The Analysis of Services Quality and Satisfaction of BPJS Patient at X Public Health Center Counter Kediri City
DOI:
https://doi.org/10.30994/jnp.v6i1.294Keywords:
BPJS, satisfaction, services qualityAbstract
Background: There are still many people who do not know about the National Health Insurance itself, the ease of treatment using the National Health Insurance has not been fully successful, because of the length of bureaucracy and the lack of facilities and infrastructure to support the National Health Insurance program.
Purpose: The purpose of this study was to see correlation between services quality and satisfaction BPJS Patients.
Methods: A correlational study methodology was used with a group of BPJS Patients. To obtain 30 individuals, a consecutive sampling procedure was used. The data was analyzed using the Spearman rho statistical test, with a significance threshold of = 0.05.
Results: The data revealed that, of the 30 respondents, the majority, 26 respondents (80 percent), stated that the services quality was good, and the majority had adequate satisfaction, 25 respondents (83 percent ). The results of the analysis of the spearman rho test obtained a p-value = 0.000 which is less than the value of alpha (0.05) so it can be concluded that H0 is rejected, meaning that there is a relationship between the services quality and the satisfaction of BPJS patients at X Public Health Center Kediri City.
Conclusion: Based on the study's findings, it is possible to conclude that there is a link between the services quality and the satisfaction of BPJS patients. The study's findings also suggest that services quality can increase satisfaction because patient will have loyalty if public health center can ensure services quality to BPJS patient.
Downloads
References
A. Aziz, Alimul Hidayat. 2017. Nursing Research Methods and Data Analysis Techniques. Jakarta : Publisher. Salemba medicine.
Alamsyah, D. 2019. Management Service Health. Yogyakarta : Muha medicine.
Arsepta, A, A. 2018. Factors Relating to Service Quality Towards Patient Satisfaction of Outpatient Commercial Insurance Participants at Syafira Hospital. Pekanbaru : Thesis STIKes Hangtuah.
Azwar A. 2020. Maintaining the Quality of Health Services Application of the Solving Circle Principle problem . Jakarta: ray library hope; 2020.
Burhanuddin, N. 2019. The Relationship between Health Service Quality and Patient Satisfaction HOSPITAL Sheikh Yusuf Gowa . Journal MKMI , 12 (1), 41–46. http://journal.unhas.ac.id/index.php/mkmi/article/view/552/377.
bustami, 2018. Guarantor Quality Service Health & Accept The stability. field : Erlangga.
Dervish, S. D. 2017. Method Research . Jakarta : EGC.
Ministry of Health RI. 2021. Health Profile of Indonesia 2021 : Towards a Healthy Indonesia 2020. Jakarta : Department Health RI.
Emi Ellia astutic, Ahmad Efrizal Amrullah, Said Madijanto, 2020. Connection Quality Health Services With Patient Satisfaction BPJS Outpatient Participants. Journal Health dr. Soebandi Vol. 8, No. 2 http://journal.stikesdrsoebandi.ac.id/ Publisher : LP3M STICK dr. Soebandi Jember.
Etilidawati, E., & Handayani, DY 2018. The Relationship of the Quality of Health Service Quality With Satisfaction Patient Participant Guarantee Health National. designing, 15 (3), 142–147. https://doi.org/10.30595/medesigns.v15i3.2078.
Hanna Pearl, Diana Mayasari, Eliza Techa Fattima, Cynthia Saputri, 2018. Relationship Quality Service With Satisfaction Patient Participant BPJS in Room Treat stay Internal Medicine RSUD dr. H Abdul Moeloek. JK Unila | Volume 2 | Number 1 | February 2018 | 31.
Irawan, handi, 2020. Satisfaction customer . Jakarta : PT Gramedia. References.
Irawan H. 2018. The principle of customer satisfaction . Edition 8. Jakarta: Elex media komputindo; 2018.
Kurnia, S., Hastuti, W., Mudayana, A. A., & Nurdhila, A. P. 2018. Connection Quality Services with Patient Satisfaction BPJS Participants at Regional General Hospitals Yogyakarta . 11 (2), 161–168. https://doi.org/10.12928/kesmas.v11i2.7260.
Marian tonic, Ricky Wiranata, 2020. Connection Quality Service Health With Satisfaction of Inpatients of BPJS Health Participants at Selasih Hospital, Pangkalan Kerinci, Pelalawan Regency in 2015. Journal of Hospital Administration and Management Vol 1, No. 1, June 2020.
Maulina, L., Madjid, TA, & Chotimah, I. 2019. Patient Satisfaction of BPJS Participants in Unit Treat stay Public health center Cibungbulang Regency Bogor Year 2019 . Journal Student Health society , 2 (2), 130–136.
Minister of Health of the Republic of Indonesia, 2019. The legal basis for the implementation of the BPJS program . Muninjaya, 2019. Quality Management of Health Services . Jakarta: EGC; 2019. notoatmodjo, Soekidjo. 2017. Methodology Study Health. Jakarta : Rineka Create.
Nursalam, 2017. Draft and Application Methodology Study Knowledge Nursing. Jakarta : Salemba Medika.
Nursalam, 2017. Satisfaction Customer . Jakarta : PT Gramedia. Libraries, 2018.
Pohan, 2019 . Factor - Factor Which Influence Search Service Health.
Salemba medicine. 2019.
Purwanto, S. 2018. Satisfaction Patient To Service home Sick, http://permatabunda.co.id/index.php/article-kesehatan/85-kepuasan?format=pdf ,. in access day Monday 27 April 2018, o'clock 11:35 am.
Purwoastuti, E. & Walyani, E, S. 2020. Quality Service Health & Midwifery.
Yogyakarta: Pustakabarupress.
Patience, 2019. Draft Satisfaction . grammar Indonesia : Jakarta.
Sari, 2020. Quality in Goetsh and Davis. Service Quality . Indonesian Gramedia : Jakarta.
Sugiyono, 2017. Qualitative Research Methods and R&D ( Revised Edition ). Bandung : CV. Alphabet.
Thabrany, H. 2020. National Health Insurance. Jakarta : PT RajaGrafindo Persada. Tjiptono, 2020. Dimension Quality Service . Print Second. Surabaya : Airlangga UniversityPress.
Wijono, D. 2020. Management quality service health. Theory, Strategy and Application.
Volumes.1. Print Second. Surabaya : Airlangga University Press.
wolper, Laurence. 2020. Administration Service Health Principle, Practice, Submission.
Jakarta : Publisher Book Medical EGC.
Yustisia V. 2019. Guide official get guarantee health from BPJS . Edition I. Jakarta: Visimedia; 2019.
Zeitham and Berries in Tjiptono, 2019. Aspect - Aspect Satisfaction patient . Jakarta : PT grammar. References.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2022 Journal Of Nursing Practice
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
