scholarly journals LEVEL OF SATISFACTION OF PATIENTS OF BPJS HEALTH ON QUALITY OF SERVICE IN PUSKESMAS BAILANG, MANADO CITY

2019 ◽  
Vol 7 (1) ◽  
pp. 01-12
Author(s):  
Trisna Awalinda ◽  
Julianus Ake ◽  
M Consolatrix da Silva
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Quality Data ◽  
Fisher Exact Test ◽  
Cross Sectional ◽  
Significance Level ◽  
Patient’S Satisfaction

Background: patient satisfaction is one indicator of the success of health services and an important aspect that must be achieved by all health services institutions. Quality services are a form of patient acknowledgment of services received. Some studies employ satisfaction levels to determine a patient’s satisfaction. Aim: This study aims to examine the relationship between the quality of service and the level of patient satisfaction of health care participants in outpatients at the Bailang Public Health Center. Method: This study uses a cross-sectional design. Using a purposive sampling technique, as many as 37 respondents agreed to use. Service quality data is collected using a questionnaire sheet. Data were analyzed using the Fisher Exact Test statistical test, with a significance level of 95% (p <0.005). Results: the analysis showed a significant relationship (p = 0.014) between service quality and patient satisfaction. This research shows that service quality greatly increases patient satisfaction. Improvement of the quality of services provided will increase patient satisfaction. The findings in this study are expected to be a reference to improve the quality of BPJS services in the general public and specifically at the Bailang Puskesmas.

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 Determinants that Influence the Quality of Outstanding Services on Patient Satisfaction in dr. H. Moh. Anwar General Hospital Sumenep District

2021 ◽  
Vol 5 (1) ◽  
pp. 185-194
Author(s):  
Susiyati Susiyati ◽  
Katmini Katmini
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Response Time ◽  
General Hospital ◽  
Linear Regression Analysis ◽  
P Value ◽  
Outpatient Services ◽  
Cross Sectional

Quality hospital services are always a hope for every user of health services and along with the development of science and technology, people are increasingly critical in assessing health services. The purpose of this study was to analyze the effect of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. The design of this research is an observational quantitative study with a cross sectional approach with the focus of the research directed at analyzing the effect of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. The total population is 271 respondents and a sample of 109 respondents is taken by the Accidental Sampling technique. The findings showed that most of the respondents had sufficient category loyalty as many as 56 respondents (51.4%). Most of the respondents rated the response time in the medium category as many as 56 respondents (51.4%). Most of the respondents have a moderate category of service quality as many as 55 respondents (50.5%). Most respondentssatisfied as many as 65 respondents (59.6%). Based on the results of the Linear Regression analysis of the service quality variable on utilization, it shows that the p-value <0.05 then H0 is rejected and H1 is accepted, so it can be concluded that there is an influence of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. It is expected that respondents can provide constructive input and criticism so that the services provided can be in accordance with what is expected.

scholarly journals Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

2018 ◽  
Vol 5 (1) ◽  
pp. 90-101
Author(s):  
Entin Sutinah ◽  
Odilia Rosdiana Simamora
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

scholarly journals HUBUNGAN KUALITAS PELAYANAN DENGAN KEPUASAN PASIEN BPJS DI INSTALASI RAWAT JALAN RSUD LABUANG BAJI MAKASSAR TAHUN 2019

2021 ◽  
Vol 8 (1) ◽  
pp. 1-11
Author(s):  
Andi Rizky Amaliah
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Hospital Services ◽  
Physical Evidence ◽  
Patient Will ◽  
Improve Service Quality ◽  
The Relationship

Patient satisfaction is a function of the patient's assessment of the health services provided by the hospital in the hope that before the patient receives health services from the hospital as a provider, the patient will feel satisfied if the quality of hospital services is higher or at least the same as what the patient expects. This study aims to determine the relationship between physical evidence, reliability, responsiveness, assurance and empathy with BPJS patient satisfaction. The results showed that the quality of service physical evidence (Tangibles) p (0.76)> 0.05 which means there is no relationship, reliability (reliability) p (0.01) <0.05 which means there is a relationship, responsiveness (responsiveness). ) p (0.03) <0.05, which means there is a relationship, assurance p (0.00) <0.05 which means there is a relationship, empathy (empathy) p (1.00)> 0.05 which means no relationship. The conclusion in this study is that there is no relationship between physical evidence service quality and empathy with patient satisfaction, and there is a significant relationship between service quality reliability, responsiveness, and assurance with BPJS patient satisfaction. It is suggested to the hospital to further improve service quality, reliability, responsiveness, and assurance in order to increase BPJS patient satisfaction.

scholarly journals Analysis of the Achievement of the Minimum Service Standard See from the Quality of Service and Patient Satisfaction in the Installation of Pharmaceutical Pharmaceuticals in RSI Malang "UNISMA"

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
Musyrifah Musyrifah ◽  
Sentot Imam Suprapto ◽  
Nia Sari
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Simple Random Sampling ◽  
Positive Influence ◽  
Path Coefficient ◽  
Cross Sectional ◽  
Service Standards ◽  
Positive Effect

