PENGARUH KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN PENGGUNA BPJS (BADAN PENYELENGGARA JAMINAN SOSIAL) PADA PELAYANAN RAWAT JALAN DI PUSKESMAS KOTA GEDE II YOGYAKARTA

Abstrak

This study examines the effect of service quality which consist of tangible, reliability, responsiveness, assurance, and empathy toward patient satisfaction of BPJS user. The result of linear regression calculation shows that tangible regression coefficient (X1) = 0,343, reliability (X2) = 0,479, responsiveness (X3) = -0,272, assurance (X4) = -0,298, and empathy (X5) = 0,188 Among the five variables The greatest influence on Patient Satisfaction (Y) in Kotagede II Yogyakarta Public Health Center is variable of reliability (X2), it is indicated by regression coefficient value equal to 0.4 79 largest among other coefficients.

From the calculation of SPSS shows that tangible, reliability, responsiveness, assurance, and empathy have influence on patient satisfaction (Y) and all proven hypothesis.

Based on the calculation of the coefficient of determination (R2) obtained the value of the influence level between the dependent variable Patient Satisfaction (Y) with Physical Evidence (X1), Reliability (X2), Power Response (X3), Warranty (X4), and Caution (X5) of 0.267 . It can be explained by the variable of Physical Evidence (X1), Reliability (X2), Power Response (X3), Warranty (X4), and Empathy (X3) X5).