FAKTOR YANG MEMENGARUHI KEPUASAN PASIEN DENGAN MUTU PELAYANAN SEBAGAI VARIABEL MODERATOR DI UNIT PERAWATAN INAP ANAK RSUD PROF. DR. SOEKANDAR KABUPATEN MOJOKERTO

SUPRIYO, ANGGORO RATMA AFRIYANTO (2025) FAKTOR YANG MEMENGARUHI KEPUASAN PASIEN DENGAN MUTU PELAYANAN SEBAGAI VARIABEL MODERATOR DI UNIT PERAWATAN INAP ANAK RSUD PROF. DR. SOEKANDAR KABUPATEN MOJOKERTO. Masters thesis, STIKES MAJAPAHIT.

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Abstract

ABSTRACT Introduction: Patient satisfaction serves as a pivotal indicator in evaluating the quality of hospital services particularly for patients enrolled in the BPJS Kesehatan. The objective is to analyze the impact of doctor-patient communication, doctor visitation services, inpatient room cleanliness, the ease of administrative procedures, and healthcare assurance status on patient satisfaction with service quality as a moderating variable. Methods: An observational analytic study employing a cross-sectional design was conducted. A total of 138 respondents were recruited through simple random sampling. Data were collected through a questionnaire subsequently analyzed employing Chi-square tests and multivariate analysis techniques specifically SEM PLS. Results: The study revealed the significant effect of doctor-patient communication (O = 0.255; p = 0.004) on service quality. The ease of administrative procedures had a significant effect on patient satisfaction (O = 0.317; p = 0.036) and service quality (O = 0.592; p = 0.000). Doctor visitation services, inpatient room cleanliness, and healthcare assurance status did not exhibit a significant effect on patient satisfaction or service quality (p > 0.05). Service quality had a significant effect on patient satisfaction (O = 0.439; p = 0.001). Nevertheless, moderation testing revealed that service quality did not serve as a moderator on patient satisfaction. Conclusion: The ease of administrative procedure and service quality are pivotal determinants of patient satisfaction. Service quality primarily functioning as a mediator rather than a moderator. Consequently, hospitals should enhance administrative efficiency and ensure comprehensive service quality to augment patient satisfaction. Keywords: patient satisfaction, service quality, doctor–patient communication, doctor visitation, administrative procedures, BPJS Kesehatan

Item Type:	Thesis (Masters)
Subjects:	R Medicine > RJ Pediatrics R Medicine > RJ Pediatrics > RJ101 Child Health. Child health services
Divisions:	Faculty of Medicine, Health and Life Sciences > School of Medicine
Depositing User:	Unnamed user with email libstikesmajapahit@gmail.com
Date Deposited:	03 Dec 2025 03:35
Last Modified:	03 Dec 2025 03:35
URI:	http://repo.stikesmajapahit.ac.id/id/eprint/973

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