Facing the era of intense competition that needs to be trained by hospitals is patient satisfaction, patient satisfaction is closely related to quality service quality and service quality is evaluated by achieving minimum service standards that are in accordance with standards. The existence of preliminary data from the RSI about pharmacy service satisfaction figures in terms of facilities 95.2%, waiting time 77.4%, friendliness 95.2%, accuracy 91.9%, where this data still needs more in-depth research to obtain satisfaction figures valid. The purpose of this study was to determine the effect of service quality on patient satisfaction and the achievement of Minimum Service Standards for outpatient pharmacy installation in Malang Hospital "Unisma". This type of research is quantitative with observational analytic using cross sectional. The population in this study were all patients who visited who had received medication services, taking samples by simple random sampling of 136 samples, using questionnaires. Analyze data with path analysis. The results showed that the path coefficient of Service Quality to satisfaction of 0.425 showed a positive effect. The path coefficient of Service Quality towards achievement of MSS of 0.413 shows a positive influence, the path coefficient of Patient Satisfaction with achievement of MSS of 0.166 shows a positive influence. To improve the quality of service, it will be followed by achieving good standards, so patient satisfaction will also increase. From the results of this study it can be concluded that the better the Quality of Service, the better Patient Satisfaction. The better the Quality of Service, the better the Achievement of Minimum Service Standards and the better the Patient Satisfaction, the better the Quality of Service Standards.

scholarly journals Analysis of the Effect of Health Service Quality on Patients in the Inpatient Room of Haji Hospital Medan

2021 ◽  
Vol 2 (4) ◽  
pp. 1-7
Author(s):  
Nidya Andani ◽  
Mappeaty Nyorong ◽  
Asriwati Amirah
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Quantitative Research ◽  
Cross Sectional Study ◽  
P Value ◽  
Research Approach ◽  
Cross Sectional ◽  
Study Approach

The hospital is one of the institutions engaged in health services. The main indicator of the standard of a health facility and is a measure of the quality of service, low customer satisfaction will have an impact on the number of visits that will affect the profitability of health facilities. This study aims to determine the effect of quality and the dominant variables that affect service on patient satisfaction at the Haji-Medan Hospital in 2020. The quantitative research was conducted through an analytical survey research approach with a cross sectional study approach. Testing through logistic regression on the independent variables, namely; Reliability, Responsiveness, Assurance, Empathy and Tangible from the respondents' questionnaire data as many as 80 samples. The results showed that service quality had a significant effect on patient satisfaction from four variables, namely; reliability p value 0.020 (p < 0.05), responsiveness p value 0.038 (p < 0.05), empathy p value 0.000 (p < 0.05), p value tangible 0.001 (p < 0.05). Assurance variable, the quality of health services has no effect on patient satisfaction with a p value of 0.332 (p> 0.05). The dominant variable affecting patient satisfaction is the empathy variable. It is recommended to improve services from the aspect of assurance in order to increase patient confidence in getting services so that patients can feel satisfied with the services provided.

scholarly journals ANALISIS HUBUNGAN MUTU PELAYANAN DAN MANAJEMEN PENANGANAN KELUHAN DENGAN KEPUASAN PASIEN DI RSUD SIJUNJUNG

2018 ◽  
Vol 9 (1) ◽  
pp. 49
Author(s):  
Edison Edison
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Regional Hospital ◽  
P Value ◽  
Chi Square ◽  
Cross Sectional ◽  
Consecutive Sampling ◽  
Complaint Handling

