PENGARUH SERVICE QUALITY DAN SERVICESCAPE TERHADAP KEPUASAN PASIEN PESERTA BPJS KESEHATAN RAWAT INAP PADA RUMAH SAKIT AN-NISA TANGERANG, BANTEN

(Periode Maret – Mei 2018)

Abstract

This research entitled The Influence of Service Quality and Servicescape on Patient Satisfaction of Bpjs’s Inpatients in An-Nisa Hospital, Tangerang, Banten  in period March – Mei 2018 : with Exogenous variable (X) Service Quality (X₁) and Serviccescape (X₂) Endogenous variable (Y) patient satisfaction. The analysis tool used was SPSS 22 Version and AMOS SEM 22 version, used primary data and population amounted to 4475 respondents. The sample determination used a Probability Sampling Technique method with a Simple Random Sampling approach amounted to 100 respondents from hospital An-Nisa by using Taro Yamane formula.  The analysis results of this research, Service Quality with Satisfaction Patient produced P value of 0,00 < 0,05, and CR value of 4,365 > 2,00. The result was H₁ accepted. Therefore, it can  be concluded that Service Quality  significantly influenced the Satisfaction Patient. Then, Servicescape with the Satisfaction Patient produced P value of 0,02 < 0.05, and CR value of 3,087 > 2,00. The result was H₂ accepted. Thus, it can be concluded that Servicescape significantly influenced the Satisfaction Patient.