Pengaruh kualitas layanan terhadap kepuasan pasien BPJS di unit rawat inap dan rawat jalan Rumah Sakit Umum Daerah Jawa Tengah
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Abstract
This study aims to analyze the impact of service quality on inpatient and outpatient satisfaction at the Central Java Regional General Hospital. This study uses descriptive research methods with a cross-sectional approach. The sample size was 193, taken using convenience sampling technique, and then analyzed using PLS-SEM. The results showed that service quality affects patient satisfaction in the inpatient and outpatient service unit, these findings imply that the hospital must constantly maintain and even improve the quality of service to all patients. So that patients who come to the hospital feel satisfied with the services they receive from the administration, nurses, and doctors. Apart from services, hospitals must also pay attention to the facilities in the hospital. The facilities should always be kept the facilities in good condition and clean, so they are comfortable for patients who come to the hospital.
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan terhadap kepuasan pasien rawat inap dan rawat jalan di Rumah Sakit Umum Daerah Jawa Tengah. Penelitian ini menggunakan metode penelitian deskriptif dengan pendekatan cross sectional. Besar sampel, yaitu 193 yang diambil dengan menggunakan teknik convenience sampling kemudian dianalisis menggunakan PLS-SEM. Hasil penelitian menunjukkan bahwa kualitas layanan memengaruhi kepuasan pasien pada unit layanan rawat inap dan rawat jalan, temuan ini menyiratkan bahwa pihak rumah sakit harus selalu menjaga bahkan meningkatkan kualitas layanan kepada seluruh pasien yang datang, sehingga pasien yang datang ke rumah sakit merasa puas dengan layanan yang diterimanya, baik dari bagian administrasi, perawat dan dokter. Selain dari layanan, rumah sakit juga harus memperhatikan fasilitas yang ada di rumah sakit tersebut tetap dalam keadaan baik dan bersih sehingga nyaman untuk digunakan oleh pasien yang datang ke rumah sakit.
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