Pengaruh kualitas layanan dan waktu tunggu terhadap loyalitas melalui kepuasan pasien bpjs kesehatan di rumah sakit tipe b di Jakarta Utara
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Abstract
The aim of this research is to analysis the effect of service quality and waiting time on patient loyalty mediated by patient satisfaction. The sample data used to test the hypotheses were drawn from patients who using BPJS Kesehatan in General Hospital Type B in Jakarta Utara. Questionnaires were provided to 160 participants using methods, such as face-to-face delivery and Google Form. The data analysis method that used in this research are SEM (Structural Equation Model) and hypothesis testing on SmartPLS 4 software. The results indicate that service quality and waiting time positively impact patient satisfaction and patient loyalty; patient satisfaction positively impacts patient loyalty and has a partially mediating effect on loyalty.
Penelitian ini dilakukan untuk menganalisis pengaruh variabel kualitas layanan dan waktu tunggu terhadap loyalitas pasien yang dimediasi oleh kepuasan pasien BPJS Kesehatan di Rumah Sakit Tipe B di Jakarta Utara. Selain itu, penelitian ini juga akan menguji pengaruh langsung dari masing-masing variabel. Pengambilan data diperoleh dari 160 pasien BPJS Kesehatan Rumah Sakit Tipe B di Jakarta Utara dengan menggunakan kuesioner yang diberikan secara langsung dan melalui Google Form. Metode analisis data yang digunakan di penelitian ini adalah SEM (Structural Equation Model) dan uji hipotesis pada software SmartPLS. Hasil dari penelitian ini menyimpulkan bahwa kualitas layanan dan waktu tunggu berpengaruh positif dan signifikan terhadap kepuasan pasien dan loyalitas pasien; kepuasan pasien juga memiliki pengaruh yang positif dan signifikan terhadap loyalitas pasien, serta berperan sebagai mediasi parsial terhadap loyalitas pasien.
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