PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN BPJS DI KLINIK PRATAMA MEDIKA UTAMA SEMARANG YANG DIMEDIASI OLEH KECERDASAN EMOSIONAL

Abstract

The success of the Semarang Primary Medical Clinic services management company can be
indicated through patient satisfaction as a consumer for the services of the services it receives. To
support patient satisfaction, emotional intelligence possessed by employees also plays a role in
supporting the services provided as HR from the Semarang Primary Medical Clinic services
company. The purpose of this study was to determine the effect of service quality on patient
satisfaction BPJS Semarang Medika Utama Clinic mediated by employee emotional intelligence.
The theory used in this study is the theory of customer satisfaction, service quality theory and
the theory of emotional intelligence. This research approach is a quantitative approach with
descriptive analysis method. The pollution is 348 people with BPJS patients at the Main Medika
Clinic Semarang. The sample of this study was 78 people, taken with simple random sampling
technique, through questionnaires with 1-5 likert scale which was then analyzed by multiple linear
regression analysis and mediation test.
This study shows that the quality of service partially and simultaneously influences the
satisfaction of BPJS patients at the Medika Utama Clinic with the influence of the strongest dimension
coming from the dimension of physical evidence of service. Emotional intelligence also affects patient
satisfaction, which is shown by the number t count of 50.208 and t table of 1.99085, so this indicates
an accepted hypothesis. In addition, emotional intelligence is only able to mediate the effect of
responsiveness dimensions of service quality on BPJS patient satisfaction at the Pratama Medika
Utama Semarang Clinic, which is indicated by the known bootstrapping error value 0.2901 higher
than 0.2836 and significant at 0.0000. The conclusion is that emotional intelligence is only able to
mediate the influence of the dimensions of responsiveness to patient satisfaction. The suggestion of
this research should be in the framework of preparing the service provider company policy, it is
necessary to consider the price and quality of the products produced from these services so that in
the future the company can increase customer satisfaction which in turn can foster customer loyalty.
Keywords: service quality, patient satisfaction, emotional intelligence, BPJS patients.