Pengaruh Fasilitas dan Service Quality terhadap Kepuasan Pasien Bpjs Kelas 3 pada Klinik Hanum Pratama (Pulo Brayan Medan)

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh fasilitas dan service quality terhadap kepuasan pasien BPJS kelas 3 pada klinik Hanum Pratama (Panitra Pulo Brayan Medan). Populasi dalam penelitian ini adalah pasien BPJS di klinik hanum pratama yang rata-rata pasien perharinya adalah 15 (orang) pasien. Rata-rata pasien di klinik sebanyak 900 pasien dalam 2 bulan dihari libur dan di hari biasa. Pemilihan sampel pada penelitian ini berdasarkan perhitungan yang dikemukakan oleh slovin sehingga sampel yang diperoleh berjumlah 90 responden. Pengolahan data dilakukan dengan alat bantu program SPSS statistik 25. Teknik analisis data yang digunakan adalah statistik deskriptif, uji validitas, uji reliabilitas, uji asumsi klasik, uji regresi linear berganda, uji hipotesis dan koefisien determinasi. Hasil penelitian menunjukkan bahwa Fasilitas berpengaruh positif dan signifikan terhadap kepuasan pasien BPJS pada klinik Hanum Pratama Pulo Brayan Medan dan Service Quality berpengaruh positif dan signifikan terhadap kepuasan pasien BPJS pada klinik Hanum Pratama Pulo Brayan Medan. This study aims to determine the effect of facilities and service quality on BPJS class 3 patient satisfaction at the Hanum Pratama clinic (Panitra Pulo Brayan Medan). The population in this study were BPJS patients at the Hanum Pratama clinic, with an average of 15 patients per day. The average patient at the clinic is 900 patients in 2 months on holidays and on weekdays. The selection of the sample in this study was based on the calculations put forward by Slovin so that the sample obtained was 90 respondents. Data processing was carried out using the SPSS Statistical 25 program. The data analysis technique used was descriptive statistics, validity test, reliability test, classical assumption test, multiple linear regression test, hypothesis test and coefficient of determination. The results showed that facilities had a positive and significant effect on BPJS patient satisfaction at the Hanum Pratama Pulo Brayan Medan clinic and Service Quality had a positive and significant effect on BPJS patient satisfaction at the Hanum Pratama Pulo Brayan Medan clinic.