scholarly journals The Role of Nurses and the Quality of Health Services with the Satisfaction of BPJS Patients in Junrejo Puskesmas Batu City

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
Restu Pamungkas ◽  
Indasah Indasah ◽  
Koesnadi Koesnadi
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Cross Sectional ◽  
Regression Test ◽  
Important Quality ◽  
Quality Dimensions ◽  
Quality Of Health Services ◽  
Improve Service Quality

Patient satisfaction is related to service quality. By knowing the level of patient satisfaction, hospital management can improve service quality. Patient satisfaction is considered as one of the most important quality dimensions and is the key to success in health organizations that is also affected by the role of nurses. The purpose of this study was to determine the effect of nurse roles and service quality on BPJS patient satisfaction. The research design used was cross sectional with questionnaire sheet instruments. The population of this study were 230 BPJS patients. 144 samples used random sampling techniques, while to determine the effect between variables used ordinal regression test with a significant level of 0.05. Based on the results of the study it was found that the role of good nurses was 64 (44.4%) respondents and most of the good quality services were 88 (61.1%) and satisfaction in the satisfied category was 124 (86.1%). The results of the data analysis showed that there was an influence of the nurse's role factor on satisfaction. It was known that the Sig (2-tailed) value had 0.00 and the service quality factor had an effect on satisfaction, this was known as Sig (2-tailed) which had a number 0.049. The existence of a good role from nurses will improve service quality and will improve BPJS patient satisfaction.

scholarly journals MUTU PELAYANAN DAN KEPUASAN PASIEN DI INSTALASI RAWAT INAP RUANG DAHLIA RSUD KOTA MADIUN

2018 ◽  
Vol 3 (1) ◽  
pp. 21
Author(s):  
Suhadi Prayitno
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Bivariate Analysis ◽  
Chi Square ◽  
Cross Sectional ◽  
Quality Of Health Services ◽  
Improve Patient

Service efforts undertaken by the Hospital was to improve the quality of health services quality and affordable by the community in order to improve public health status.Quality of service should be done by Hospital to improve patient satisfaction as a service user. The objective was to analyze association between service quality and patient satisfaction at Dahlia room,Regional Public Hospital Madiun .An observational analysis was conducted with cross-sectional study design. Samples were 78 using purposive sampling techniques. Data were analyzed by chi-square. This study showed that 56,4% respondents said that the quality of service was good. There were 52,6% respondents not satisfied with quality of service. Bivariate analysis showed association between service quality and patient satisfaction (p=0,014). There were an association between service quality and patient satisfaction. Madiun City General Hospital should improve the quality of service so that all patients are satisfied with the services provided.

scholarly journals Hubungan Indeks Kepuasan Pasien tentang Mutu Pelayanan Dimensi Kehandalan dengan Minat Berobat Kembali di RSD Kalisat Kabupaten Jember

2018 ◽  
Vol 6 (2) ◽  
pp. 278
Author(s):  
Davina Amalia ◽  
Dwita Aryadina Rachmawati ◽  
Hairrudin Hairrudin
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Total Sample ◽  
Cross Sectional ◽  
Satisfaction Index ◽  
Patient Will ◽  
Quality Of Health Services ◽  
Cross Sectional Design

  RSD Kalisat is one of the hospital that is very concern with the quality of health services. The reliability of service quality is often perceived as the most important dimension for the customer. Quality of service is very influential on patient satisfaction. If the health care provided is good, then the patient will be satisfied and the possibility to reuse services in health care-related agencies will increase. The purpose of this study was to determine the correlation between patient satisfaction index in the reliability of service quality with utility at RSD Kalisat. This study used cross sectional design with total sample of 84 respondents. The instrument used was RSD Kalisat profile and questionnaire to determine patient satisfaction index in the reliability of service quality and statement for utility. The results of statistical test by Spearman's Rho showed a significance value (p=0.021) and the correlation coefficient (r =0.252). Thus, it can be concluded that there was a significant correlation between patient satisfaction index in the reliability of service quality with utility at RSD Kalisat Jember with a weak correlation.   Keywords: index satisfaction, reliability, service quality, utility  

scholarly journals The Impact of Service Quality Dimensions on Patient Satisfaction and Loyalty Using the Modified Servqual Scala at dr. Abdoer Rahem Situbondo Hospital

