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ANALISIS HARAPAN DAN KINERJA YANG DIRASAKAN PELANGGAN BPJS TERHADAP PELAYANAN RUMAH SAKIT SWASTA TERAKREDITASI PARIPURNA DI KOTA BANDUNG DENGAN METODE CUSTOMER SATISFACTION INDEX

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ABSTRACT ANALYSIS OF EXPECTATIONS AND PERCEIVED PERFORMANCE BPJS CUSTOMERS TOWARDS PARIPURNA ACCREDITED PRIVATE HOSPITAL SERVICES IN BANDUNG USING THE CUSTOMER SATISFACTION INDEX METHOD Written by: Lidya Agustina NIM: 1331031 This research aimed to analyze the level of customer satisfaction BPJS from Paripurna Accredited private hospital in Bandung. The method used is the Customer Satisfaction Index. The research using primary data from the results of the answered questionnaires. The sample used in this study are the BPJS customers the were undergoing inpatient treatment processes at the hospital, in February 2017 – April 2017. The results of the calculation of an overall CSI is amounted 85.0412% it can be said that the BPJS customers felt very satisfied with the service of private hospital in Bandung. Based on the hospital, then at Adventist Hospital BPJS customer dominant are Mandiri category or who paid by the company were they work for, the value of the CSI is 80.803% which means BPJS customers in Adventist Hospital just felt satisfied. But at Immanuel Hospital, BPJS customer dominant are PBI category value of CSI is 89.3082% which means customers in Immanuel Hospital felt very satisfied. Keyword: customer satisfaction levels, BPJS, private hospitals, Paripurna Accreditation, Customer Satisfaction Index