Relationship between quality of health services and satisfaction of BPJS patients in Wenang Health Center
Keywords:
kualitas pelayanan kesehatan, kepuasan pasien, BPJSAbstract
Background: It is important for healthcare centers to pay attention to their quality of care as it serves as a foundation in maintaining and enhancing care quality, for the sole purpose of increasing the overall health of the population. Over 93,47% of Indonesia’s population uses national health insurance administered by BPJS. SERVQUAL is used in this study to measure quality of care which consists of reliability, responsiveness, empathy, assurance, and tangibles.
Aim: The objective of this research is to see if there is any relationship between quality of healthcare and BPJS patient’s satisfaction at Wenang Health Center, Manado city.
Methods: Quantitative and analytical research is used in this study with cross sectional study design. Survey questionnaires were distributed to a total of 110 people who received healthcare in Wenang Health Center.
Result: The result of this study indicates that there is a relationship between all dimensions of healthcare service quality and BPJS patient’s satisfaction.
Conclusion: As such, Wenang Health Center should pay attention to all the dimensions of healthcare services as to give better care to BPJS patients and in return, increase the overall health of its community.
Keywords: health service quality, patient’s satisfaction, BPJS
References
Rokom. Program Indonesia Sehat untuk capai tingkat kesehatan tertinggi. 2019. Accessed August 24, 2023. https://sehatnegeriku.kemkes.go.id/baca/umum/20190521/5530314/program-indonesia-sehat-capai-tingkat-kesehatan-tertinggi/
DJPB Kemenkeu RI. KPPN Manado ikut mengawal program JKN Provinsi Sulawesi Utara. Ditjen Perbendaharaan Kemenkeu RI. https://djpb.kemenkeu.go.id/kppn/manado/id/data-publikasi/berita-terbaru/2947-kppn-manado-ikut-mengawal-program-jkn-provinsi-sulawesi-utara.html. Published 2023. Accessed August 24, 2023.
Sitzia J, Wood N. Patient satisfaction: a review of issues and concepts. Soc Sci Med. 1997;45(12):1829-1843. Accessed December 6, 2023. https://www.sciencedirect.com/science/article/abs/pii/S0277953697001287
Puspitasari AD, Pertiwiwati E, Rizany I. Perbedaan tingkat kepuasan pasien umum dengan pasien BPJS berdasarkan mutu pelayanan keperawatan di instalasi rawat inap RSUD Ratu Zalecha Martapura. Dunia Keperawatan: Jurnal Keperawatan dan Kesehatan. 2020;8(1):93. DOI: https://doi.org/10.20527/dk.v8i1.5869
Büyüközkan G, Çifçi G, Güleryüz S. Strategic analysis of healthcare service quality using fuzzy AHP methodology. Expert Syst Appl. 2011;38(8):9407-9424. DOI: https://doi.org/10.1016/j.eswa.2011.01.103
Parasuraman A, Zeithaml V, Berry L. Conceptual model of service quality and its implication for future research. J Mark. 1985;49(4):41-50. DOI: https://doi.org/10.2307/1251430
Ferreira DC, Vieira I, Pedro MI, Caldas P, Varela M. Patient satisfaction with healthcare services and the techniques used for its assessment: A systematic literature review and a bibliometric analysis. Healthcare. 2023;11(5):639. DOI: https://doi.org/10.3390/healthcare11050639
Tambunan E. Hubungan kualitas pelayanan kesehatan dengan tingkat kepuasan pasien rawat jalan di wilayah kerja Puskesmas Aek Batu [Skripsi]. Medan: Universitas Islam Negeri Sumatera Utara Medan; 2021.
Azwar S. Reliabilitas dan validitas. 4th ed. Yogyakarta: Pustaka Pelajar; 2016.
Ghent AW. A method for exact testing of 2X2, 2X3, 3X3, and other contingency tables, employing binomial coefficients. Am Midl Nat. 1972;88(1):15-27.
Yuliana, Marchamah DNS, Desty RT. Hubungan kualitas pelayanan kesehatan dengan kepuasan pasien rawat jalan di Puskesmas X Kabupaten Grobogan. Termometer: Jurnal Ilmiah Ilmu Kesehatan dan Kedokteran. 2023;2(1):235-246. DOI: https://doi.org/10.55606/termometer.v2i1.2843
Dewi R, Jihad FF. Hubungan kualitas pelayanan kesehatan dengan kepuasan pasien rawat jalan peserta BPJS kesehatan. Jurnal Kesehatan Tambusai. 2023;4(3):3662-3671. DOI: https://doi.org/10.31004/jkt.v4i3.16977
Sekar Putri A, Listyowati R. Analisis tingkat kepuasan masyarakat terhadap mutu pelayanan publik pada masa pandemi covid-19 di kantor BPJS kesehatan kabupaten Badung. Archive of Community Health. 2022;9(1):114-126. DOI: https://doi.org/10.24843/ACH.2022.v09.i01.p08
Safitri D, Anastasya R, Layli R, Gurning FP. Hubungan mutu pelayanan kesehatan terhadap kepuasan pasien pengguna BPJS di Puskesmas Inderapura Kecamatan Pancung soal Kabupaten Pesisir Selatan. Jurnal Ilmiah Kesehatan. 2022;1(2):2829-3983. https://jurnal.arkainstitute.co.id/index.php/florona/index
Sarata MIM, Kenjam Y, Riwu YR. Hubungan mutu pelayanan kesehatan dengan tingkat kepuasan pasien rawat jalan di poli umum Puskesmas Kapan Kecamatan Mollo Utara Kabupaten Timor Tengah Selatan. Jurnal Ilmiah Kesehatan Masyarakat. 2023;2(2):456-467. DOI: https://doi.org/10.55123/sehatmas.v2i2.1833
Walukow DN, Rumayar AA, Kandou GD. Hubungan kualitas jasa pelayanan kesehatan dengan kepuasan pasien di Puskesmas Pineleng Kabupaten Minahasa. Jurnal KESMAS. 2019;8(4). Accessed November 15, 2023. https://ejournal.unsrat.ac.id/index.php/kesmas/article/view/23974/23621
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Raetasya Rachelea Rinda Wullur, Margareth Rosalinda Sapulete, Windy Mariane Virenia Wariki
This work is licensed under a Creative Commons Attribution-NoDerivatives 4.0 International License.