Hubungan Kualitas Pelayanan Dengan Kepuasan Pasien BPJS Kelas III Di Unit Rawat Inap RSUD Undata Provinsi Sulawesi Tengah

ABSTRACT
Z. ANGREN MATONENG. Relationship between Service Quality and BPJS Class III Patient Satisfaction at Inpatient Hospital at Undata Central Sulawesi Province (Under the guidance of Muhammad Ryman Napirah)
Specialization in Health and Policy Administration Public Health Study Program Faculty of Public Health Tadulako University, Palu
Patient satisfaction is one measure of the quality of medical services provided at the hospital. Patients play an important role in all aspects of the activities involved in the quality of health care. This study aims to determine whether there is a relationship between the quality of health services and patient satisfaction in class III BPJS participants at Undata General Hospital, Palu. This type of research is quantitative research, namely an analytic survey with a cross- sectional (cross-sectional) research design. The population in this study amounted to 3,141 people, using the Slovin formula, a sample of 97 people was obtained. Sampling using Accidental Sampling technique. The analysis used was bivariate analysis with the Chi-Square test with a p value <? (0.05). The results showed that there was no relationship between the reliability value (p = 0.080) and assurance (p = 0.551) with BPJS class III patient satisfaction in Inpatient Hospital Undata Central Sulawesi Province, there was a relationship between tangible (p = 0.00), Empathy (p = 0.025), Responsibilities (p = 0.00) with BPJS class III patient satisfaction at inpatient care at Undata Hospital, Central Sulawesi Province, Palu City. It is suggested to health workers that medical officers at Undata Hospital Palu can improve services that include the dimensions of service quality, namely tangible, reliability, responsiveness, and assurance, which currently have dimensions that do not have a relationship with patient satisfaction.
Keywords: Quality, Patient Satisfaction, BPJS