PENGARUH DIMENSI KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN PESERTA BPJS KESEHATAN: STUDI KASUS PUSKESMAS SEKARWANGI KABUPATEN SUKABUMI

This study aims to examine (1) the partial influence of five dimensions of health service quality on the satisfaction of BPJS participants at the Sekarwangi Health Center, Sukabumi Regency, (2) the simultaneous influence of five dimensions of health service quality on the satisfaction of BPJS participants at the Sekarwangi Health Center, Sukabumi Regency. (3) the most dominant dimension of service quality affects the satisfaction of BPJS participants. This study uses a quantitative approach with 331 respondents collected through questionnaires. The results of multiple linear regression analysis showed that the dimensions of physical evidence, responsiveness, and assurance had a significant positive effect on the satisfaction of BPJS participants, while reliability and empathy were not significant. Simultaneously, the five dimensions of service quality have a significant effect, with the guarantee dimension as the dominant influence.

Keywords: Social Security Organizing Agency, Service Quality, Participant Satisfaction