Persepsi Hak Pasien Peserta JKN, Empati Penyedia Layanan Kesehatan, dan Lingkungan Fisik Rumah Sakit terhadap Loyalitas Pasien Peserta JKN

DOI: 10.29241/jmk.v10i1.1874

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Stevanus Bram Mario Wongso(1), Yanuar Ramadhan(2), Idrus Jusát(3),
(1) Program Magister Administrasi Rumah Sakit Universitas Esa Unggul Jakarta
(2) Program Magister Administrasi Rumah Sakit Universitas Esa Unggul Jakarta
(3) Program Magister Administrasi Rumah Sakit Universitas Esa Unggul Jakarta
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Abstract

Loyalitas pasien menjadi hal yang penting untuk bisnis rumah sakit, karena seiring dengan semakin banyaknya rumah sakit akan meningkatkan persaingan dalam hal pelayanan kesehatan. Tidak terpenuhinya hak pasien sebagai peserta Jaminan Kesehatan Nasional (JKN), empati pelayan kesehatan yang kurang baik, serta lingkungan fisik yang tidak memadai akan berpengaruh buruk terhadap loyalitas pasien. Penelitian ini bertujuan untuk memberikan bukti empiris adanya pengaruh persepsi mengenai hak pasien peserta JKN, empati penyedia layanan kesehatan, dan lingkungan fisik rumah sakit terhadap loyalitas pasien peserta JKN. Metode penelitian yang digunakan yaitu metode kuantitatif dengan menggunakan kuesioner sebagai instrumen pengumpulan data primer. Sampel analisis adalah individu berjumlah 186 responden yaitu pasien peserta JKN yang dirawat inap di RSMC dengan metode pengambilan sampel menggunakan purposive sampling. Selanjutnya, data dianalisis menggunakan metode statistik korelasi regresi berganda. Hasil penelitian menunjukkan adanya pengaruh positif secara simultan pada persepsi mengenai hak peserta JKN, empati penyedia layanan kesehatan, dan lingkungan fisik rumah sakit terhadap loyalitas pasien peserta JKN. Secara parsial, seluruh variabel independen berpengaruh secara positif terhadap loyalitas pasien peserta JKN. Temuan penelitian ini yaitu besar pengaruh ketiga variabel independen secara simultan lebih besar dibandingkan secara parsial terhadap loyalitas pasien di rumah sakit.

 

Patient loyalty is crucial for hospital business because as the number of hospitals increases, the competition in health services will increase as well. Failure to fulfill patient rights as National Health Insurance participants, poor empathy from healthcare workers, and inadequate physical environment will have a negative impact on patient loyalty. Thus, this study aims to provide empirical evidence regarding the effect of patient perception of National Health Insurance participant rights, the empathy of healthcare workers, and hospital's physical environment on patient loyalty of National Health Insurance participants. This study used a quantitative method with questionnaires as the instrument to collect the data. The sample in this study were 186 patients as National Health Insurance participants who hospitalized in RSMC. Purposive sampling was used as the sampling method. The data was analyzed using a statistical method which is multiple regression analysis. Results showed, simultaneously, there was a positive effect of patient perception of National Health Insurance participant rights, the empathy of healthcare workers, and hospital's physical environment on patient loyalty. Partially, all the independent variables had a positive effect on patient loyalty. This study found that the effect of all three independent variables simultaneously is greater than partially on patient loyalty.


Keywords

Persepsi; Empati; Lingkungan fisik rumah sakit; Loyalitas pasien

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