The Effect of Empathy in Improving Patient Behavioral Retention Through Patient Satisfaction and Perceived Quality at the BPJS Pamularsih Clinic, Semarang
Abstract
Ensuring the continuity of BPJS patient visits to primary healthcare facilities holds significant importance within the competitive landscape of the healthcare industry. The ability of healthcare professionals to demonstrate empathy emerges as a key determinant influencing patients' continued utilization of healthcare services, as it maximizes patient satisfaction and subsequently fosters behavioral retention. This study aims to examine the influence of empathy on patient behavioral retention through the mediating role of patient satisfaction and the moderating role of perceived quality in the research model, specifically focusing on BPJS patients at Klinik Pratama Pamularsih in Semarang City. This research employs a quantitative approach with an explanatory research design. The study population consists of patients using BPJS services at Klinik Pratama Pamularsih. A purposive sampling technique was utilized to select 100 respondents for this study. Data collection was conducted through questionnaires, and the data were analyzed using Structural Equation Modeling (SEM) based on Partial Least Square (PLS). The findings reveal that healthcare worker empathy and perceived quality serve as strategic factors in enhancing patient satisfaction and sustaining BPJS patient loyalty. Consequently, enhancing the quality of interpersonal interactions and implementing empathy-based services should be prioritized as a key focus for clinic management.
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DOI: http://dx.doi.org/10.30659/jrbi.v23i1.51690
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