Farhana, Firda (2026) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Inap Peserta BPJS Kesehatan RSUD dr. Chasbullah Abdulmajid Kota Bekasi. Sarjana (S1) thesis, Universitas Muhammadiyah Indonesia.
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Abstract
This study aims to examine the effect of service quality on inpatient satisfaction among BPJS Kesehatan participants at RSUD dr. Chasbullah Abdulmadjid, Bekasi City. The study is motivated by patients’ complaints regarding hospital services, which may influence their level of satisfaction. This research employed a quantitative approach with a survey method. Data were collected through questionnaires distributed to 100 inpatient respondents who are BPJS Kesehatan participants. The data analysis technique used simple linear regression, preceded by validity, reliability, and classical assumption tests. The results indicate that service quality has a positive and significant effect on patient satisfaction, with a t-value of 14.833 greater than the t-table value of 1.984 and a significance value of 0.000 less than 0.05. Furthermore, the correlation coefficient (R) of 0.823 indicates a strong relationship, while the coefficient of determination (R²) of 0.677 implies that service quality contributes 67.7% to patient satisfaction, with the remaining 32.3% influenced by other factors not examined in this study. Therefore, better service quality leads to higher levels of inpatient satisfaction among BPJS Kesehatan participants.
Keywords: BPJS Kesehatan, Service Quality, Patient Satisfaction.
| Item Type: | Thesis (TA, Skripsi, Tesis, Disertasi) (Sarjana (S1)) |
|---|---|
| Contributors/Dosen Pembimbing,NIDN Dosen bisa diakses di LINK https://bit.ly/NIDNdosenunismabekasi: | Contribution Contributors / Dosen Pembimbing NIDN UNSPECIFIED Widyastuti, Mita 04029056501 |
| Keywords / Kata Kunci: | BPJS Kesehatan, Kualitas Pelayanan, Kepuasan Pasien. |
| Subjects: | Pelayanan |
| Faculty: | Fakultas Ilmu Sosial dan Ilmu Politik > Ilmu Administrasi Negara S1 |
| Depositing User: | Miss Firda Farhana |
| Date Deposited: | 20 Oct 2026 07:28 |
| Last Modified: | 20 Oct 2026 07:28 |
| URI: | http://repository.umindonesia.ac.id/id/eprint/11103 |
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