunity: The Effectiveness of a Customer Relations Call Centre in Recovering Hotel Guests,’’ Journal of Hospitality and Tourism Research, Vol. 24 No. 14, pp. 514-525.

Okyere, Kumadey, (2015), “An assessment of Service Failures and Customer Complaints Management in the delivery of Health Care in the Municipalm Hospitals in Ghana”, International Journal of Business and Marketing Management Vol. 3(1): 31-42, January, 2015

Ruyter, K. and Wetzels, M. (2000), ‘’Consumer Equity Considerations in Service Recovery: A Cross Industry Perspective,’’ International Journal of Service Industry Management, Vol. 11, No. 1, pp. 91-108.

Smith, A., Bolton, R. and Wagner, J. (1999), ‘’A Model of Customer Satisfaction with Service Encounters involving Failure and Recovery,’’ Journal of Marketing Research, Vol. 36 No. 8, pp. 356-372.

Sugiyono, 2007. Metode penelitian Bisnis. Cetakan Ke-10. Penerbit Alfabeta. Bandung

Tedeschi JT and Norman N (1985). Social power, self-presentation, and the self. B. R. Schlenker (Ed.). The self and social life: 293-322. New York: McGraw Hill.

TARP (1981), Measuring the Grapevine: Consumer Response and Word-of-Mouth. Atlanta, GA: Coca-Cola.

TARP, (Technical Assistance Research Program) (1986). Consumer Complaint Handling in America: An Update Study, Technical Assistance Research Programs. 706 Seventh Ave., S.E. Washington, D.C.

Tjiptono Fandy, 2000. Manajemen Jasa, Andi Offset Yogyakarta.

Tjiptono Fandy, 2008. Strategi Pemasaran, Edisi Ketiga, Penerbit Andi. Yogyakarta.

Tjiptono, Fandy dan G. Chandra. 2005. Service, Quality, & Satisfaction. Penerbit Andi. Yogyakarta.

Zeithmal Valarie A., A. Prasuraman dan Leonard L. Berry, 1990, Delivering Quality Service, The Free Press, New York.

Zeithaml, Valerie A dan M.J. Bitner, 2003, Service Marketing, McGraw Hill, New Delhi.

Internet :

https://id.wikipedia.org/wiki/Kabupaten_Batang (25 Maret 2017)

www.infobpjs.net (18 Maret 2016)

www.jateng.bps.go.id (10 Mei 2016)

www.UPKP2.batang.go.id (22 Agustus 2016)




DOI: http://dx.doi.org/10.35448/jmb.v11i2.6062

Refbacks

  • There are currently no refbacks.


Copyright (c) 2019 Sains: Jurnal Manajemen dan Bisnis

Redaksi SAINS: Jurnal Manajemen dan Bisnis,

Fakultas Ekonomi dan Bisnis, Universitas Sultan Ageng Tirtayasa

Jl. Raya Palka KM 3 Sindangsari, Pabuaran, Kab. Serang, Provinsi Banten

Telp/Fax (+62254) 3204321

E-mail: jsm@untirta.ac.id

 

Creative Commons License

Sains: Jurnal Manajemen dan Bisnis is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.