PENGARUH DIMENSI KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN PENGGUNA BPJS DI PUSKESMAS WONOREJO KENCONG KABUPATEN JEMBER

  • Ainur Rizky Aprilianti STIE Widya Gama Lumajang
  • Hesti Budiwati STIE Widya Gama Lumajang
  • Kasno Kasno STIE Widya Gama Lumajang

Abstract

This research is a quantitative research by finding the relationship between the independent variable and the dependent variable. This study aims to prove that the dimensions of health service quality affect the satisfaction of patients with BPJS users in Wonorejo Kencong health centers partially or simultaneously. The sample in this study were 60 respondents with a population of 78 people. This study uses multiple linear regression analysis techniques. The results showed partially that reliability did not affect patient satisfaction, responsiveness did not affect patient satisfaction, assurance influenced patient satisfaction, empathy affected patient satisfaction and physical evidence did not affect patient satisfaction. While simultaneously the dimensions of service quality have a significant effect on the satisfaction of BPJS user patients at the Kencong Wonorejo Health Center. The results of the coefficient of determination indicate that this means that 46,9% of patient satisfaction can be explained by the independent variables consisting of Reliability, Response, Assurance, Empathy and Physical Evidence while the remaining 53,1% patient satisfaction is influenced by other variables that are not examined in this study.

Published
2019-07-05