Pengaruhkualitaslayananterhadapkepuasanpelangganbpjs Pada Klinik Pratama Kks

FITRIAHENY, HENY (2025) Pengaruhkualitaslayananterhadapkepuasanpelangganbpjs Pada Klinik Pratama Kks. S2 thesis, Universitas Andalas.

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Abstract

PENGARUHKUALITASLAYANANTERHADAPKEPUASANPELANGGANBPJS PADA KLINIK PRATAMA KKS KOTA PADANG FitriaHeny1,HafizRahman2, Syafrizal3 MasterofManagement,FacultyofEconomicsandBusiness,AndalasUniversity Email: fheny75@gmail.com ABSTRACT Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan BPJS di Klinik Pratama KKS Kota Padang. Penelitian menggunakan pendekatan kuantitatif dengan metode survei kepada pasien klinik. Kualitas layanan diukur menggunakandimensiSERVQUAL:tangible,reliability,responsiveness,assurance,empathy, serta tambahan dimensi compliance (kepatuhan terhadap regulasi BPJS). Data dianalisis menggunakan korelasi, regresi linier berganda, dan Importance-Satisfaction Analysis (ISA). Hasil penelitian menunjukkan bahwa seluruh dimensi kualitas layanan memiliki pengaruh positifterhadapkepuasanpelanggan,denganreliable,empathydancompliancesebagaifaktor palingdominan.Temuaninimemberikanrekomendasibagipengelolaklinikuntukfokuspada peningkatanaspekkeandalanlayanan,empatiterhadappasiendankepatuhanterhadapstandar BPJS guna mempertahankan dan meningkatkan kepuasan serta loyalitas pelanggan. KataKunci : KualitasLayanan,KepuasanPelanggan,BPJS,KlinikPratama,Compliance iii THEEFFECTOFSERVICEQUALITYONBPJSCUSTOMERSATISFACTIONAT THE KKS PRATAMA CLINIC, PADANG CITY FitriaHeny1,HafizRahman2, Syafrizal3 MasterofManagement,FacultyofEconomicsandBusiness,AndalasUniversity Email: fheny75@gmail.com ABSTRACT This study aims to analyze the effect of service quality on the satisfaction of BPJS (Indonesian National Health Insurance) customers at Klinik Pratama KKS in Padang City. A quantitativeapproachwasused throughapatientsurvey.Servicequalitywasmeasuredusing the SERVQUAL dimensions: tangible, reliability, responsiveness, assurance, empathy, along with an additional dimension—compliance (adherence to BPJS regulations). The results showedthatallservicequalitydimensionshadapositiveimpactoncustomersatisfaction,with reliable,empathyandcompliancebeingthemostdominantfactors.Thesefindingssuggestthat clinic management should prioritize improving service reliability, empathy and regulatory compliance to retain and enhance customer satisfaction and loyalty. Keyword : ServiceQuality,CustomerSatisfaction,BPJS,PrimaryClinic,Compliance

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