PENGARUH KUALITAS PELAYANAN BPJS, HUBUNGAN KOMUNIKASI DOKTER-PASIEN, WAKTU TUNGGU PELAYANAN RAWAT JALAN TERHADAP KEPUASAN PASIEN DI KLINIK YAI MEDIKA

Abstract

Currently, the health sector has experienced very rapid development, competition is increasingly widespread in providing services to consumers. This research was conducted with the aim of finding out the factors that influence patient satisfaction. This study uses a quantitative approach. The population in this study were all Yai Medika Clinic patients with a sample of 100 people, and analysis was carried out using Structural Equation Modeling (SEM) with the help of the Smart-PLS version 4.0 device. This research includes outer model testing, inner model testing, mediation testing and hypothesis testing. Based on the results of the validity test, it shows that all research indicators for each variable are declared valid. The reliability test shows that the composite reliability and Cronbach's alpha values ​​are said to be reliable and can be used. It can be concluded that BPJS Service Quality and Outpatient Service Waiting Time have a positive and significant effect on Patient Satisfaction. Meanwhile, the Doctor-Patient Communication Relationship has an insignificant negative effect on Patient Satisfaction. Keywords: BPJS Service quality, waiting time for outpatient services, doctor-patient communication relationship, patient satisfaction