Kepuasan pasien BPJS kesehatan di DKI Jakarta: Pengaruh patient-physician relation, prosedur administratif, dan alur pasien
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Abstract
This study aims to analyze the influence of the patient-physician relationship, administrative procedures, and patient flow on patient satisfaction. The population used in this study consists of BPJS Kesehatan patients at type A hospitals in DKI Jakarta. Data collection was conducted using questionnaires, resulting in 70 respondents who met the criteria. The data analysis method employed was Structural Equation Modeling (SEM) using SmartPLS 4 software. The results of this study concluded that the patient-physician relationship variable has a significant effect on patient satisfaction, whereas the variables of administrative procedures and patient flow do not.
Penelitian ini bertujuan untuk menganalisis pengaruh patient-physician relation, prosedur administratif, dan alur pasien terhadap kepuasan pasien. Populasi yang digunakan dalam penelitian ini adalah pasien BPJS Kesehatan di rumah sakit tipe A di DKI Jakarta. Pengumpulan data dilakukan menggunakan kuesioner hingga terkumpul 70 responden yang sesuai dengan kriteria. Metode analisis data yang digunakan adalah Structural Equation Model (SEM) menggunakan perangkat lunak SmartPLS 4. Hasil dari penelitian ini menyimpulkan bahwa variabel patient-physician relation memiliki pengaruh yang signifikan terhadap kepuasan pasien, sedangkan variabel prosedur administratif dan alur pasien tidak.
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