Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Masa Pandemi Covid-19 Berdasarkan Protokol Kesehatan - Krisan Sisdiyantoro; Eni Minarni (Fakultas Ekonomi Universitas Tulungagung, 2021)
ABSTRAK Permasalahan dalam sistem pelayanan kesehatan masa pandemi Covid-19 berupa kualitas atas pelayanan kesehatan dalam rangka menangani pandemi maupun esensial pada pelayanan kesehatan secara seimbang. Tujuan yang ditetapkan mengetahui kepuasan pasien pada masa pandemi Covid-19 terhadap kualitas pelayanan kesehatan dengan moderasi protokol kesehatan di Klinik Pratama Romo Wijoyo Tulungagung. Pendekatan eksplanatori didukung metode survei dilakukan, alat pengumpulan data primer melalui kuesioner atas 100 sampel pasien diambil secara purposive sampling. Pengujian hipotesis dilakukan dalam memberi penjelasan hubungan kausal antara variabel-variabelnya. Uji validitas dan reliabilitas dilakukan dalam uji kualitas data dengan Cronbach’s Alpha. Moderated regression analysis (MRA) digunakan dalam uji hipotesis yang sebelumnya telah dilakukan uji yakni normalitas, heteroskedastisitas dan multikolinieritas sebagai bagian pengujian asumsi klasik. Hasil uji model regresi I diperoleh bahwa hipotesis diterima, yakni kualitas atas pelayanan kesehatan mempengaruhi kepuasan pasien masa pandemi Covid-19 secara signifikan dengan nilai R2 (koefisien determinasi) sebesar 0,735. Model regresi II menunjukkan hasil penolakan hipotesis, yakni protokol kesehatan tidak memoderasi hubungan atas kualitas atas pelayanan kesehatan tersebut terhadap kepuasan pasien saat pandemi Covid-19 dan koefisien determinasi (R2) sebesar 0,746. Kata kunci: kepuasan pasien, kualitas pelayanan dan protokol kesehatan. ABSTRACT Problems in the health care system during the Covid-19 pandemic are the quality of health services in the context of dealing with the pandemic and essential health services in a balanced way. The goal set was to find out patient satisfaction during the Covid-19 pandemic with the quality of health services by moderating health protocols at the Pratama Clinic of Romo Wijoyo Tulungagung. An explanatory approach supported by a survey method was carried out, the primary data collection tool was through a questionnaire on 100 patient samples taken by purposive sampling. Hypothesis testing is carried out in explaining the causal relationship between the variables. Validity and reliability tests were carried out in the data quality test with Cronbach's Alpha. Moderated regression analysis (MRA) was used in hypothesis testing that previously do that were the normality, heteroscedasticity and multicollinearity were carried out as part of the classical assumption test. The results of the regression model I found that the hypothesis was accepted, namely that the quality of health services significantly affected patient satisfaction during the Covid-19 pandemic with an R2 value (coefficient of determination) of 0.735. Regression model II shows the results of the rejection of the hypothesis, namely the health protocol does not moderate the relationship between the quality of health services and patients satisfaction during the Covid-19 pandemic and the result of determination coefficient (R2) is 0.746. Keywords: Patient satisfaction Service quality and health protocol.