ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY ON USER SATISFACTION OF BPJS HEALTH AS NATIONAL HEALTH GUARANTEE AT NGARINGAN PUSKESMAS
Keywords:
Service Quality, Customer SatisfactionAbstract
The purpose of this study was to show the effect of the quality of BPJS health services on patient satisfaction at the Ngaringan Health Center. The population in this study were people who had received services using the Health BPJS at the Ngaringan Health Center with a sample of 116 respondents, through a non-probability sampling technique that was accidental sampling. Data collection is obtained through questionnaires. The method of data analysis in this study consisted of validity, reliability, classical assumption, and hypothesis testing. Instrument testing is carried out using the IBM SPSS Statistics 21.0 program. The results show that service quality has a significant effect on patient satisfaction. The conclusions from this study prove that the better the quality of services provided by Ngaringan Health Center can increase the level of satisfaction of patients.
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