PENGARUH KUALITAS PELAYANAN BPJS KESEHATAN TERHADAP KEPUASAN PASIEN RAWAT JALAN DI RUMAH SAKIT MEDIROSSA CIKARANG

Abstract

The quality of service in a hospital must be considered in order to increase satisfaction with his patients. Medirossa Cikarang Hospital is needed to improve the quality of its services, especially in Outpatient Health BPJS patients, so that it continues to grow to be more advanced and to be able to compete better. The purpose of this study is to examine the effect of service quality that has 5 variables, namely reliability, responsiveness, assurance, empathy, tangible (as an independent variable) on patient satisfaction at Medirossa Cikarang Hospital. In this study, researchers used a quantitative approach. Data was collected with a structured questionnaire distributed to 374 respondents. The tests conducted in this study are validity and reliability test (as pretest), classic assumption test, multiple linear analysis test and hypothesis test. The results of this study can be concluded that 2 of 5 hypotheses have a significant effect on patient satisfaction, namely reliability and tangible, while the other 3 hypotheses namely responsiveness, assurance, empathy do not have a significant effect on patient satisfaction and the adjusted R square results of all independent variables have a significant effect 1.4%