scholarly journals HUBUNGAN KUALITAS PELAYANAN DENGAN KEPUASAN PASIEN RAWAT INAP BPJS KELAS III (STUDI KASUS DI RSU HAJI SURABAYA)

2017 ◽  
Vol 3 (2) ◽  
Author(s):  
Aidil Fitria
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Secondary Data ◽  
Primary Data ◽  
Class Iii ◽  
Government Programs ◽  
Government Bureaucracy ◽  
The Government

Service Quality Relationship With The Satisfaction Of Interpatient Patient Patients Class By III. Health service is a basic right owned by every individual and must be fulfilled by the government, along with improving the living standards of the better and see the performance of government bureaucracy that is still far from public expectations, the government in this case the General Hospital is required to improve itself improve health services for the community, especially services at inpatient BPJS class III. Since since BPJS and other government programs, currently based on assessment, the quality of health services, especially inpatient care, is more likely to decrease if the value of patient satisfaction.             This study aims to analyze the quality of service with patient satisfaction through seven dimensions of health quality consisting of Guarantees, Empathy, Reliability, Responsiveness, Physical Views, Medical Services and Professionalism. Dimension is used to analyze the quality of service with satisfaction of inpatient BPJS class III in RSU Haji Surabaya.             The method used in this study using descriptive qualitative methods, data sources used are primary data and secondary data. In the study the authors also used research techniques in the form of observation / observation, interviews and documentation in order to obtain primary data to find out how the quality of service with patient satisfaction BPJS class III in RSU Haji Surabaya.             Based on the result of the analysis and the discussion that has been done, the quality of service with the satisfaction of the inpatients of BPJS class III hospital in RSU Haji Surabaya, according to the dimension of guarantee, empathy, reliability, responsiveness, medical service and professionalism of inpatient grade III service at RSU Haji Surabaya said good, so that patients feel satisfied, while the physical display dimensions are still said to be quite good and patients feel quite satisfied. This is evidenced by the room is quite hot and the bathroom can be said not too clean. Keywords: Quality of service, Patient satisfaction, The quality of service with the patient relationship satisfaction

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN DAN FASILITAS KESEHATAN TERHADAP KEPUASAN PASIEN PUSKESMAS

2014 ◽  
Vol 11 (2) ◽  
pp. 1-25
Author(s):  
Th. Radito
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Health Center ◽  
Health Facilities ◽  
Primary Data ◽  
Government Programs ◽  
Patient’S Satisfaction ◽  
Quality Of Health Services

This study aimed to examine the effect of quality of service and health facilities owned by the health center (Puskesmas) to the patient's satisfaction. Puskesmas as the spearhead of health services in the community are expected to provide quality service and have adequate health facilities so as to increase patient satisfaction.This research was conducted at the Puskesmas Mantrijeron Jl. Panjaitan Mantrijeron 52 Yogyakarta. Puskesmas Mantrijeron chosen as the study site because it is a health center that organizes the quality of health services by government programs of Yogyakarta and by standards of the ISO (International Organization For Standardization) 9001: 2008.Subjects were patients who had treatment and are being treated at the Puskesmas Mantrijeron during the past year. Data collected in the form of primary data derived from the questionnaire which distributed to each respondent. Methods of data analysis using multiple regression.The results showed that the quality of care and health facilities are significantly affects the increase in patient satisfaction. However, from the regression results indicate that the quality of service and health facilities was only able to explain of 39.1% patient satisfaction. While the remaining 60.9% is influenced by other factors.

scholarly journals Gambaran Tingkat Kepuasan Pasien terhadap Pelayanan FNAB di Laboratorium Patologi Anatomi RSUD Abdul Wahab Sjahranie Samarinda Tahun 2018

2019 ◽  
pp. 198-206
Author(s):  
Simanjuntak Mayro ◽  
Eko Nugroho ◽  
Oswald L Simatupang
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Sampling Technique ◽  
Primary Data ◽  
Pathology Laboratory ◽  
Purposive Sampling ◽  
Expectation Gap ◽  
Anatomical Pathology

