PENGARUH KUALITAS PELAYANAN DAN PERCEIVED QUALITY TERHADAP KEPUASAN PASIEN BPJS-KESEHATAN RAWAT JALAN RSUD BAYU ASIH PURWAKARTA

Abstract

ABSTRACT

The research was conducted to determine the effect of Service Quality on Patient Satisfaction, the influence of Service Quality on Perceived Quality and the influence of Perceived Quality on Patient Satisfaction, as well as the picture/impression of patients towards Bayu Asih Hospital, especially BPJS-Outpatient Health patients. Questionnaires with closed statements as research instruments, and samples in the study were 150 respondents. The data analysis technique uses the SEM (Structural Equation Modeling) method with the help of SPSS 24 for Windows and AMOS 4.0 programs. The results showed that Service Quality has positive and significant effect on Patient Satisfaction (P=0.013 (<0.05) and coefficient of 0.0439). This means that the higher the value of Service Quality will affect the high value of Patient Satisfaction. Service Quality has positive and significant influence on Perceived Quality (P=0,000 (<0.05) and coefficient of 0.926). This means that the higher the value of Service Quality will affect the high value of Perceived Quality. Perceived Quality has positive and significant influence on Patient Satisfaction (P=0.002 (<0.05) and coefficient of 0.543). This means that the higher the value of the Perceived Quality will affect the high value of Patient Satisfaction. The patient's image/impression on the Bayu Asih Hospital is quite good, has a moderate value, with an average score of 3.30, seen from the speed of service, the friendliness and professionalism of the officers, outpatient facilities, availability and completeness of diagnostic support, accuracy service time, suitability of procedures and accuracy of officer decision making.

Keywords: Service Quality, Perceived Quality, Patient Satisfaction.

ABSTRAK

Penelitian dilakukan untuk mengetahui pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien, pengaruh Kualitas Pelayanan terhadap Perceived Quality dan pengaruh Perceived Quality terhadap Kepuasan Pasien, serta Gambaran/Kesan pasien terhadap RSUD Bayu Asih, khususnya pasien BPJS-Kesehatan Rawat Jalan. Kuesioner dengan pernyataan tertutup sebagai instrument penelitian, dan sampel dalam penelitian sebanyak 150 responden. Teknik analisis data menggunakan Metode SEM (Structural Equation Modeling) dengan bantuan program SPSS 24 for windows dan AMOS 4.0. Hasil penelitian menunjukan bahwa Kualitas Pelayanan berpengaruh positif dan signifikan terhadap  Kepuasan Pasien, dengan P=0,013 (<0,05) dan nilai koefisien sebesar 0,0439. Hal ini berarti semakin tinggi nilai Kualitas Pelayanan akan mempengaruhi tingginya nilai Kepuasan Pasien. Kualitas Pelayanan mempunyai pengaruh positif dan signifikan terhadap terhadap Perceived Quality dengan P=0,000 (<0,05) dan nilai koefisien sebesar 0,926. Hal ini berarti semakin tinggi nilai Kualitas Pelayanan akan mempengaruhi tingginya nilai Perceived Quality. Perceived Quality mempunyai pengaruh positif dan signifikan terhadap Kepuasan Pasien dengan P=0,002 (<0,05) dan nilai koefisien sebesar 0,543. Hal ini berarti semakin tinggi nilai Perceived Quality akan mempengaruhi tingginya nilai Kepuasan Pasien. Gambaran/Kesan pasien terhadap RSUD Bayu Asih cukup baik, memilki nilai sedang, dengan skor rata-rata 3,30, Gambaran/Kesan pasien dilihat dari kecepatan pelayanan, keramahan dan profesionalisme petugas, fasilitas rawat jalan, ketersediaan dan kelengkapan alat penunjang diagnosa, ketepatan waktu layanan, kesesuaian prosedur dan ketepatan pengambilan keputusan petugas.

Kata Kunci: Kualitas Pelayanan, Perceived Quality, Kepuasan Pasien.