PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN WAKTU TUNGGU PASIEN DI UNIT RAWAT JALAN PKU MUHAMMADIYAH GAMPING

Background: Hospitals as health care providers must provide
excellent services, health workers are required to serve quickly,
reliably and kindly to create patient satisfaction. Satisfaction is
created from the expectation of patients to the quality of service
is very high. Corona Virus Disease-19 (COVID-19) is a
pandemic that has a big impact on hospitals. Uncertainty of
conditions during the COVID-19 pandemic led to a decrease in
the quality of hospital services that impacted patient
dissatisfaction. This study aims to analyze the influence of service
quality on patient satisfaction and waiting time in PKU
Muhammadiyah Gamping Outpatient Unit.
Research Method : This type of quantitative research with cross
cectional research design. The research data source uses
questionnaires. Sampling techniques using purposive sampling.
The population of this study is all patients who use BPJS services
in PKU Muhammadiyah Gamping as many as 1,200 people. The
number of samples in this study was 92 people. Quantitative
analysis in this study using Structural Equation Modeling (SEM)
analysis.
Research Result :The results showed that 78% of service quality
positively affects patient satisfaction in the outpatient unit of
PKU Muhammadiyah Gamping Hospital (p=0.00(<0.05)). While
the quality of service has no effect on waiting time in the
outpatient unit of PKU Muhammadiyah Gamping Hospital.
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