PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN MUSTAHIK RUMAH SEHAT BAZNAS YOGYAKARTA

Rofiki, S.E, NIM.: 20208011035 (2023) PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN MUSTAHIK RUMAH SEHAT BAZNAS YOGYAKARTA. Masters thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

The services provided by each company foster intense competition. Basically, there are differences between the forms of service to institutions or agencies, both companies that seek profit or profits and institutions that are not for-profit. Even though there are institutions that do not seek profit, in carrying out their services they compete with each other to provide the best service. Rumah Sehat BAZNAS Yogyakarta as an institution that provides free health services for mustahik to represent BAZNAS in distributing health service programs certainly has hopes of fulfilling mustahik satisfaction in providing the best service. This study aims to analyze the effect of mustahik satisfaction at healthy homes BAZNAS Yogyakarta on the quality of healthy home services at BAZNAS Yogyakarta. This study uses a quantitative approach with primary data. Data were obtained through questionnaires distributed to respondents who had active status as members of the BAZNAS Yogyakarta healthy home mustahik with a total of 100 samples. The data analysis used in this research is Structural Equation Model-Partial Least Square (SEM-PLS) with the help of WarpPLS Version 7.0 software. The results in this study stated that service quality consisting of assurance, empathy, physical evidence proved to have a positive and significant effect on mustahik satisfaction, while reliability and responsiveness had not significantly affected mustahik satisfaction in providing health services at BAZNAS Yogyakarta healthy homes.

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