PENGARUH KUALITAS PELAYANAN RSUD HAMBA MUARA BULIAN KABUPATEN BATANG HARI TERHADAP KEPUASAN PASIEN RAWAT JALAN PENGGUNA BADAN PENYELENGGARA JAMINAN SOSIAL (BPJS) KESEHATAN

PANGGA, KIKI KURNIA and Lionardo, Andries and Budiyanto, Muhammad Nur (2025) PENGARUH KUALITAS PELAYANAN RSUD HAMBA MUARA BULIAN KABUPATEN BATANG HARI TERHADAP KEPUASAN PASIEN RAWAT JALAN PENGGUNA BADAN PENYELENGGARA JAMINAN SOSIAL (BPJS) KESEHATAN. Masters thesis, Sriwijaya University.

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Abstract

This study aims to analyze the influence of service quality on the satisfaction of outpatient BPJS Health users at RSUD Hamba Muara Bulian. Using the SERVQUAL model, this study examines five dimensions of service quality— tangible, reliability, responsiveness, assurance, and empathy—to measure their impact on patient satisfaction. The research method employed is a quantitative approach, with data collected through questionnaires distributed to outpatient BPJS users. The obtained data were then analyzed using Structural Equation Modeling (SEM).The study results indicate that overall service quality has a significant effect on patient satisfaction. The tangible and reliability dimensions have a strong positive impact on improving patient satisfaction, highlighting the importance of physical facilities and reliability in healthcare services. Responsiveness also contributes positively to patient satisfaction perception. However, it was found that assurance and empathy, in some conditions, show a negative effect, suggesting that these factors need further evaluation to ensure alignment between patient expectations and experiences.This study recommends that RSUD Hamba Muara Bulian strengthen the dimensions of tangible, reliability, and responsiveness and conduct evaluations of approaches in providing assurance and empathy so that services can be better aligned with patients' needs and expectations. The implications of this research are expected to assist the hospital in enhancing service quality and maintaining BPJS Health patient satisfaction.

Item Type: Thesis (Masters)
Subjects: J Political Science > JA Political science (General)
J Political Science > JA Political science (General) > JA1-92 Political science (General)
Divisions: 07-Faculty of Social and Politic Science > 63101-Public Administration (S2)
Depositing User: Kiki Kurnia Pangga
Date Deposited: 24 Jan 2025 07:57
Last Modified: 24 Jan 2025 07:57
URI: http://repository.unsri.ac.id/id/eprint/166887

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