THE ROLE OF HOSPITAL SERVICE QUALITY IN THE NATIONAL HEALTH INSURANCE / JAMINAN KESEHATAN NASIONAL (JKN) ERA AND THE COVID-19 PANDEMIC

Abstract

Fewer people are visiting the outpatient clinics at Pandan Arang Hospital, Boyolali, due to the Covid-19 pandemic and the hospital class transi­tion, with the exception of the Gastroentero Hepatology (GEH) clinic. The primary focus of this research is to learn how the GEH clinic's administration can improve service quality to attract and retain patients. This research aimed to identify the factors (service quality, customer experience, and perceived va­lue) that lead to trust, satisfaction, and loyalty among consumers and patients when choosing healthcare providers. This study used a Sequential Exploratory de­sign with a mixed-method approach, interviewing GEH's management and con­sultant doctors first and then sending out questionnaires to 307 patients of the GEH clinic at various times. Based on this research, Pandan Arang Hospital has the necessary facilities and staff to qualify as a type B hospital. Pandan Arang Hospital provided outpatient services during the pandemic, with a sepa­rate service flow for Covid-19 and Non-Covid-19 patients, as the World He­alth Organization and the Ministry of Health recommended. Quantitative stu­dies show a positive and significant connection between service quality, custo­mer experience, and perceived value on trust. Then, there's a powerfully positi­ve connection between service quality, the value customers perceive they rece­ive, and their level of trust in the company. Further, a positive and statistically significant correlation exists between contented customers and continued busi­ness.