Pengaruh Kualitas Pelayanan Kesehatan Pengguna Bpjs terhadap Kepuasan Konsumen Rsu Muhammadiyah Medan

Abstract

This research aims to find out how much influence the quality of BPJS users health services has on consumer satisfaction. The type of research is descriptive research with a quantitative approach. Type of data used in this research are primary data and secondary data. The sample was selected using the Slovin formula, namely 97 patients. The method used is Logistic Regression Analysis and Hypothesis Testing which includes the Omnibus Test, Wald Test and Coefficient of Determination. The research results show that service quality has a positive and significant influence on consumer satisfaction at Muhammadiyah General Hospital Medan, so that it can improve the health and welfare of the community. Partial test result using the wald test show that each variable of tangible (0,046), reliability (0.037), responsiveness (0,006), assurance (0,039) and emphaty (0,015) has a Sig Value of 0.50. Thus, the variables tangible, reliability, responsiveness, assurance and empathy have a significant effect on consumer satisfaction of BPJS users at the Muhammadiyah general hospital Medan.