Analysis Effect Service Quality of BPJS Program to Patient Satisfaction Mediated by Medical Performance

Anvika Adha Taufik1, Firman Pribadi2, Siti Dyah Handayani3

 DOI : https://dx.doi.org/10.31142/ijmei/v4i5.08

Author's Affiliations

1,2,3Master of Hospital Management - Universitas Muhammadiyah Yogyakarta, Indonesia

 

ABSTRACT

The quality of hospital services is an important element in health care services Patient satisfaction is considered as one of the most important dimensions of quality and is one of the main indicators of the standard of a health facility which is the result of influence on health services delivered by the hospital and this is what makes measuring patient satisfaction as an important component. Objective is to analyze the effect on service quality of BPJS program toward patient satisfaction mediated by medical performance at Jambi. This research was quantitative with cross sectional study design. Whole patients using BPJS service in Jambi were 12,000 people. The sample of this study was 108 people with sampling technique of purposive sampling. Structural Equation Modeling (SEM) was used to analysis. Results are The quality of BPJS program services has a positive and significant effect on patient satisfaction. The quality of BPJS program services has a positive and significant effect on medical performance. The medical performance has a positive and significant effect on patient satisfaction. BPJS program service quality has a positive and significant effect on patient satisfaction mediated by medical performance.