Pengaruh Kualitas Pelayanan dan Waktu Tunggu Terhadap Kepuasan Pasien BPJS Pada Klinik Pertamina IHC Bintaro

This study aims to analyze the effect of service quality and waiting time on BPJS patient satisfaction at Pertamina IHC Bintaro Clinic. A quantitative approach with an associative research design was employed. Data were collected through questionnaires distributed to 30 BPJS patients. Service quality was measured using five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The data were analyzed using multiple linear regression, with hypothesis testing conducted through t-tests and an F-test, as well as the coefficient of determination. The results indicate that service quality has a positive and statistically significant effect on patient satisfaction, with a regression coefficient of 0.307, a t-value of 7.533, and a significance level of 0.000. Waiting time has a positive regression coefficient of 0.256; however, its partial effect is not statistically significant, with a t-value of 1.246 and a significance level of 0.223. Simultaneously, service quality and waiting time have a significant effect on patient satisfaction, as indicated by an F-value of 185.683 and a significance level of 0.000. The coefficient of determination (R Square) of 0.932 indicates that both independent variables explain 93.2% of the variation in patient satisfaction. Nevertheless, the normality test indicates that the regression residuals are not normally distributed; therefore, the regression findings should be interpreted cautiously. This study highlights the importance of improving service quality and continuously evaluating waiting-time management as part of efforts to enhance BPJS patient satisfaction.