Faktor-Faktor yang Mempengaruhi Kepuasan Pasien Badan Penyelenggara Jaminan Sosial pada RSUD Padang Pariaman

Yulina Eliza; Edra Lina; Irnovriadi Irnovriadi; Jasmalinda Jasmalinda

doi:10.30812/target.v4i2.2519

Yulina Eliza Sekolah Tinggi Ilmu Ekonomi “KBP”
Edra Lina Sekolah Tinggi Ilmu Ekonomi “KBP”
Irnovriadi Irnovriadi Sekolah Tinggi Ilmu Ekonomi “KBP”
Jasmalinda Jasmalinda Sekolah Tinggi Ilmu Ekonomi Perdagangan

DOI: https://doi.org/10.30812/target.v4i2.2519

Keywords: competence, interpersonal communication, patient satisfaction, service quality

Abstract

This study aims to determine the effect of competence, interpersonal communication and service quality on BPJS patient satisfaction at Padang Pariaman District Hospital. The method used in this research is quantitative research with a descriptive and associative approach. The population in this study were 8,462 patients who came during 2021. The sample used was 100 people using a purposive sampling technique. The data analysis technique uses multiple linear regression. The results of the study show that: (1) Competence has a positive and significant effect on BPJS patient satisfaction at Padang Pariaman District Hospital. (2) Interpersonal communication has a positive and significant effect on BPJS patient satisfaction at Padang Pariaman District Hospital. (3) Service quality has a positive and significant effect on patient satisfaction at the BPJS RSUD Padang Pariaman Regency. (4) Competence, interpersonal communication and quality of service simultaneously have a positive and significant effect on patient satisfaction at the BPJS RSUD Padang Pariaman Regency. The conclusion of the research results shows, the higher the competence, the higher patient satisfaction, conversely the lower the competence, the lower patient satisfaction. The better the interpersonal communication, the higher the patient satisfaction, conversely the worse the interpersonal communication, the lower the patient satisfaction. The higher the quality of service, the higher the patient satisfaction, conversely the lower the quality of service, the lower the patient satisfaction.

References

Badjamal, F. A. (2014). Pengaruh Kompotensi dan Fasilitas Terhadap Kepuasaan Pasien Rawat Inap Kelas 3 Pada Rsud Palu. E-Jurnal Katalogis, 2(7).
Hermawati. (2018). Pengaruh Kompetensi Pegawai, Kualitas Pelayanan Dan Disiplin Kerja Terhadap Kepuasan Pelanggan Pada Kantor UPT Pendapatan Wilayah Makassar 01 Selatan, Provinsi Sulawesi Selatan. Jurnal Mirai Management, 3(1).
Oisina, Ilona, V., dan Osidhi, Ivonne, R, V. (2018). Korelasi Komunikasi Interpersonal Efektif dan Kualitas Layanan Tim Medis terhadap Kepuasan Pasien. Jurnal Komunikasi Islam, 8(1).
Rahmawati, I. (2022). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Inap Peserta BPJS Di RSUD Hadji Boejasin Pelaihari.
Rizkia, Elsara., dan Mulyaningsih, Hendrati, D. (2017). pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien (Studi Pada Pasien Rawat Jalan Peserta BPJS Kesehatan di RSUD Al Ihsan Kabupaten Bandung). E-Proceeding of Management, 4(2).
Sekaran, U. (2016). Metode Penelitian dan Bisnis. Salemba Empat.
Sugiyono. (2012). Metode Penelitian Kuantitatif, Kualitatif dan R & D.Bandung:Alfabeta. Metode Penelitian Kuantitatif, Kualitatif Dan R & D.Bandung:Alfabeta. https://doi.org/10.1017/CBO9781107415324.004
Umudy, Muhammad, A. (2016). Pengaruh Komunikasi Interpersonal Tenaga Kesehatan Terhadap Kepuasan Pasien Dengan Kepercayaan Sebagai Variabel Intervening. Jurnal Ilmu Manajemen, 4(2).
Wibowo. (2017). Perilaku Dalam Organisasi. Rajawali Pers.