HUBUNGAN KUALITAS PELAYANAN, WAKTU TUNGGU, DAN KOMUNIKASI TERAPEUTIK DENGAN KEPUASAN PASIEN RAWAT JALAN PENGGUNA JAMINAN KESEHATAN DI RUMAH SAKIT PKU MUHAMMADIYAH YOGYAKARTA
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Abstract
Improving outpatient satisfaction is crucial as the coverage of health insurance through the National Health Insurance (JKN) program in Indonesia expands. This study examines three main factors: the relationship between service quality, waiting time, and therapeutic communication with the satisfaction of outpatients using health insurance at PKU Muhammadiyah Hospital, Yogyakarta. The research design used was quantitative analytical with a cross-sectional approach, with data collected from 60 outpatients using health insurance selected through purposive sampling. A questionnaire was used as the data collection instrument, and Spearman correlation was used for analysis using SPSS software. The analysis for service quality yielded a very strong relationship with patient satisfaction (rs = 0.854; p = 0.000), therapeutic communication also had a very strong relationship with patient satisfaction (rs = 0.852; p = 0.000), while waiting time produced a strong relationship with patient satisfaction (rs = 0.731; p = 0.000). These results indicate a relationship between service quality, waiting time, and therapeutic communication with the satisfaction of outpatients using health insurance at PKU Muhammadiyah Hospital, Yogyakarta.
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