Abstrak Kepuasan pasien adalah suatu tingkat perasaan pasien yang timbul akibat dari kinerja layanan kesehatan yang diperoleh setelah pasien membandingkan dengan apa yang diharapkannya, sehingga kepuasan pasien bergantung pada kualitas pelayanan yang diterimanya. Untuk menilai kualitas pelayanan terdapat 5 dimensi yang dapat diukur, yaitu keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (empathy), dan keberwujudan (tangible). Makin baik kualitas pelayanan yang diberikan, maka akan semakin tinggi tingkat kepuasan pasien. Tujuannya untuk mengetahui tingkat kepuasan pasien terhadap pelayanan di laboratorium patologi anatomi RSUD Abdul Wahab Sjahranie Samarinda. Penelitian deskriptif dilakukan dengan teknik purposive sampling pada pasien yang datang ke Laboratorium Patologi Anatomi RSUD Abdul Wahab Sjahranie, Samarinda, yang memenuhi kriteria. Data yang peroleh berasal dari data primer dengan menggunakan kuesioner yang dikerjakan secara terbimbing. Terdapat kesenjangan (gap) harapan sebesar -0,6 untuk dimensi keandalan, -0,2 untuk dimensi daya tanggap, -0,2 untuk dimensi jaminan, -0,1 dimensi empati, dan -0,9 untuk dimensi keberwujudan. Tingkat kepuasan pasien adalah 96% responden puas dan 4% responden tidak puas. Kata kunci: kepuasan pasien, pelayanan kesehatan, keandalan, daya tanggap, jaminan Abstract Patient satisfaction is a level of patient's feelings rising from the performance of health services that are obtained after the patient compares it with what he expected, so that patient satisfaction depends on the quality of service received. To assess service quality there are 5 dimensions that can be measured, namely reliability, responsiveness, assurance, empathy, and tangible. The better quality of service provided, the higher the level of patient satisfaction. To determine the level of patient satisfaction with services in the anatomical pathology laboratory of the Abdul Wahab Sjahranie Hospital, Samarinda. Descriptive study was conducted by purposive sampling technique carried out on 50 patients who came to the Anatomical Pathology Laboratory of Abdul Wahab Sjahranie Hospital, in Samarinda that met the criteria. The data obtained comes from primary data using a questionnaire that is done in a guided manner. There was an expectation gap of -0.6 for reliability dimensions, -0.2 for responsiveness dimensions, -0,2 for assurance dimensions, -0.1 empathy dimensions and -0,9 for tangible dimensions. The level of patient satisfaction was 96% of respondents were satisfied and 4% of respondents were dissatisfied. Keywords: patient satisfaction, health services, reliability, responsiveness, assurance

scholarly journals Pengaruh Administrasi Perpajakan, Kualitas Layanan Fiskus, Terhadap Perilaku Wajib Pajak Dan Kepatuhan Wajib Pajak (Studi Pada Wajib Pajak Badan Di Kantor Pelayanan Pajak Kota Malang Selatan 2015)

2019 ◽  
Vol 6 (1) ◽  
pp. 64
Author(s):  
Muhammad Yusril ◽  
M Awaluddin
Keyword(s):  
Quality Of Service ◽  
Sampling Method ◽  
Secondary Data ◽  
Primary Data ◽  
Future Research ◽  
Tax Administration ◽  
The Public ◽  
The Government

The research was motivated by the demands of the increasing government revenues, especially in the sector of taxation, both form all repair and fundamental change in all aspects of taxation. One of them is the demans on taxpayer compliance. Taxpayer compliance in implementing the tax obligations can not be separated from the role of the tax administration system that has been determined by the government and also the attitude of the public taxpayer itself. In addition, one of the efforts that are not less important is the government’s efforts in improving taxpayer satisfaction through improved quality of service performed by the tax authorities which is expected to have an impact on taxpayer compliance. This study aims to determine the effect of the tax administration and the quality of service performed by tax authorities to taxpayer compliance is mediated by the behavior of taxpayer. This research is explanatory reseach using a quantitative approach. This data using primary data sources are derived from filling the questionnaire and interviews whit taxpayer that registered in tax office south Malang and assisted with a variety of relevant secondary data. Data were collected using accidental sampling method and analyzed by using path analysis in SPSS version 20. The results showed that both the tax administration, the quality of service performed by the tax authorities, and the behavior of taxpayer directly have a significant impact on taxpayer compliance. The results also show that the tax administration and the the quality of service performed by the tax authorities has a significant effect when mediated through the behavior of taxpayer. Therefore, based on the reseach that has been done, then all hypotheses that have been constructed in this study is acceptable. Various limitations faced by researchers is expected to become a challenge for future research to obtain reseach results further illustrate the factor that influence the increase taxpayer compliance.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP PADA RSUD KABUPATEN BANGGAI KEPULAUAN

