The Influence of Service Quality on Patient Satisfaction of BPJS Participants in The Outpatient Poly Registration Unit RSIA Restu Bunda

Abstract

Patient satisfaction can be defined as the patient's feeling of satisfaction, joy and relief due to receiving good service. This research aims to determine the effect of service quality on the satisfaction of inpatients at the Restu Bunda Mother and Child Hospital in Bandar Lampung. The method used in this research is quantitative. The population was 299 BPJS outpatient patients, the sample used was 30 respondents using accidental sampling technique. The analysis used in this research is the Reliability, Normality, Linear and T-Test tests. The instrument used is a questionnaire. The research results show that the sig value is 0.000, which is smaller than the sig value that has been set, namely 0.05. Service quality has a positive and significant influence on patient satisfaction of BPJS participants in the outpatient clinic registration unit at RSIA Bunda Bandar Lampung. In other words, the results of this research state that service quality has a positive and significant influence. Suggestions for the Restu Bunda Mother and Child Hospital in Bandar Lampung to improve staff training and skills development on an ongoing basis to ensure that all employees have adequate skills and knowledge to provide optimal services to patients.