2020 ◽  
Vol 2 (1) ◽  
pp. 01
Author(s):  
Budiharto Budiharto
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Hospital Inpatient ◽  
Patient Loyalty ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Quality Of Health Services ◽  
The Impact

The focus of this study is on the influence of the quality of hospital inpatient health services according to the  modified SERVQUAL scala dimension on patient satisfaction and loyalty. Satisfaction plays a role as a mediator of service quality in creating patient loyalty. With a sample of 400 inpatients participating in this study through a questionnaire survey with 15 questionnaires not returned / not answered completely. Samples were taken randomly from patients who received inpatient services with a purposive sampling method. Data were analyzed by path analysis using the SPSS program. The results of the study indicate that the quality of health services concerning the dimensions of trustworthness,  communication,   infrastructural quality, emphaty and responsiveness   have a positive and significant effect on patient satisfaction in the inpatient installation of RSUD dr. Abdoer Rahem Situbondo with the dimension of responsiveness that has the greatest impact on satisfaction; The quality of health services regarding the dimensions of trustworthness, communication, emphaty, reliability and responsiveness  through patient satisfaction have a positive and significant effect on patient loyalty in the inpatient installation of RSUD dr. Abdoer Rahem Situbondo but the personnel,  healthscape, infrastructural quality does not have a significant effect.  Patient satisfaction at the inpatient facility has a positive and significant effect on patient loyalty. Keyword: Hospital, Servqual, satisfaction and loyalty

The influence of marketing mix and service quality of Puskesmas Bojong Nangka against BPJS patient satisfaction

2020 ◽  
Vol 4 (2) ◽  
Author(s):  
Novi Henriyati Rahmi ◽  
Sampurno Sampurno ◽  
Wahono Sumaryono
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Descriptive Analysis ◽  
Service Marketing ◽  
Marketing Mix ◽  
Product Price ◽  
Cross Sectional ◽  
Regression Test ◽  
Quality Of Health Services

This study aims to analyze how the influence of the service marketing mix in this product, price, promotion, location, people, physical evidence, and the process, and the quality of health services in this case direct evidence (tangibles), reliability, responsiveness, assurance, and empathy at the Puskesmas Bojong Nangka\, Gunung Putri District, Bogor Regency towards patient satisfaction BPJS. The research method used a cross-sectional or cross-sectional descriptive analysis method. The place of research was at the Puskesmas Bojong Nangka, Gunung Putri, Bogor. The research sample amounted to 100 people. Data collection techniques are questionnaires and observations. Analysis of research data is by the Multiple Linear Regression test with Y1 = 1.515 + 0.064X1 + 0.073X2. The study concludes that the marketing mix and the quality of health services affect the satisfaction of BPJS patients in partial and both. Puskesmas quality variables more influence BPJS patient satisfaction compared to service marketing mix variables.

SERVICE QUALITY OF PUBLIC AND PRIVATE PHYSIOTHERAPY INSTITUTES: A COMPARATIVE STUDY IN LAHORE

2019 ◽  
Author(s):  
Roohi Abbas
Keyword(s):  
Physical Therapy ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Quality Of Services ◽  
Sectional Study ◽  
Cross Sectional ◽  
Public And Private ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Background: Ever since quality of services is gaining importance in every industry as it is the indicator of consumer/customer satisfaction, it is of utmost importance to measure service quality of educational institutes to determine the satisfaction of students. Thus, the study aimed to determine the important factors in service quality dimensions which contribute to the satisfaction of students. Methods: This was a Comparative Cross Sectional study in which final year department of physical therapy (DPT) students were included from three private and three public physiotherapy institutes. Results: The largest mean Positive Gap scores for Public Physiotherapy Institutes was 0.18 for accessibility and affordability 0.18. The largest negative mean gap score for Private Physiotherapy domain was “Accessibility and Affordability” found to be -1.96. Conclusion: Students were satisfied with service quality of private institutes in all domains except for the “Accessibility and Affordability” whereas, in Public Institutes largest negative quality gaps were found in “Empathy” and “Assurance”.

