Service Quality, Waiting Time, Therapeutic Communication and Infrastructure on Patient Satisfaction

Abstract

This study aims to analyze the influence of service quality, waiting time, therapeutic communication, and infrastructure on the satisfaction of outpatients participating in BPJS at Gantiwarno Community Health Center, Klaten Regency. The study used a quantitative approach with a survey method. The study population was outpatients participating in BPJS with an average of 2,000 visits over the past three months. The study sample consisted of 100 respondents selected using probability sampling techniques with a random sampling method. Data collection was carried out through distributing questionnaires, while data analysis used multiple linear regression. The results of the study show Based on the results of data analysis and hypothesis testing, it can be concluded that work discipline and transfers have a positive and significant effect on job satisfaction and employee performance at the Surakarta Class IA Religious Court. In addition, job satisfaction is also proven to have a positive and significant effect on employee performance. The results of the study indicate that job satisfaction acts as a mediating variable that is able to positively and significantly mediate the effect of work discipline on employee performance, as well as positively and significantly mediate the effect of transfers on employee performance.