Research Paper
Year: 2018 | Month: September | Volume: 5 | Issue: 9 | Pages: 14-21
The Effect of Service Recovery of Member’s Health Insurance (Jaminan Kesehatan Anggota- JKA) Towards Consumer Satisfaction in Sae Dairy Clinic
Fatma Dewi Mayasari
Postgraduate School of Malangkuçeçwara School of Economy, Indonesia
ABSTRACT
The research is trying to determine the effect of service recovery owned by Members’ Health Assurance (Jaminan Kesehatan Anggota - JKA) towards patient satisfaction. The study was conducted at the SaeDairy Clinic in Pujon, Malang Regency, in January 2017 to June 2017. The variables observed in this study are distributive justice (X1), procedural justice (X2), interactional justice (X3) and consumer satisfaction (Y) on 100 non probability samples. Multiple linear regression analysis, determination coefficient analysis, simultaneous test (F) and partial test (t) are operated to find the research’s objective. It is found that the results of distributive justice, procedural justice and interactional justice by 71.9% and the remaining 28.1% influenced by other variables not included in the study. Interactional justice has the strongest influence on patient satisfaction. It is then suggested that the clinic needs to improve the ability to handle interactional justice. Officers must provide explanations, maintain politeness and respond well to the patience.
Key words: service recovery, patient satisfaction, Jaminan Kesehatan Anggota
[PDF Full Text]