Analysis of Service Quality, Insurance Services and Patient Experience on Patient Satisfaction at Hospital X Semarang
Abstract
This research is motivated by the dynamics of patient visits at X Semarang Hospital, where in the January-June 2025 period the number of patients with private, public, and corporate insurance guarantors decreased by around 5%, while BPJS patients increased by around 8% compared to the same period the previous year. This condition shows a change in public preferences in choosing health services, accompanied by initial findings in the form of complaints about the length of the administrative process, the comfort of facilities, and service communication that is not optimal. The study aims to analyze the influence of service quality, insurance services, and patient experience on patient satisfaction at X Semarang Hospital. The research uses a quantitative approach with explanatory research and cross-sectional design. The study population was all adult inpatients using BPJS and private insurance at RS X Semarang. A sample of 262 respondents was determined using the Lemeshow formula with a purposive sampling technique, with the criteria of age 20-40 years, undergoing a minimum of three days of hospitalization, and willing to be a respondent. Data collection was carried out through a five-point Likert scale questionnaire that has been tested for validity and reliability. Data analysis using IBM SPSS through descriptive statistics, classical assumption tests, multiple linear regression, t tests, F tests, and determination coefficients (R²). The results showed that partially the quality of service had a positive and significant effect on patient satisfaction (p<0.05), insurance services had a positive and significant effect on patient satisfaction (p<0.05), and patient experience had a positive and significant effect on patient satisfaction (p<0.05). Simultaneously, the three variables had a significant effect on patient satisfaction with a Fcal value of 268.661 > Ftable of 2.65 and a significance of 0.000. A determination coefficient value of 0.758 indicates that 75.8% of the variation in patient satisfaction can be explained by the quality of service, assurance service, and patient experience, while 24.2% is influenced by other factors outside the model. This study emphasizes that improving patient satisfaction requires an integrated strategy through improving service quality, facilitating a guarantee system, and managing the patient experience on an ongoing basis.
Keywords: Service quality, insurance services, patient experience, patient satisfaction, hospital
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DOI: http://dx.doi.org/10.30829/contagion.v8i3.29594
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