2015 ◽  
Vol 1 (2) ◽  
pp. 151-164
Author(s):  
Magvira Alia ◽  
Nirwan Nirwan ◽  
Suardi Suardi
Keyword(s):  
Patient Satisfaction ◽  
General Hospital ◽  
Significant Influence ◽  
Secondary Data ◽  
Sampling Technique ◽  
Primary Data ◽  
Purposive Sampling ◽  
Independent Variables ◽  
Physical Evidence

The study intends to determine simultaneous and partial influence of service quality (X) consisting of physical evidence (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) on patient satisfaction  (Y)  in  the  General  Hospital  of  Banggai  Islands,  where the  study  is  located.  The type  of  research  is  descriptive. Sources  of data  is  primary  data  retrieved  from  questionnaires  and secondary data  obtained  from  documents  of  the  Regional  General  Hospital Banggai  Islands.  The sample consists of 72 respondents. The sampling technique used is purposive sampling. Based on the results, it is shown that the quality of service (X), consisting of physical evidence (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) simultaneously have significant influence on patient satisfaction (Y) of 69.60% while the remaining 30.40% is influenced by other causes. Partial test  shows  that  there  are  three  independent  variables:  physical evidence  (X1),  reliability  (X2)  and assurance (X4) that have non-significant influence to the patients’ satisfaction at the General Hospital of Banggai Islands.Tujuan  dari  penelitian  ini  adalah  untuk  mengetahui  pengaruh kualitas  layanan  (X)  yang terdiri  dari  bukti  fisik  (X1),  reliabilitas  (X2),  responsivitas (X3), jaminan (X4),  dan  empati (X5)  secara simultan  dan  parsial  terhadap  kepuasan  pasien.  (Y)  di  Rumah  Sakit  Umum Kepulauan  Banggai.  Lokasi  penelitian  ini  di  Rumah Sakit  Umum  Kepulauan  Banggai.  Jenis penelitian  ini  bersifat deskriptif.  Sumber  data  dalam  penelitian  ini  adalah  data  primer yang diambil  melalui  kuesioner  dan  data  sekunder  diperoleh  dari  Rumah Sakit  Umum  Daerah Banggai. Sampel dalam penelitian ini adalah 72 responden. Teknik sampling yang digunakan adalah  purposive sampling.  Berdasarkan  hasil  penelitian  menunjukkan  bahwa  variabel kualitas pelayanan (X) yang terdiri dari bukti fisik (X1), reliabilitas (X2), responsivitas (X3), jaminan (X4),  dan  empati (X5)  secara  simultan berpengaruh  signifikan  terhadap  kepuasan pasien  (Y)  dengan pengaruh 69,60%  sedangkan  sisanya  30,40%  dapat  dijelaskan  oleh penyebab  lainnya.  Uji  parsial  menunjukkan  bahwa  terdapat  tiga variabel  bebas  yang  tidak signifikan yaitu bukti fisik (X1), reliabilitas (X2) dan jaminan (X4) terhadap kepuasan pasien di Rumah Sakit Umum Kepulauan Banggai.

