The Analysis of Service Quality’s Dimensional Based on Pasuraman Servqual Theory on JKN KIS Participant Satisfaction at Rolas Medika Clinic, Jember


Authors : Vinandita Nabilla Karina; Isa Ma'rufi; Dewi Rohmah

Volume/Issue : Volume 6 - 2021, Issue 6 - June

Google Scholar : http://bitly.ws/9nMw

Scribd : https://bit.ly/3wh932F

The aims of study were to analyze the effect of service quality as measured by physical evidence, reliability, responsiveness, guarantee and service guarantee on patient satisfaction of JKN KIS participants at the Rolas Medika Jember Clinic partially and simultaneously, analyze the level of satisfaction of JKN KIS participants at the Rolas Medika Jember Clinic and analyze the factors that most influence the satisfaction of JKN KIS participants at the Rolas Medika Jember Clinic. The approach used in this research is a quantitative approach. This research was conducted at the Rolas Medika Clinic, located at Jalan Gajah Mada No.15 Kaliwates District, Jember Regency. The population of research were BPJS JKN KIS patients in 2021 as many as 16,105 patients. The sampling technique used multistage random sampling with random clusters. The results showed that the quality of service as measured by physical evidence, reliability, responsiveness, guarantee and service guarantee had a significant effect on patient satisfaction of JKN KIS participants at the Rolas Medika Jember Clinic simultaneously. Partially shows that physical evidence and assurance have no significant effect on patient satisfaction while reliability, responsiveness and assurance have a significant effect on patient satisfaction.

Keywords : Physical Evidence, Reliability, Responsiveness, Guarantee and Guarantee of Service and Satisfaction.

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