PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT JALAN PENGGUNA KARTU BPJS DI PUSKESMAS KEDAWUNG 1 KABUPATEN SRAGEN
DOI:
https://doi.org/10.33061/jp.v10i2.5907Keywords:
tangibles, reliability, responsiveness, assurance, empathy, satisfactionAbstract
The research purposes were: 1) determined the effect of tangibles, reliability,
responsiveness, assurance, and emphaty on satisfaction of outpatient BPJS card
users at Puskesmas Kedawung 1, Sragen Regency; and 2) determined the effect of
service quality on satisfaction of outpatient BPJS card users at Puskesmas
Kedawung 1, Sragen Regency. This is quantitative descriptive research. Research
was conducted at Puskesmas Kedawung 1, Sragen Regency. Research sample was
50 outpatient who used BPJS cards who checked in August-September 2020 at
Puskesmas Kedawung 1. Data collection techniques were used questionnaires,
documentation, and literature study. Hypothesis testing were used multiple
regression analysis, t test, F test, and coefficient of determination (R2). The results
showed that 1) Tangibles, reliability,responsiveness, assurance and empathy have
positive and significant effect on the satisfaction of outpatient BPJS card users at
Puskesmas I Kedawung; and 2) Service quality has a positive and significant effect
on the satisfaction of outpatient BPJS card users at Puskesmas I Kedawung.
Keywords:tangibles, reliability, responsiveness, assurance, empathy, satisfaction
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