HUBUNGAN KUALITAS PELAYANAN DENGAN KEPUASAN PASIEN BPJS KESEHATAN KELAS III DI UNIT RAWAT INAP RSUD AMPANA KABUPATEN TOJO UNA-UNA

ABSTRACT

RIFKI RAHMAD. The Relationship between Service Quality and Patient Satisfaction with Class III Health BPJS in the Ampana Hospital Inpatient Unit, Tojo Una-Una Regency
(under the guidance of Muh. Ryman Napirah)
Specialization in Health Administration and Policy
Public Health Study Program
Faculty of Public Health
Tadulako University
July 2021
Customer service is the main indicator of the standard of a health facility and is a measure of customer satisfaction services. Dominant factors related to the dimensions of quality. The five factors consist of Tangible (physical evidence), Reliability (reliability), Responsivenes (responsiveness), Assurance (guarantee) and Empathy. Patient satisfaction is an important aspect in measuring the quality of health services. The purpose of this study was to analyze the magnitude of the relationship between the quality of health services and the satisfaction of BPJS Health Class III patients in the inpatient unit of Ampana Hospital, Tojo Una-una Regency. This study used an analytical survey method with a cross sectional study design, carried out at Ampana Hospital, Tojo Una-una Regency. The research population was 96 people. Samples were obtained as many as 96 people with a sampling technique that is accidental sampling. Collecting data using interviews and questionnaires. Data analysis using Chi-Square test. The results showed that the Chi-Square test results showed that there was a relationship between the service quality dimensions of physical evidence (tangiable) (p=0.000), reliability (p=0.000), responsiveness (p=0.000), assurance. (p = 0.000), and empathy (empathy) (p = 0.000), with BPJS patient satisfaction at the Ampana Regional General Hospital, Tojo Una-una Regency. The results of the analysis of variables with the Chi-Square test show that all independent variables together have an influence on the variables. The conclusion of this study is that there is a relationship between the quality of health services and the satisfaction of BPJS patients at the Ampana Regional General Hospital, Tojo Una-una Regency.

Keywords: Patient satisfaction, service quality, BPJS