PENGARUH KEANDALAN, DAYA TANGGAP, JAMINAN, EMPATI, DAN BUKTI FISIK TERHADAP KEPUASAN PASIEN BADAN PENYELENGGARA JAMINAN SOSIAL DI RUMAH SAKIT MARDI WALUYO METRO LAMPUNG

Abstract

Hospital service quality is an important factor in determining patient satisfaction, especially for BPJS Kesehatan participants. Mardi Waluyo Metro Hospital, as a referral hospital, is required to maintain service quality to increase patient trust and satisfaction. This study aims to analyze the effect of service quality consisting of permission, responsiveness, assurance, empathy, and physical evidence on patient satisfaction of BPJS participants. A quantitative study with a cross-sectional design was conducted on 100 outpatient respondents of BPJS participants. Data were collected using the SERVQUAL questionnaire that has been tested for validity (> 0.196) and reliability (Cronbach's Alpha > 0.7). Data analysis included classical assumption tests, multiple linear regression, t-tests, F-tests (ANOVA), and coefficients of determination. Respondents were mostly aged 40-45 years (22%) and female (76%). Validity and reliability tests showed that all instruments were valid and reliable. The classical test met the criteria for normality, no multicollinearity, and no heteroscedasticity. Partially, the responsiveness dimension had the most significant influence on patient satisfaction (t-statistic 14.623 and p-value 0.000). Meanwhile, the empathy dimension had a significant influence on patient satisfaction (t-statistic 3.136 and p-value 0.002) with the smallest F-square of 0.113 (a small effect). Simultaneous testing showed a significant influence of all independent variables on patient satisfaction. The coefficient of determination R² was 0.771, meaning 77.1% of the variation in patient satisfaction was explained by service quality.