INFLUENCE OF HEALTH SERVICE QUALITY IN INCREASING PATIENT SATISFACTION THROUGH CUSTOMER VALUE (Dr. Slamet Garut Regional General Hospital)

Abstract

This research aims to obtain empirical evidence regarding the influence of health service quality in increasing patient satisfaction through the customer value of BPJS patients in the Outpatient Care of the Regional General Hospital , dr. Slamet Garut . The results of this research are expected to improve service quality, BPJS patient satisfaction and service value, especially in the Outpatient Hospital OF Dr. Slamet Garut in general . The research method used is descriptive and verification analysis. The data collection used was interviews using questionnaires accompanied by observation and literature techniques, the sampling technique used consecutive sampling . Data collection in the field was carried out in 20 23 . The data analysis technique uses Path Analysis . The results of the research show that in general the perception of BPJS patients in the Outpatient Hospital OF Dr. Slamet Garut regarding service quality, customer value and patient satisfaction as relatively poor, less suitable and less satisfied. Service quality matters on customer value both partially and simultaneously . Customer value influences patient satisfaction , and service quality influences patient satisfaction through customer value .