PENGARUH KUALITAS PELAYANAN RUMAH SAKIT TERHADAP KEPUASAN PASIEN RAWAT INAP PENGGUNA BADAN PENYELENGGARA JAMINAN SOSIAL (BPJS) KESEHATAN DI RSUD KOTA PAGAR ALAM

MONICA, REZA and Lionardo, Andries and Budiyanto, Muhammad Nur (2024) PENGARUH KUALITAS PELAYANAN RUMAH SAKIT TERHADAP KEPUASAN PASIEN RAWAT INAP PENGGUNA BADAN PENYELENGGARA JAMINAN SOSIAL (BPJS) KESEHATAN DI RSUD KOTA PAGAR ALAM. Masters thesis, Sriwijaya University.

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Abstract

This study aims to analyze the effect of hospitals service quality on inpatient satisfaction using the health social security administrator agency (BPJS) at pagar alam city hospital, and to identify the service dimensions that most influence patient satisfaction. The study used a quantitative approach with a survey method, involving 100 respondents of inpatients using BPJS Kesehatan. Statistical analysis was carried out through validity, reliability, and multiple linear regression tests to measure the effect of each dimension on patient satisfaction. The results of the study indicate that the five dimensions of service quality, namely the Tangible dimension shows a value of 3.054> 1.985 has a positive effect on variable Y, Reliability shows a value of 4.688> 1.985 has a positive effect on variable Y, Responsiveness shows a value of 2.005> 1.985 has a positive effect on variable Y, Assurance has a positive effect on variable Y, Empathy shows a value of t count> t table, namely 4.353> 1.985 shows a value of 0.478 <1.985 does not have a positive effect on variable Y. The results of the simultaneous F test hypothesis test obtained a value of F count 39.295> F table 2.311, so all indicators (Service Quality (X)) together have a simultaneous effect on Patient Satisfaction (Y). dominant factors influencing the Quality of hospitals Services on Inpatient Patient Satisfaction are the Assurance indicator, then influenced by the Tangible dimension, then Reliability, Responsiveness and the smallest influencing factor is Empathy. Keywords: Service quality, Patient satisfaction, Hospital

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Kualitas pelayanan, Kepuasan pasien, Rumah sakit
Subjects:	H Social Sciences > HV Social pathology. Social and public welfare > HV40-69 Social service. Social work. Charity organization and practice Including social case work, private and public relief, institutional care, rural social work, work relief J Political Science > JF Political institutions (General) > JF1338-2112 Public administration Z Bibliography. Library Science. Information Resources > Z711-711.95 Public services. Reference services
Divisions:	07-Faculty of Social and Politic Science > 63101-Public Administration (S2)
Depositing User:	Reza Monica
Date Deposited:	28 Nov 2024 04:08
Last Modified:	28 Nov 2024 04:08
URI:	http://repository.unsri.ac.id/id/eprint/159838

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