PUTRI, ARGHI CHARISMA (2025) FAKTOR-FAKTOR YANG BERPENGARUH TERHADAP TINGKAT KEPUASAN PESERTA JKN PADA PELAYANAN FKTP DENGAN VARIABEL MEDIASI KUALITAS PELAYANAN DI PUSKESMAS BALEN KABUPATEN BOJONEGORO. Masters thesis, STIKES MAJAPAHIT.
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Abstract
Background: Service satisfaction is one of the key indicators of successful healthcare delivery to the community. Primary Health Centers (Puskesmas), as the backbone of primary healthcare services, are required to maintain high service quality. Objective: This study aimed to analyze the factors influencing the satisfaction of National Health Insurance (JKN) participants with primary healthcare facility (FKTP) services at Balen Primary Health Center, with service quality as a mediating variable. Methods: This study employed a quantitative analytic design. Independent variables included JKN membership type, participant knowledge, physical facilities, equipment and supplies, and human resources (HR). The dependent variable was FKTP service satisfaction, with service quality as the mediating variable. A total of 324 respondents were selected using the Slovin formula and simple random sampling technique. Data were collected through questionnaires using Guttman and Likert scales and analyzed with Structural Equation Modeling Partial Least Squares (SEM-PLS). Results: Participants receiving Contribution Assistance (Penerima Bantuan Iuran or PBI) reported significantly lower satisfaction levels compared to Non-PBI participants (p < 0.001; T = 5.082). Knowledge (p < 0.001; T = 5.082), physical facilities (p < 0.001; T = 10.749), and HR (p < 0.001; T = 10.539) had positive and significant effects on service satisfaction, while equipment and supplies showed no significant effect (p = 0.077; T = –0.249). Mediation analysis indicated that only HR had both a direct and indirect significant effect on satisfaction through service quality, with service quality acting as a partial mediator (p < 0.001; T = 0.336; VAF = 26%). Conclusion: Strengthening HR not only directly improves participant satisfaction but also indirectly enhances perceptions of overall service quality. Improving HR quality should be a strategic priority to increase satisfaction with FKTP services. Keywords: Puskesmas, Satisfaction, Quality, Service, HR
| 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: | 11 Dec 2025 01:57 |
| Last Modified: | 11 Dec 2025 01:57 |
| URI: | http://repo.stikesmajapahit.ac.id/id/eprint/978 |
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