PENGARUH PENGENDALIAN ADMINISTRATIF DAN MUTU PELAYANAN TERHADAP PERSEPSI KEPUASAN PASIEN RAWAT JALAN BPJS DI RSUD BUDHI ASIH, JAKARTA TIMUR

Abstract

The purpose of this study aims was to analyze the influence of administrative control (X1) and service quality (X2) of BPJS-K’s outpatient patients satisfaction on RSUD Budhi Asih, East Jakarta. (Y). Design research with analysis deskriptive method using          questionnaire as research instrument. Sampling technique used in this research is non probability sampling with random stratification method. The respondents were those outpatient patients who use BPJS-K. Data analysis is based on 250 complete questionnaires and fulfilled the inclusion criteria. The result of data processing with SPSS 23.0 showed that administrative control partially influenced the BPJS-K’s outpatient patients satisfaction. Similarly, the service quality partially influenced the BPJS-K’s outpatient patients satisfaction. Simultaneously, administrative control  and service quality  influenced the BPJS-K’s outpatient patients satisfaction