PERLINDUNGAN HUKUM BAGI RSUD DR. MOEWARDI SURAKARTA TERHADAP KETERLAMBATAN PEMBAYARAN KLAIM OLEH BPJS KESEHATAN

2020 ◽  
Vol 8 (1) ◽  
pp. 42
Author(s):  
Asna Zamharira ◽  
Arief Suryono
Keyword(s):  
Health Insurance ◽  
Health Services ◽  
Research Method ◽  
Legal Protection ◽  
Secondary Data ◽  
Primary Data ◽  
Cooperation Agreement ◽  
Insurance Program ◽  
Health Insurance Program ◽  
The Government

<p>Abstract<br />This articles aims to find out how legal protection for health facilities is towards late payment of claims by BPJS Health. The research method used in writing this law is a normative juridical research method that is research that uses secondary data or literature that is supported by primary data in the field as supporting data. Analysis of data using qualitative analysis. The results of the study revealed that health services in implementing the Health Insurance program between RSUD Dr. Moewardi Surakarta with BPJS Health is based on a collaboration agreement between RSUD Dr. Moewardi Surakarta with BPJS Kesehatan about Advanced Level Referral Health Services for Participants in the Health Insurance Program, one of which is the contents of a cooperation agreement regarding the payment system of claims. The claim system is carried out by referring to the agreement. In the system of claims there were still obstacles that is the delay in the payment of claims by BPJS Kesehatan to the hospital. As a form of legal protection, to resolve the problem of late payment of claims made in accordance with the cooperation agreement and Perpres No. 82 Tahun 2018 concerning Health Insurance. The Government and BPJS Kesehatan are expected to be able to make claims payments in accordance with the terms or agreed cooperation agreements.<br />Keywords: Cooperation agreement; Claim; BPJS Kesehatan; Hospital.</p><p>Abstrak<br />Artikel ini bertujuan untuk mengetahui bagaimana perlindungan hukum bagi fasilitas kesehatan tehadap keterlambatan pembayaran klaim oleh BPJS Kesehatan. Metode penelitian yang digunakan dalam penulisan hukum ini adalah metode penelitian yuridis normatif yaitu penelitian yang menggunakan bahan-bahan hukum sekunder atau kepustakaan yang ditunjang dengan data primer di lapangan sebagai data pendukung. Data diolah dan dianalisis secara kualitatif. Hasil penelitian diketahui bahwa pelayanan kesehatan dalam melaksanakan program Jaminan Kesehatan antara RSUD DR. Moewardi  Surakarta dengan BPJS Kesehatan didasarkan pada perjanjian kejasama antara RSUD Dr. Moewardi Surakarta dengan BPJS Kesehatan tentang Pelayanan Kesehatan Rujukan Tingkat Lanjutan bagi Peserta Program Jaminan Kesehatan yang salah satu isi perjanjiannya mengenai sistem pembayaran klaim. Sistem pembayaran klaim dilakukan dengan berpedoman pada perjanjian kerjasama. Dalam sistem klaim masih ditemui hambatan yaitu terjadinya keterlambatan pembayaran klaim oleh BPJS Kesehatan kepada rumah sakit. Sebagai bentuk perlindungan hukum, untuk penyelesaian permasalahan keterlambatan pembayaran klaim dilakukan sesuai dengan perjanjian kerjasama dan Perpres No. 82 Tahun 2018 tentang Jaminan Kesehatan. Pemerintah dan BPJS Kesehatan diharapkan dapat melaksanan pembayaran klaim sesuai dengan ketentuan atau perjanjian kerjasama yang telah disepakati.<br />Kata Kunci: Perjanjian Kerjasam; Klaim; BPJS Kesehatan; Rumah Sakit.</p>

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 Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus: Pamella Empat Supermarket)

2018 ◽  
Vol 26 (2) ◽  
pp. 210-225
Author(s):  
Riska Maulani ◽  
Yunita Fitri W
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Secondary Data ◽  
Total Sample ◽  
Primary Data ◽  
Probability Sample ◽  
Sample Technique

The purpose of this study to determine the effect of service quality on customer satisfaction simultaneously. The type of research used in this study is quantitative research. This research uses primary data and secondary data. While the sample technique used is a non-probability sample that uses a total sample of 100 respondents. Based on the results of this study, the quality of service consisting of reliability (reliability) X1, tangible X2, X3 responses, assurance and certainty (assurance) X4, and empathy (empathy) X5 affect customer satisfaction (Y) simultaneously or simultaneously.

scholarly journals ANALISIS KUALITAS PELAYANAN DINAS PEMADAM KEBAKARAN KOTA SURABAYA

