ANALISIS PENGARUH PERSEPSI DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN PESERTA BPJS KESEHATAN DI PUSKESMAS XYZ

Abstract

The Social Security Administration for Health (BPJS) is a legal entity established to administer the National Health Insurance program with the aim of protecting the entire community. The First Level Health Facility, namely the puskesmas, is the starting gate in providing health services received by BPJS participant patients that can help and meet patient expectations. The purpose of this study was to determine and analyze the effect of perceptions and service quality on patient satisfaction of BPJS Kesehatan participants at the XYZ Health Center. The results and conclusions in this study indicate that the partial t test (t statistical test) for the Perception variable (X1) does not have a significant and negative effect on the Patient Satisfaction variable (Y) proves the significance that t-count <t-table, namely ( 0.407 <1.66629) and Service Quality (X2) have a significant and positive effect on the Patient Satisfaction (Y) variable. This proves the significance of tcount> t-table (10.930> 1.66629). Simultaneous testing (F statistical test) independent variables, namely Perception and Service Quality have an effect on the dependent variable Patient Satisfaction on BPJS Health participants at XYZ Health Center with F count> F table, the results obtained are 88.297> 3.12 and a significance of 0.000 <0, 05 From the alpha value. The results of the analysis in this study indicate that the square R2 coefficient of determination is 0.710 or 71%, which means that the independent variables, namely Perception and Service Quality, have an influence of 70.2% with the dependent variable Patient Satisfaction and most of the others are influenced by various factors. others that were not described in this study.