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All Journal CHEMPUBLISH JOURNAL SCIENCE TECH: Jurnal Ilmiah Ilmu Pengetahuan dan Teknologi JBMP (Jurnal Bisnis, Manajemen dan Perbankan) al-Afkar, Journal For Islamic Studies Pendas : Jurnah Ilmiah Pendidikan Dasar Jurnal Pengabdian Magister Pendidikan IPA Abditani : Jurnal Pengabdian Masyarakat Jurnal Riset Akuntansi Aksioma Coopetition : Jurnal Ilmiah Manajemen JURNAL ILMIAH EDUKATIF JOURNAL of LEGAL RESEARCH Jurnal Akuntansi, Manajemen dan Ilmu Ekonomi (JASMIEN) These proceedings represent the work of researchers participating in The International Conference on Elementary Education (ICEE) which is being hosted by the Elementary Education Study Programme School of Postgraduate Studies, Universitas Pendidikan International Journal of Economics, Management, Business, and Social Science Jurnal Studi Islam Lintas Negara (Journal of Cross-Border Islamic Studies) Tafkir: Interdisciplinary Journal of Islamic Education Agro Tatanen prosiding seminar nasional Agrivet: Jurnal Ilmu-ilmu Pertanian dan Peternakan LAWSUIT JURNAL PERPAJAKAN Jurnal Akuntansi Manajemen (JAKMEN) International Journal of Business and Applied Economics (IJBAE) Economics and Business Journal Khulasah : Islamic Studies Journal JURNAL ILMIAH HUKUM DAN KEADILAN JURNAL PILAR KEADILAN Journal of Entrepreneur and Business International Journal of Accounting, Management, Economics and Social Sciences (IJAMESC) Inisiatif: Jurnal Dedikasi Pengabdian Masyarakat Journal of Mandalika Literature Indonesian Proceedings and Annual Conference of Islamic Education (IPACIE) Jurnal Ilmiah Research and Development Student Al-Zayn: Jurnal Ilmu Sosial & Hukum Jurnal Agro Veteriner Sriwijaya Accounting Community Services Prosiding Dedikasi: Pengabdian Mahasiswa Kepada Masyarakat IJHABS Jipmor: Jurnal Ilmu Pendidikan Dan Humaniora Jurnal Ilmu Pemerintahan Indonesia Economic Journal Ulul Albab: Journal Dak'wah and Social Religiousity
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Journal : JBMP (Jurnal Bisnis, Manajemen dan Perbankan)

 1 
Analysis of the Relationship Between Service Quality, Healthcare Facilities, Patient Satisfaction, and the Intention To Migrate BPJS Patients to Other Healthcare Facilities at Wonokusumo Health Center: Analisis Hubungan Antara Kualitas Layanan, Fasilitas Kesehatan, Kepuasan Pasien, dan Niat untuk Memindahkan Pasien BPJS ke Fasilitas Kesehatan Lain di Pusat Kesehatan Wonokusumo Puspitasari, Tri; Burhanudin; Rachmat, Basuki
JBMP (Jurnal Bisnis, Manajemen dan Perbankan) Vol. 11 No. 2 (2025): September: JBMP Vol.11 No. 2 2025
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/jbmp.v11i2.2230

Abstract

The increasing number of patient visits at the Wonokusumo Community Health Center demonstrates the importance of first-level healthcare facilities (FKTP) as the frontline of the National Health Insurance (JKN) service. Wonokusumo Community Health Center experienced a decline in patient satisfaction, leading to a desire to migrate to other healthcare facilities. This study aims to analyze the relationship between service quality and healthcare facilities on patient satisfaction and their impact on BPJS patient migration intentions. A quantitative approach was used with the Structural Equation Modeling-Partial Least Squares (SEM-PLS) method. The sample consisted of 252 BPJS patients using Maternity and Child Health (KIA) clinic services, selected using the purposive sampling technique. The results showed that service quality had a p-value of 0.003 and health facilities had a p-value of 0.007, both significantly influencing patient satisfaction, while patient satisfaction significantly influenced the desire to migrate with a p-value of 0.000. Health facilities and service quality did not significantly influence the desire to migrate for BPJS patients, with p-values of 0.161 and 0.101, respectively. This study provides important implications for the management of community health centers, focusing on improving service quality and facilities to maintain patient loyalty.
Co-Authors Adam Idris Agustiani, Eka Agustono, Bodhi Ahmad Baihaki Aisyah Fadiatu Rizqi Andika Putra Anwar Alaydrus Basuki Rachmat Bijaksana, Arif Budhy Saputro , Firdaus Chasanah , Eva Nur Dadang Sunendar DARSONO Desti S.Alfiah Dia Ananda Dian Diana Octaviani, N EMI SALMAH Endang Astuti Endriani, Ani Erwin Resmawan Faisal Fikri Fatiah Rahmi Febryane, Rimelke Rahmadea Fetia Wardhani, Wini Fifi Aprilia Yulianti Firdaus Budhy Saputro Fitri Anggraeni Fitria, Dona Ghufron Abdullah Habeahan, Rasman Helmi Heriyadi Hesti Purnama Sari I Dewa Gde Bisma Ika Karyaningsih Imam Syahid Indah Pangesti Intan Halifa Ismi, Anisa Iwan Kusuma Negara Iyan Tri Suryanto Kapti Riyani Kasful Anwar Khairul Insana Kodriyah Kundrat Kundratr Kuswantoro, Ferri Lily Sumarti Linda Utami Lisannul Abror, Farahdiba Bagiawan Mahyudin Nasir Mara Sutan Rambe MARIA BINTANG Maryanto Masjaya Maulia Githa Ustadztama Medianto Basuki Meliana Indriani Muh Ali Bagas Muh. Jamal Amin Muhamad Ridwan Alfatah Muhammad Azharreza Aufa Muhammad Fahad Muhammad Ishar Helmi, Muhammad Ishar Muhammad Miftahuddin Muhammad Taufiq Abadi MUHAMMAD ULIN NUHA MULYADI Mustoip, Sofyan Musviyanti Nanola, Nouval Nata Aurellia Nelti Nur Hariyanti Nur Khamisah Nur Mahmudah Nurarifah Aini Nurliyana Nurul Ambiya Nusdianto Triakoso Oktavianus Resky Panala Prastiya, Ragil Angga Puput Putriyani Putri Amanda Ardita Rahamusa, Wafi Putra Rahmadia Febryane, Rimelke Rani Fitria Andriani Ratna Damayanti Reza Kurniawati Ria Anisatus Solihah Rifqi Sofwan Aziz Risman Hariwibowo Rizka Herman Romlah Salamah Sayyid Ahmad Asshidiqi Siregar, Sina Wardani Sofi Ana Nurmaliki Sofyan Sauri Sukiyaningsih, Tri Wahyuni Sumarta Sumarta Sumarti, Lily Sunaryo Hadi Warsito Syafrudin Syifa Destya Salsabila Tiara Sukmawati Tien Setyaningtyas Tina Rosa Tri Puspitasari Widari Hikmanda Wijaya, Herman Wini Fetia Wardhiani Wiwi Robiah Adawiyah Wiwin Arifin Wiwin Puji Ningsih Wulida, Yawma Yana Ulfa Yusnaini Yusrizal