PENGARUH KUALITAS PELAYANAN DAN KEPUASAN MASYARAKAT TERHADAP KEPERCAYAAN PESERTA PBPU BPJS KESEHATAN PADA BPJS KESEHATAN KOTA SUNGAI PENUH

FRANKY FEBRIADI, EDWIN BUSTAMI, FLORA LIDIA SANDI

Abstract

This study took place at BPJS Kesehatan Kota Sungai Penuh with the formulation of the problem whether there is a partial or simultaneous influence of service quality and trust on the trust of PBPU BPJS Kesehatan Kota Sungai Penuh participants. This study uses a quantitative approach where data is obtained through the distribution of questionnaires at BPJS Kesehatan Kota Sungai Penuh as many as 100 PBPU participants who then analyze the data using SPSS Version 27 application software so that accurate information can be obtained. The conclusion of this study is that simultaneously the influence of service quality and community satisfaction has a positive effect on the trust of participants in the PBPU BPJS Kesehatan Kota Sungai Penuh and partially service quality and community satisfaction have a positive effect on trust, while the most dominant variable affecting the trust variable is the community satisfaction variable.