HUBUNGAN KUALITAS PELAYANAN KESEHATAN DENGAN KEPUASAN PASIEN PADA KUNJUNGAN RAWAT INAP BPJS KESEHATAN DI RSD MANGUSADA

I Putu Indra Budiartawan; I Gede Artha Kusuma; Putu Ratna Suprima Dewi

Authors

I Putu Indra Budiartawan Stikes Kesdam IX Udayana
I Gede Artha Kusuma STIKES Kesdam IX/Udayana
Putu Ratna Suprima Dewi STIKES Kesdam IX/Udayana

Keywords:

Quality Dimension, Service Quality, Patient Satisfaction

Abstract

The National Health Insurance Program (JKN) organized by the Social Security Administration Agency (BPJS) based on the Regulation of the Minister of Health of the Republic of Indonesia No. 28 of 2014 aims to improve the health status of the Indonesian people by providing proper health protection. This program ensures the fulfillment of basic health needs for participants through the payment mechanism of independent contributions and government subsidies. In its implementation, service quality is an important factor that affects patient satisfaction. Quality health services, shown through the dimensions of responsiveness, assurance, tangible, empathy, and reliability, will have a direct impact on patient satisfaction. The high level of satisfaction reflects the excellent quality of service and increases patient confidence in utilizing health services. This study aims to measure the relationship between service quality and the satisfaction level of inpatient BPJS Kesehatan participants at Mangusada Hospital. This study uses a correlational design with independent variables, namely service quality, and dependent variables, namely patient satisfaction. The sampling technique used is probability sampling with a simple random sampling method, where each member of the population has the same chance of being selected as a sample. The results showed that 98% of patients who rated the quality of service as good also felt satisfied with the services provided. Statistical tests using chi-square produced a p-value of 0.031 (p < 0.05) which showed a significant relationship between service quality and patient satisfaction. Thus, it can be concluded that the quality of service affects the satisfaction of BPJS Kesehatan inpatients at Mangusada Hospital.

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