THE ROLE OF HEALTH LITERACY IN MODERATING THE INFLUENCE OF HEALTH SERVICES ON DECISION MAKING TO USE BPJS

This study aims to examine the effect of health services on decision making on the use of BPJS at the XYZ Hospital, Malang, Indonesia. In addition, this study also aims to examine health literacy as a moderating variable in the influence of health services on the decision to use BPJS. The population in this study were patients who were treated, inpatient and outpatient at XYZ Hospital. The sampling technique used was purposive sampling and 115 samples were obtained. The data analysis used in this study is multiple linear regression. The results showed that the reliability and ethical dimensions of health services had a significant effect on the decision to use BPJS. The results of this study also show that health literacy is able to moderate the influence of health services on the decision to use BPJS. However, the moderating effect is not on all dimensions, but only on the dimensions of reliability, competence, accessibility and credibility.