Analysis of The Relationship Between Service Quality, Health Facilities, Satisfaction, and The Desired Migration of Bpjs Patients to Other Health Facilities at The Wonokusumo Community Health Center

Abstract

This study examines the influence of service quality, healthcare facilities, and patient satisfaction on the intention of BPJS patients to migrate to other healthcare facilities at Wonokusumo Community Health Center. The results indicate that service quality has a positive and significant effect on patient satisfaction, with key factors such as staff friendliness, timeliness of service, and ease of administration contributing significantly to patient satisfaction. The availability of high-quality healthcare facilities, such as clean and comfortable rooms, also positively influences patient satisfaction. However, while service quality and healthcare facilities enhance patient satisfaction, they do not significantly impact the likelihood of patient migration. Other factors, including personal relationships with healthcare workers, location, and external factors such as BPJS bureaucracy, play a more substantial role in patients' decisions to migrate. The study emphasizes the importance of a holistic approach in healthcare service delivery, highlighting the need for better communication, empathy, and administrative efficiency to retain patients and reduce migration intentions.