scholarly journals The Relationship Of Demand Utilization Of Health Service With Patient Satisfaction At Inpatient Care Unit Of Anuntaloko General Hospital

2020 ◽  
Vol 10 (1) ◽  
pp. 1-12
Author(s):  
Dwi Sitti Oktania
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
General Hospital ◽  
Inpatient Care ◽  
Sampling Technique ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
Referral Center

Hospital is a comprehensive form of health service institution, includes aspects of promotive, preventive, curative and rehabilitation, as well as a public health referral center. Demand on healthcare service theory consists of revenue, visit cost and  service quality. Anuntaloko Regional General Hospital Parigi Moutong Regency is a referral center and regionalization hospital in Central Sulawesi Province, which the number of visits in 2016 to 2018 in a row were 19.186, 10.971 and 12.954. The study was purposed to determined Relation Between Requests for Use of Health Service and Patient Satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. This was a quatitative analysis research with the cross sectional study approach. The population was patients on Inpatient Care Unit of Anuntaloko Regional General Hospital which amounted to 12.954 sampels and through purposive sampling technique. Data was analyzed univariate and bivariate variables using Chi-Square Test. The results showed that there are relation between revenue (p=0,002), visit cost (p=0,002) and service quality (p=0,000) with patients satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. The Anuntaloko Regional General Hospital Parigi Moutong Regency is expected to observe routinly so that maintaining the service quality of the good things and improving the service quality of the lack variabels.

scholarly journals The Relationship between Reliability, Responsiveness, and Empathy Aspects with Patient Satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital

2021 ◽  
Vol 6 (3) ◽  
pp. 99-105
Author(s):  
Daphne . ◽  
Ida Yustina ◽  
Deli Theo
Keyword(s):  
Patient Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Standard Of Living ◽  
Cross Sectional ◽  
Quality Health ◽  
Cross Sectional Design ◽  
Improve Service Quality ◽  
The Relationship

As people's standard of living increases, the demand for quality health also increases. Patient satisfaction is correlated with the quality of service in the hospital. By understanding the level of patient satisfaction, hospital management can learn and improve service quality. The study aims to determine the relationship between reliability, responsiveness, and empathy aspects with patient satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital. This research was an explanatory quantitative research with cross sectional design. The sample of this study amounted to 60 people and taken by accidental sampling technique. The data obtained through interviews using a questionnaire. The results showed that the level of patient satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital on reliability aspect was 63.3%, responsiveness aspect was 56.7% and empathy aspect was 81.7%. Based on the result of the research, the suggestion given to the service provider in this case Mitra Medika Amplas Hospital is to improve the performance of health service especially in Pharmacy Installation service by way of monitoring and evaluating periodically with the implementation of the service, evaluating and developing human resources, and infrastructure. Keywords: Reliability, Responsiveness, Empathy, Patient Satisfaction.

scholarly journals IMPLEMENTASI PERILAKU CARING PERAWAT PELAKSANA TERHADAP KEPUASAN PASIEN DI RUANG RAWAT INAP RUMAH SAKIT GRANDMED LUBUK PAKAM

2021 ◽  
Vol 1 (1) ◽  
pp. 110-114
Author(s):  
Rahmad Gurusinga ◽  
Tati Murni Karo-karo ◽  
Arfah May Syara ◽  
Syatriawati Suhaimi ◽  
Sari Desi Esta Ulina Sitepu ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Nursing Service ◽  
Caring Behavior ◽  
The People ◽  
Nursing Services ◽  
Quality Of Health Services

