ANALISIS KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN BPJS DI KLINIK PUSDIK BRIMOB KABUPATEN PASURUAN

SISCHASARI, YOVIE (2024) ANALISIS KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN BPJS DI KLINIK PUSDIK BRIMOB KABUPATEN PASURUAN. Masters thesis, STIKES MAJAPAHIT.

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Abstract

ABSTRACT Patient satisfaction is very important to review the quality of service that is friendly, fast, precise, and the performance of reliable human resources is expected by patients who come for treatment. There are several factors that influence the satisfaction of patients who use health services. The purpose of this study was to analyze the quality of service on BPJS patient satisfaction at the Brimob Pusdik Clinic, Pasuruan Regency. This study uses a crossectional design with the population being all patients who are BPJS patients who visit the clinic with an average number of BPJS participants visiting in October, November, December as many as 1330 participants. The sample in this study amounted to 93 BPJS patients who sought treatment at the Brimob Pusdik Clinic. The measuring instrument used a questionnaire and was analyzed using logistic regression test and Structural Equation Modeling (SEM) analysis. The results of the study explained that the majority of BPJS patients at the Pusdik Brimob clinic in Pasuruan Regency stated that the quality of health services at the Pusdik Brimob Pasuruan Clinic was at a good level. The majority of BPJS patients are satisfied with the health services provided at the Pusdik Brimob Pasuruan Regency. The results of the analysis explain that service quality (tangible, assurance, reliability, empathy and responsiveness) affects patient satisfaction at the Pusdik Brimob Pasuruan Clinic. Respondents who state that the quality of service at a good level is 8.929 times more likely to be satisfied than the level of service below and 17% of patient satisfaction is determined by the quality of service provided while the remaining 83% is determined by other factors. The most dominant factor in measuring service quality is empathy, while in satisfaction the most dominant is the caring behavior provided by health workers. Therefore, synergistic efforts between health workers and clinic management are needed to be able to provide empathetic caring so that patients feel comfortable. Keywords: quality, service, satisfaction, caring, empathy.

Item Type:	Thesis (Masters)
Subjects:	R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Divisions:	Faculty of Medicine, Health and Life Sciences > School of Medicine
Depositing User:	Unnamed user with email libstikesmajapahit@gmail.com
Date Deposited:	27 May 2025 03:22
Last Modified:	27 May 2025 03:22
URI:	http://repo.stikesmajapahit.ac.id/id/eprint/789

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