THE INFLUENCE OF ROLE MANAGER AND SERVICE QUALITY TO THE SATISFACTION OF BPJS MEMBERS ON PUBLIC HEALTH CENTER LUBUK BUAYA PADANG

Abstract

This research is motivated by the manager role and service quality at Lubuk Buaya Public Health Center which is still relatively low in providing public service quality on health field, so it didn�t satisfied BPJS members. The purpose of this research was to explain the manager role in improving the service quality and its satisfaction influence to BPJS members at Lubuk Buaya Public Health Center, Padang City. This research used a quantitative method with four exogenous variables; interpersonal manager role (X1), informational manager role (X2), decisional manager role (X3), and service quality (X4), besides one endogenous variable, was the satisfaction of BPJS members (Y). This data were gathered through the questionnaires that had validated and reliably first, not only in its contents, but also in its items. The participants of this research were about 36.422 who were all BPJS members at Lubuk Buaya Public Health Center, Padang City. This research used Slovin formula, with 5% standard error, so the participants in this research were 396. The sample in this research was collected in two ways: (1) cluster sampling technique, and (2) proportional stratified random sampling technique. This analysis used regression and path analysis. The findings showed that this model, except the interpersonal satisfaction influence, can be used as a new model in public service, especially at Lubuk Buaya Public Health Center, Padang City, in order to improve the satisfaction of BPJS members for their health service field.