PENGARUH SERVICE QUALITY, PATIENT SATISFACTION, TRUST, COMMITMENT TERHADAP REVISIT INTENTION OUTPATIENT BPJS DI RUMAH SAKIT SUMBER WARAS
DOI:
https://doi.org/10.31004/prepotif.v8i3.38351Keywords:
BPJS, commitment, kepuasan pasien, kualitas pelayanan, niat kunjungan ulang, responsiveness, reliability, rumah sakit, SEM-PLS, trustAbstract
Pelayanan kesehatan yang berkualitas menjadi kunci dalam meningkatkan kepuasan dan loyalitas pasien, terutama di era Jaminan Kesehatan Nasional (BPJS) di Indonesia. Rumah Sakit Sumber Waras sebagai rumah sakit rujukan BPJS menghadapi tantangan dalam menjaga kualitas layanan untuk memenuhi harapan pasien, termasuk menangani berbagai kendala seperti waktu tunggu panjang dan transparansi pelayanan. Fokus penelitian ini adalah memahami pengaruh kualitas layanan, kepuasan, dan faktor lain terhadap niat kunjungan ulang pasien rawat jalan BPJS. Penelitian ini dilakukan di RS Sumber Waras dengan melibatkan 3 poli utama yaitu 3 poli yaitu IPD, Bedah, atau Obgyn dengan melibatkan 375 responden. Pengumpulan data dilakukan dengan menyebarkan kuesioner berisi 51 pertanyaan dengan skala likert berdasarkan metode purposive sampling Data dianalisis dengan metode SEM berbasiskan PLS. Hasil penelitian ini menyatakan reliability dan responsiveness terbukti memiliki pengaruh positif signifikan terhadap kepuasan pasien BPJS rawat jalan di RS Sumber Waras, yang kemudian berdampak pada peningkatan Trust, Commitment, dan Revisit Intention. Trust dan Commitment juga berperan sebagai mediator dalam hubungan antara kepuasan pasien dengan niat kunjungan ulang. Rumah sakit perlu meningkatkan pelayanan pasien BPJS dengan memperbaiki sistem informasi, responsivitas, dan fasilitas, serta memberikan edukasi dan komunikasi yang jelas untuk meningkatkan kepuasan dan kepercayaan pasien. Penelitian selanjutnya disarankan untuk melibatkan lebih banyak poli, jenis pasien, serta menggunakan pendekatan kombinasi kuantitatif dan kualitatif untuk hasil yang lebih komprehensif.References
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