PENGARUH KUALITAS PELAYANAN BPJS KESEHATAN TERHADAP KEPUASAN PASIEN RAWAT JALAN DI UPTD PUSKESMAS BANDAR KOTA PAGAR ALAM
DOI:
https://doi.org/10.54342/stie-je.v11i2.167Keywords:
Service Quality, Patient SatisfactionAbstract
The aims of this study were 1) to determine the effect of BPJS Health service quality
on outpatient satisfaction at UPTD Bandar Kota Pagar Alam Health Center, 2) to
determine the relationship between BPJS Health service quality and outpatient
satisfaction at UPTD Puskesmas Bandar Kota Pagar Alam. The research method
used is associative research type. Primary data were obtained from questionnaires
distributed to 96 respondents who were outpatients at the UPTD Puskemas Bandar
Kota Pagar Alam. Secondary data was obtained through literature study (relevant
books and literature) and agency internal data. The indicators used were obtained
from this study, namely the dimensions of BPJS Service Quality (X) and the
dimensions of Patient Satisfaction (Y). Based on the results of the analysis of
research that has been done, that the correlation calculation in this study, the effect of
service quality (X) on patient satisfaction (Y) the correlation value of 0.608 means
that there is a correlation value in a strong level and a positive sign on the correlation
coefficient indicates a unidirectional relationship between quality service (X) with
patient satisfaction variable (Y) at UPTD Puskesmas Bandar Kota Pagar Alam.
There is an influence of service quality on patient satisfaction of UPTD Puskesmas
Bandar Kota Pagar Alam. Based on this statement, it means that Ha can be accepted.
References
Kirom, Bahrul. (2015). Mengukur Kinerja Pelayanan dan Kepuasan Konsumen. Bandung: Pustaka Reka Cipta.
Sugiyono. (2016). Metode Penelitian Pendidikan. Pendekatan Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.
Supranto, (2011). Pengukuran Tingkat Kepuasan Pelanggan. Jakarta: Rineka Cipta.
Jurnal/Prosiding/Disertasi/Tesis/Skripsi
Baby Silvia Putri. (2017). Pengaruh Kualitas Pelayanan BPJS Kesehatan Terhadap Kepuasan Pengguna Perspektif Dokter Rumah Sakit Hermina Bogor. Jurnal Riset Manajemen dan Bisnis Vol.2, No.1, Februari 2017.
Idah Yuniasih. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien pada Puskesmas Mangunjaya Kabupaten Bekasi. Mabiska Jurnal - Vol.5 Nomor 1 (Januari – Juni 2020).
Noor Hafida Widyastuti. (2020). Pengaruh Kualitas Pelayanan Konservasi Gigi Terhadap Kepuasan Pasien Bpjs Di Fasilitas Kesehatan Tingkat Pertama Kota Surakarta (Kajian di Puskesmas Gajahan). Jurnal Universitas ‘Aisyiyah Yogyakarta tahun 2020.
Rifqi Muzakki. (2020). Pengaruh Kualitas Pelayan Dan Fasilitas Terhadap Kepuasan Pasien Rawat Jalan Pada UPTD Puskesmas Pringsewu Kab.Pringsewu. IBI DARMAJAYA Bandar Lampung, 26 Agustus 2020.
Sam Hermansyah, Sapri, Nurlina Angreani. (2020). Pengaruh Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Puskesmas Kecamatan Panca Rijang Kabupaten Sidenreng Rappang. JSIP: Jurnal Studi Ilmu Pemerintahan Volume 1, No 2 Agustus 2020.
Viktor Edyward Marbun. (2020). Pengaruh Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien BPJS Kesehatan Di Puskesmas Patumbak Kabupaten Deli Serdang Tahun 2020. Jurnal Inovasi Kesehatan Masyarakat Vol. 2 No. 1 Edition: November 2020 – April 2021.