PENGARUH KUALITAS PELAYANAN PENDAFTARAN ONLINE TERHADAP KEPUASAN PASIEN RAWAT JALAN DI RSUD DR SOEDIRMAN KEBUMEN

Abstract

The aim of this research is to determine the effect of the quality of online registration services on outpatient satisfaction at Dr Soedirman Hospital, Kebumen. The population used in this research is BPJS outpatient internal medicine patients at Dr Soedirman Hospital, Kebumen who receive treatment by registering online. . The population of BPJS outpatient internal medicine patients for one month is = 50 x25 = 1250 patients. The sampling technique used was random sampling, namely 125 patients. Data collection techniques in this research were obtained by observation, interviews, questionnaires, documentation and literature study. The data analysis technique in this research uses simple linear regression analysis, coefficient of determination and t test. The results of the simple linear regression equation are Y=7.756+0.799X, meaning the constant coefficient is 7.756. This means that if the value of the service quality variable is 0 (zero ), then the level or magnitude of the patient satisfaction variable is 7.756. The value is 0.799, which means that the service quality variable increases by 1 unit and other variables are considered constant, so the level of patient satisfaction is 0.799. The calculation result of the coefficient of determination of the R Square value is 0.739, meaning that the service quality variable contributes 73% to patient satisfaction, while the remaining 27% (100%-73%) is likely influenced by other variables not studied such as promotion, location, quality. environmental and safety guarantees. The results of the t test obtained that tcount was greater than ttable (12,154 > 1.979) and a significant level of (0.000 < 0.05), so Hodi was rejected and Hadi was accepted, which means that there was a positive and significant influence between the service quality variables on patient satisfaction at RSUD DR Soedirman, Kebumen. Based on the results of the research and analysis that has been carried out, the author provides suggestions, namely this application can be developed using an even simpler method. So that the online registration queue process can be more effective and efficient, benefiting patients and the administration of Dr Soedirman Hospital, Kebumen.