A hospital is said to be successful in providing health services if it is supported by several factors, one of which is quality nursing services. service quality. One form of nursing service that can be applied is the caring behavior of nurses because nurses are the people who interact with patients the most. This paper aims to provide the Implementation of Caring Behavior for Implementing Nurses on Patient Satisfaction in the Inpatient Room at Grandmed Lubuk Pakam Hospital. The method of implementing activities using questionnaires that are targeted in PKM activities are implementing nurses and inpatients. From the results of the activities carried out there was an increase in patient satisfaction up to 64.3%. With this PKM activity, it is hoped that it can improve the quality of health services at Grandmed Hospital and can further increase the satisfaction of visiting patients.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP DI PUSKESMAS SEI MENCIRIM DI MASA PANDEMIC COVID 19

2021 ◽  
Vol 5 (2) ◽  
pp. 1045-1054
Author(s):  
Esra Marolop Doloksaribu ◽  
Evawani Martalena Silitonga ◽  
Donal Nababan ◽  
Mindo Tua Siagian
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Center ◽  
Secondary Data ◽  
Primary Data ◽  
Bivariate Analysis ◽  
Family Time ◽  
Quality Of Health Services ◽  
Individual Service

Continuous improvement of service quality is one of the important keys in facing the era of globalization which implies that services must be carried out according to standards and meet quality rules that are oriented to the interests of consumers. With these programs and facilities, it is hoped that the community will no longer be reluctant to seek treatment at the Puskesmas. The purpose of this study was to analyze the effect of the quality of health services on the satisfaction of inpatients at the Sei Mencirim Health Center.This research is a survey research, conducted at the Sei Mencirim Health Center. The population was all patients who were hospitalized at the Sei Menistrim Health Center in January-July 2021 totaling 74 people and the entire population was taken as a sample. Primary data obtained from interviews and secondary data in the form of inpatient data. The hypothesis was tested using the Multiple Regression test.Based on Bivariate analysis revealed that there was no effect of physical evidence on patient satisfaction. There is an effect of reliability, responsiveness, assurance and empathy on patient satisfaction.The most dominant variable affecting patient satisfaction is empathy.                Considering that empathy is the dominant variable affecting patient satisfaction, puskesmas need to improve quality individual service and patient family time for consultation is met.Keywords: Service Quality, Patient Satisfaction, Puskesmas Sei Mencirim

scholarly journals Faktor-Faktor Mutu Pelayanan Kebidanan yang Mempengaruhi Tingkat Kepuasan Pasien di Poli Kebidanan RSUD Wonosari

2017 ◽  
Vol 11 (2) ◽  
pp. 35-42
Author(s):  
Franata Suriana Esthi ◽  
Eko Mindarsih ◽  
Murni Murni
Keyword(s):  
Service Quality ◽  
Research Method ◽  
Public Hospital ◽  
Direct Proof ◽  
Sampling Technique ◽  
P Value ◽  
Gamma Test ◽  
Cross Sectional ◽  
Quality Of Health Services

Hospitals play a role in improving the quality of health services. It was important to accurately measure patients' level of satisfaction.The previous study showed the score of 74.67%. It was lower than the level of customer satisfaction in Wonosari Regional PublicHospital (75.34%), 62.5% of the patients were satisfied of tangibles, 75% were satisfied on reliability, and 62.5% were satisfied inempathy. Research objective to investigate factors of midwifery service quality in Wonosari Regional Public Hospital MidwiferyClinic. This research method used analytical survey with cross sectional approach. 82 people were taken as samples by usingpurposive sampling technique. The data analysis employed Gamma testing. The result was factors of service quality in WonosariRegional Public Hospital Midwifery Clinicwere categorized as good. The percentages are: direct proof 54.9%, reliability 56.1%,empathy 57.3%, responsiveness 54.9%, guarantee 52.4%. The patient satisfaction level was 61.0%. The Gamma test resultshowed that the p-value of direct proof, reliability, empathy, responsiveness, and guarantee is 0.000 < 0.05. In addition, the value of rgamma of direct proof and responsiveness = 0.979, reliability = 0.993, empathy = 0.985 and guarantee = 0.988.

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