Analysis Of The Relationship Between Service Quality, Healthcare Facilities, Patient Satisfaction, And The Intention To Migrate BPJS Patients To Other Healthcare Facilities At Wonokusumo Health Center

Puspitasari, Tri (2025) Analysis Of The Relationship Between Service Quality, Healthcare Facilities, Patient Satisfaction, And The Intention To Migrate BPJS Patients To Other Healthcare Facilities At Wonokusumo Health Center. Masters thesis, Universitas Hayam Wuruk Perbanas.

[img] Text
LoA JURNAL ILMIAH - Tri Puspitasari.pdf
Restricted to Registered users only
Download (327kB)
[img] Text
COVER.pdf
Restricted to Registered users only
Download (668kB)
[img] Text
BAB I.pdf
Download (465kB)
[img] Text
BAB II.pdf
Download (907kB)
[img] Text
BAB III.pdf
Restricted to Registered users only
Download (427kB)
[img] Text
BAB IV.pdf
Restricted to Registered users only
Download (699kB)
[img] Text
BAB V.pdf
Download (600kB)
[img] Text
LAMPIRAN.pdf
Restricted to Registered users only
Download (2MB)

Abstract

The increasing number of patient visits at the Wonokusumo Community Health Center demonstrates the importance of first-level healthcare facilities (FKTP) as the frontline of the National Health Insurance (JKN) service. Wonokusumo Community Health Center experienced a decline in patient satisfaction, leading to a desire to migrate to other healthcare facilities. This study aims to analyze the relationship between service quality and healthcare facilities on patient satisfaction and their impact on BPJS patient migration intentions. A quantitative approach was used with the Structural Equation Modeling-Partial Least Squares (SEM-PLS) method. The sample consisted of 252 BPJS patients using Maternity and Child Health (KIA) clinic services, selected using purposive sampling technique. The results showed that service quality had a p-value of 0.003 and health facilities had a p-value of 0.007, both significantly influencing patient satisfaction, while patient satisfaction significantly influenced the desire to migrate with a p-value of 0.000. Health facilities and service quality did not significantly influence the desire to migrate for BPJS patients, with p-values of 0.161 and 0.101 respectively. This study provides important implications for the management of community health centers, focusing on improving service quality and facilities to maintain patient loyalty. Keywords: Service Quality, Health Facilities, Patient Satisfaction, BPJS Migration

Item Type: Thesis (Masters)
Subjects: 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Magister of Management
Depositing User: TRI PUSPITASARI
Date Deposited: 17 Sep 2025 08:44
Last Modified: 17 Sep 2025 08:44
URI: http://eprints.perbanas.ac.id/id/eprint/13705

Actions (login required)

View Item View Item