THE RELATIONSHIP BETWEEN THE QUALITY OF SERVICE AND PATIENT SATISFACTION OF BPJS PARTICIPANTS IN THE RAUDHAH 2-7 INPATIENT ROOM OF DR. ZAINOEL ABIDIN BANDA ACEH GENERAL HOSPITAL IN 2023

Myranda Prastama, Agustina Agustina, Hanifah Hasnur

Abstract


This study examines the relationship between the quality of health services and the satisfaction of BPJS patients in the Raudhah 2-7 inpatient ward at Dr. Zainoel Abidin General Hospital in 2023. A descriptive-analytic design with a cross-sectional approach was employed, involving 63 respondents selected through accidental sampling. Data was collected using questionnaires and interviews and analyzed using the Chi-Square test with SPSS version 22. The findings reveal a patient satisfaction rate of 69.8%, with significant associations between patient satisfaction and the dimensions of reliability (p = 0.000), responsiveness (p = 0.000), and empathy (p = 0.000). No significant associations were found with assurance (p = 0.076) and tangible aspects (p = 0.341). It is recommended that healthcare providers enhance service quality to improve patient comfort and satisfaction.

Keywords


Quality of health services, patient satisfaction, role of health workers

Full Text:

PDF

References


Juwita, Grace Siama, Lenie Marlinae, Fauzie Rahman, Program Studi, Kesehatan Masyarakat, Fakultas Kedokteran, Universitas Lambung, Departemen Kesehatan, Lingkungan Program, Studi Kesehatan, Masyarakat Fakultas, Universitas Lambung Mangkurat, Kedokteran Universitas, Lambung Mangkurat, Average Length, and Of Stay. 2017. “Hubungan Mutu Pelayanan Dengan Kepuasan Pasien Rawat Inap di Rumah Sakit Umum Daerah Tamiang LAYANG.” Jurnal Publikasi Kesehatan Masyarakat Indonesia 4(2):49–56.

Kaur, Mehma Preet, Ermi Girsang, and Sri Lestari. 2020. “Prediction of the Effect of Specialist Services on Patient Satisfaction Using the SVM Method.” Pp. 141–48 in Proceedings of the International Conference on Health Informatics, Medical, Biological Engineering, and Pharmaceutical. SCITEPRESS - Science and Technology Publications.

Malahayati, Fatimah. 2020. “Hubungan Kualitas Pelayanan Kesehatan Dengan Kepuasan Pasien Rawat Inap Pengguna Bpjs Di Rsu Madani Kota Medan.” Uviversitas Islam Negeri Sumatera Utara Medan.

Mirawati, Erna Tsalatsatul Fitriyah, and Faishol Roni. 2021. “Hubungan Mutu Pelayanan Kesehatan Dengan Tingkat Kepuasan Pasien Rawat Inap di Puskesmas Halmahera.” Jurnal EDUNursing 5(1):38–50.

Notoatmodjo. 2013. Metode Penelitian Kesehatan. Jakarta: PT. Rineka Cipta.

Nurhaida, Siti, and Sudirman. 2015. “Hubungan Kualitas Pelayanan Dengan Kepuasan Pasien Rawat Inap Di Rsud Ampana Kabupaten Tojo Una-Una.” Healthy Tadulako Journal 1(2):15–22.

Nurheda, Usman, Ayu Dwi Putri, and Putri Rusman. 2018. “Hubungan Kualitas Pelayanan Kesehatan Dengan Kepuasan Pasien Pengguna Badan Penyelenggara Jaminan Sosial (BPJS) di Puskesmas Maiwakabupaten Enrekang.” Manusia Dan Kesehatan 1(1).

Patodo, Jessiliani Arvianesta, Starry H. Rampengan, and Jootje M. L. Umboh. 2020. “Hubungan Antara Persepsi Mutu Layanan Kesehatan Dengan Kepuasan Pasien Rawat Inap Medis Di RSU GMIM Pancaran Kasih Manado.” Intisari Sains Medis 11(2):434–38. doi: 10.15562/ism.v11i2.768.

Rai Widyasari, Kadek. 2020. “Gambaran Tingkat Pengetahuan Tentang Pemeliharaan Kebersihan Gigi Dan Mulut Serta Ohi-S Pada Siswa Kelas Iii Sd Negeri 3 Sesetan Tahun 2019.” Poltekkes Denpasar 1–5.

Rofiah, Nur. 2019. “Hubungan Kualitas Pelayanan Kesehatan Dengan Kepuasan Pasien Di Puskesmas Rantang Kecamatan Medan Petisah Tahun 2019.” Universitas Islam Negeri Sumatera Utara Medan.

Safitri, Dedek, Raihanis Anastasya, Rayhan Layli, Fitriani Pramita Gurning, Departemen Administrasi, and Kebijakan Kesehatan. 2022. “Hubungan Mutu Pelayanan Kesehatan Terhadap Kepuasan Pasien Pengguna BPJS Di Puskesmas Inderapura Kecamatan Pancung Soal Kabupaten Pesisir Selatan.” Jurnal Ilmiah Kesehatan 1(2):2829–3983.

Tjiptono, F., and G. Chandra. 2016. Service, Quality Dan Satisfaction. Yogyakarta: Andi Offset.

Tokalese, M. E., A. J. Rattu, and J. Wantania. 2015. “Analysis of Patient Satisfaction on Perceptions of Quality of Midwifery Services in Inpatient Services at Prof. Dr. RD Kandou Manado.” CABI Digital Library.

Tridiyawati, Feva, and Deska Prahasta. 2022. “Hubungan Mutu Pelayanan Kesehatan Terhadap Kepuasan Pasien BPJS Kesehatan.” Jurnal Ilmu Kesehatan Masyarakat 11(02):144–50. doi: 10.33221/jikm.v11i02.774.

Walukow, Desy N., Adisti A. Rumayar, and Grace D. Kandou. 2019. “Hubungan Kualitas Jasa Pelayanan Kesehatan Dengan Kepuasan Pasien di Puskesmas Pineleng Kabupaten Minahasa.” Jurnal Kesmas 8(4).

Widodo, Tri. 2020. “Kualitas Pelayanan Kesehatan Di Puskesmas Rawat Inap Sumbersari Bantul Kota Metro.” Jurnal Tapis: Jurnal Teropong Aspirasi Politik Islam 16(1):45–52.

World Health Organization. 2020. International Statistical Classification of Diseases and Related Health Problems. 11th ed.

World Health Organization. 2023. “Disability and Health.”




DOI: http://dx.doi.org/10.22373/psikoislamedia.v10i1.28551

Refbacks

  • There are currently no refbacks.


Copyright (c) 2025 Myranda Prastama

Psikoislamedia: Jurnal Psikologi has been indexed by:

  ​

Psikoislamedia: Jurnal Psikologi
P-ISSN 2503-3611
E-ISSN 2548-4044
Published by Fakultas Psikologi, Universitas Islam Negeri (UIN) Ar Raniry Banda Aceh