THE EFFECT OF SERVQUAL DIMENSIONS ON PATIENT SATISFACTION AMONG BPJS MANDIRI PATIENTS AT PERTAMINA CIREBON HOSPITAL

Daniel (Universitas Sangga Buana Bandung)
Welly Surjono (Universitas Sangga Buana Bandung)
Taufan Nugroho (Universitas Sangga Buana Bandung)
Vip Paramarta (Universitas Sangga Buana Bandung)
Ayu Laili (Universitas Sangga Buana Bandung)
Fitriana Ayu (Universitas Sangga Buana Bandung)

Multidiciplinary Output Research for Actual and International Issue (Morfai Journal)
Vol. 6 No. 6 (2026): Multidiciplinary Output Research For Actual and International Issue

Patient satisfaction is an important outcome of healthcare service quality, particularly in outpatient services for National Health Insurance participants. This study aimed to analyze the partial and simultaneous effects of the SERVQUAL dimensions—tangibles, reliability, responsiveness, assurance, and empathy—on patient satisfaction among BPJS Mandiri patients at the Specialist Polyclinic of Pertamina Cirebon Hospital. A quantitative cross-sectional design was used. The study population comprised 1,200 BPJS patients visiting the Specialist Polyclinic during November 2024–January 2025, and 92 respondents were selected using accidental sampling. Data were collected using a questionnaire and analyzed using descriptive analysis and multiple linear regression. The instrument consisted of 48 items; all items were valid and all variables demonstrated high reliability. The results showed significant positive effects of tangibles (t=3.066; p=0.003), reliability (t=3.690; p<0.001), responsiveness (t=3.063; p=0.003), assurance (t=4.382; p<0.001), and empathy (t=3.017; p=0.003) on patient satisfaction. Assurance was the most dominant dimension. Simultaneously, the five SERVQUAL dimensions significantly affected patient satisfaction (F=47.831; p<0.001), with an Adjusted R² of 0.702. Overall satisfaction was 78.30%, categorized as satisfied, while responsiveness had the lowest score (73.60%). The findings indicate that hospital management should maintain healthcare professionals' competence and professionalism while prioritizing waiting-time management, queue efficiency, punctuality, and responsiveness.