PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN PASIEN PESERTA BPJS KESEHATAN DI TELUK KUANTAN KABUPATEN KUANTAN SINGINGI

Abstract

This study aims to analyze the quality of service and partial and simultaneous trust in patient satisfaction of BPJS Health participants in Kuantan Bay, Kuantan Singingi Regency. Level of Patient Satisfaction Participants in the Health BPJS in Kuantan Bay, Kuantan Singingi Regency. The population of this study was BPJS Health patients who won 20,735 people, who received treatment at the Kuantan District Hospital in 2019 as many as 15,846 people and the Clinic in Kuantan Bay as many as 4,889. The sample in this study amounted to 340 people. The data used in this study are primary and secondary data, while data merging techniques use questionnaires. Data analysis techniques used in this study are multiple linear regression and Importance Performance Analysis (IPA). The results of this study indicate a significant fact between Service Quality and Trust in Patient Satisfaction of BPJS Participants. Public Services and Trust that affect the Satisfaction of Patients Participating BPJS. In the second stage of awareness, the product element considered by the patient was done by BPJS well, and the patient was satisfied. In the mapping results, 4 items are in this quadrant. This is a serious consideration for the Health BPJS to be more serious in improving the guarantee of its products. These items are facilities provided by BPJS patient service providers which are very attractive, health workers who are always trying to get the patient's wishes, officers have needs that are in accordance with their respective fields, each room is available well, neat and comfortable