Abstract Regional Hospital Sijunjung is a state hospital class C, has a challenge in improving the quality of service for patient satisfaction, this is because the survey of public satisfaction index decreased from 2015-2016 year that is 43.78% decreased to 40.18%. This study aims to analyze the relationship analysis of relationship quality of service and management of complaint handling with patient satisfaction in Regional Hospital Sijunjung. This research is cross sectional study. This research was conducted in April-July 2017 in Regional Hospital Sijunjung. The population in this study were all patients treated in the inpatient ward of Regional Hospital Sijunjung with sample size 106 samples. Sampling technique with consecutive sampling. Data were analyzed univariat by using importance performance analysis (IPA) and bivariate by using chi square test.The results of research known patient satisfaction of service in regional hospitals Sijunjung able to meet patient expectations of 89.01%. A small percentage of respondents (9.4%) stated that the quality of service was poor. Less than half of respondents (29.2%) said the management of complaints handling is not good. There is relationship between service quality and management of complaint handling with patient satisfaction in Regional Hospital Sijunjung (p value <0,05). This study concludes that there are relationship of service quality and management of complaint handling with patient satisfaction. Continuous monitoring and evaluation of service quality through patient satisfaction survey and prompt response service to patient complaints. Keywords: Patient satisfaction, service quality, complaint handling Abstrak RSUD Sijunjung merupakan rumah sakit negeri kelas C, memiliki tantangan dalam peningkatan  mutu pelayanan untuk kepuasan pasien, hal ini karena survey indeks kepuasan masyarakat mengalami penurunan dari tahun 2015-2016 yaitu 43,78% menurun menjadi 40,18%. Penelitian ini bertujuan untuk menganalisis hubungan mutu pelayanan dan manajemen penanganan keluhan dengan kepuasan pasien di RSUD Sijunjung. Penelitian ini merupakan penelitian cross sectional. Penelitian ini dilakukan bulan April-Juli tahun 2017 di RSUD Sijunjung. Populasi dalam penelitian ini adalah semua pasien yang dirawat di ruang rawat inap RSUD Sijunjung dengan jumlah sampel 106 sampel. Teknik pengambilan sampel dengan consecutive sampling. Data dianalisis secara univariat dengan menggunakan importance performance analysis (IPA) dan bivariat dengan menggunakan uji chi square. Hasil penelitian diketahui kepuasan pasien terhadap pelayanan di RSUD Sijunjung mampu memenuhi harapan pasien sebesar 89,01%. Sebagian kecil responden (9,4%) menyatakan mutu pelayanan kurang baik. Kurang dari separoh responden (29,2%) menyatakan manajemen penanganan keluhan kurang baik. Terdapat hubungan mutu pelayanan dan manajemen penanganan keluhan dengan kepuasan pasien di RSUD Sijunjung (p value < 0,05). Penelitian ini menyimpulkan terdapat hubungan mutu pelayanan dan manajemen penanganan keluhan dengan kepuasan pasien. Perlu melakukan monitoring dan evaluasi secara terus menerus terhadap kualitas layanan melalui suvey kepuasan pasien dan layanan cepat tanggap terhadap keluhan pasien Kata kunci : Kepuasan pasien, mutu pelayanan, manajemen keluhan

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 ANALISIS KEPUASAN PASIEN RAWAT JALAN TERHADAP PELAYANAN DI INSTALASI FARMASI RUMAH SAKIT BHAYANGKARA MANADO

PHARMACON ◽  
2020 ◽  
Vol 9 (2) ◽  
pp. 233
Author(s):  
Venesya Kaunang ◽  
Gayatri Citraningtyas ◽  
Widya Astuty Lolo
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Patient Needs ◽  
Negative Index ◽  
Cross Sectional ◽  
Important Indicator ◽  
Descriptive Research ◽  
Patients Satisfaction

ABSTRACT Patient satisfaction is an important indicator for service quality and has implications for the delivery of services more efficiently in meeting patient needs. A good quality of service will provide patients satisfaction to and it will affect patients to hospital if needed. The purpose of this study was to determine the satisfaction of outpatients with services in the Pharmacy Installation at the Bhayangkara Hospital in Manado. The type and design of the study used is a type of descriptive research with a cross-sectional approach. Patient satisfaction was measured using the SERVQUAL (Service Quality) method. The result of this study, tangible   (-0.26), assurance (0-305), empathy (-0.37), responsiveness (-0.69), and the lowest is reliability (-0.86). It can be concluded that the overall satisfaction score is in the negative index, meaning that the patient is not satisfied with the services provided at the Pharmacy Installation. Keywords: Patient Satisfaction, SERVQUAL, Pharmacy Installation, Bhayangkara Hospital Manado.ABSTRAKKepuasan pasien merupakan indikator penting bagi kualitas pelayanan dan memiliki implikasi bagi penyelenggaraan pelayanan lebih efisien dalam memenuhi kebutuhan pasien. Kualitas pelayanan yang baik akan memberikan kepuasan kepada pasien serta kepuasan pasien akan memengaruhi pasien untuk kembali lagi ke Rumah Sakit tersebut bila membutuhkan. Tujuan dari penelitian ini untuk mengetahui kepuasan pasien rawat jalan terhadap pelayanan di Instalasi Farmasi Rumah Sakit Bhayangkara Manado. Jenis dan rancangan penelitian yang digunakan adalah jenis penelitian deskriptif dengan pendekatan secara cross-sectional. Kepuasan pasien diukur menggunakan metode SERVQUAL (Service Quality). Hasil penelitian ini. secara berturut-turut yaitu reliability  (-0.86), responsiveness (-0.69), emphaty (-0.37), assurance (0-305) dan yang terendah adalah tangible (-0.26) secara berturut-turut yaitu reliability  (-0.86), responsiveness (-0.69), emphaty (-0.37), assurance (0-305) dan yang terendah adalah tangible (-0.26). Kesimpulannya yaitu nilai kepuasan secara keseluruhan berada pada indeks negatif, artinya bahwa pasien belum merasa puas terhadap pelayanan yang diberikan di Instalasi Farmasi. Kata kunci : Kepuasan Pasien, SERVQUAL, Instalasi Farmasi, Rumah Sakit Bhayangkara Manado

scholarly journals Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

2018 ◽  
Vol 5 (1) ◽  
pp. 90-101 ◽  
Author(s):  
Entin Sutinah ◽  
Odilia Rosdiana Simamora
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

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