2016 ◽  
Vol 2 (01) ◽  
Author(s):  
Mertilinda Adelberty
Keyword(s):  
Quality Of Service ◽  
Good Governance ◽  
Fire Hazard ◽  
Fire Department ◽  
Community Services ◽  
Primary Data ◽  
Five Dimensions ◽  
The People ◽  
The Government

Creating Good Governance is the role of the Government to improve the welfare of thecommunity. For the essence of government is public service. The Fire Department is anagency of local government office which is engaged in the social community services,particularly services in the handling of the fire hazard. The purpose of this study was todetermine the quality of service in the fire department of Surabaya in accordance withservice quality dimensions of Agus Dwiyanto namely: the attitude of the officer, theprocedures, time, facilities and services. Informants were taken are the people who neverget the services and Surabaya City Firefighters. In the method of data collection, theresearchers used primary data by using a questionnaire to the informant. The results showedthat the quality of service at the Fire Department in Surabaya based on five dimensions ofservice quality in general has not been fulfilled optimally. Particularly on indicators ofresponsiveness officer, indicators ease of the procedure, according to SOP service indicatorand service satisfaction indicators get low grades. Therefore, the Government Office offires are expected soon as possible to fix the procedures and services as well as the attitudeof officers to serve the community with optimal namely by providing training andeducation to the intense fire officials that the ability and insight to grow.Keywords: quality, service

scholarly journals Policy Food Security Urban Area Improvement Program Through Urban Farming In Malang

2020 ◽  
Vol 3 (1) ◽  
Author(s):  
Said Nasuiton
Keyword(s):  
Food Security ◽  
Data Collection ◽  
Secondary Data ◽  
Primary Data ◽  
Urban Farming ◽  
Government Programs ◽  
Improvement Program ◽  
Qualitative Descriptive ◽  
The Government ◽  
Food Needs

Food security is inseparable from the factors of availability, quality, and affordability of food, where the condition of a country is able to meet the food needs of society ranging from families to individuals. This is in accordance with the contents of the latest Law number 18 of 2012 concerning Food which states that food security includes availability in quantity, quality, and affordability, the aim is to create a healthy, productive and sustainable life. This paper discusses how much influence the urban farming program as one of the government programs to achieve food security, especially family food. This research was conducted in several villages in five districts of Malang, namely Klojen, Suku, Lowokwaru, Blimbing, and Kedungkandang. The research method used in this paper is qualitative descriptive, with primary data collection techniques conducted by interviews and field observations. While secondary data collection is done by library and documentation techniques. Through the research conducted, the results show that this urban farming program has an influence on several points regarding food security contained in Law number 18 of 2012 including availability, quality, and affordability. Besides that, there are also locations that are less able to develop urban farming programs effectively, due to several obstacles encountered in implementing the program. 

scholarly journals HUBUNGAN DIMENSI KUALITAS PELAYANAN DENGAN KEPUASAN PASIEN RAWAT INAP PADA RSUP DR TADJUDDIN CHALID MAKASSAR

2021 ◽  
Vol 7 (2) ◽  
pp. 90
Author(s):  
Nurhasma Nurhasma ◽  
Andi Syamsul Rijal ◽  
Rahmawati Azis
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Hospital Data ◽  
Chi Square ◽  
Test Analysis ◽  
Chi Square Test ◽  
Standard Set ◽  
Quality Of Health Services ◽  
The Government

Quality in a Hospital Service is closely related to Inpatient Patient Satisfaction in Hospitals in Indonesia. Patient satisfaction is one of the important indicators to control the quality of health services in hospitals. The results of the study indicate that the level of patient satisfaction in several hospitals in Indonesia is still below the standard set by the government (>90%). The purpose of this study was to determine the relationship between the dimensions of the quality of health services with the satisfaction of inpatients at the hospital. Data analysis used univariate, bivariate (Chi-Square test) and multivariate (Logistic Regression test) analysis. The results showed that the level of patient satisfaction was 96.6%, this means that the satisfaction level of inpatients in hospitals in Indonesia is good because it meets the customer satisfaction standards set by the Indonesian Ministry of Health (>90%). Multivariate analysis showed a significant relationship between, service, environment and hospital facilities. The results of this study can be concluded that the quality of health services received by atients is very influential on patient satisfaction itself

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