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All Journal Promotor: Jurnal Mahasiswa Kesehatan Masyarakat
Meriahta Sitepu
Institut Kesehatan Helvetia Medan
Nursing Public Health Other

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Analysis of the Implementation of Hospital Service Management and Its Impact on Outpatient Satisfaction at Rumah Sakit Haji, Medan Meriahta Sitepu; Setia Megawati Hutajulu
PROMOTOR Vol. 9 No. 4 (2026): AGUSTUS
Publisher : Universitas Ibn Khaldun Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32832/pro.v9i4.2583

Abstract

Patient satisfaction is an important indicator in assessing the quality of hospital services, particularly for participants of the National Health Insurance (JKN) program. This study aimed to analyze the influence of management functions, including planning, organizing, implementation, and controlling, on outpatient satisfaction among BPJS participants at Mina Hajj Hospital Medan. This study employed a quantitative approach with a cross-sectional design. A total of 100 respondents were selected using an accidental sampling technique. Data were collected through structured questionnaires that had been tested for validity and reliability. Data analysis was conducted using multiple logistic regression tests. The results showed that all management functions had a significant effect on patient satisfaction (p < 0.05). Among these variables, service implementation was identified as the most dominant factor influencing patient satisfaction, with an odds ratio (OR) value of 445.949. This finding indicates that service delivery that is in accordance with procedures, fast, accurate, and communicative plays a crucial role in improving patient satisfaction. The study concludes that structured service management, patient-oriented approaches, and continuous evaluation and supervision are essential to improving hospital service quality. Therefore, strengthening the implementation and organizing functions should become a priority in efforts to enhance healthcare service quality in hospitals.
The Effect of Hospital Service Management on Outpatient Satisfaction among BPJS Health Insurance Participants at Amri Tambunan Regional General Hospital Ramadhani Syafitri Nasution; Setia Megawati Hutaju; Meriahta Sitepu
PROMOTOR Vol. 9 No. 4 (2026): AGUSTUS
Publisher : Universitas Ibn Khaldun Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32832/pro.v9i4.3069

Abstract

Patient satisfaction is an important indicator of the quality of healthcare services, particularly among participants of Indonesia's National Health Insurance (BPJS Health). This study aimed to analyze the effect of hospital service management functions planning, organizing, implementation, and controlling—on outpatient satisfaction among BPJS Health participants at Amri Tambunan Regional General Hospital. A quantitative study with a cross-sectional design was conducted involving 100 respondents selected using an accidental sampling technique. Data were collected through a structured questionnaire that had been tested for validity and reliability. The data were analyzed using multiple logistic regression. The results showed that all four hospital service management functions had a significant effect on outpatient satisfaction (p < 0.05). Among these variables, service implementation was identified as the most dominant factor influencing patient satisfaction, with an Odds Ratio (OR) of 445.949. This finding indicates that service delivery characterized by adherence to procedures, promptness, responsiveness, and effective communication plays a crucial role in improving patient satisfaction. The study concludes that effective hospital service management, supported by well-organized planning, coordination, implementation, and supervision, is essential for enhancing the quality of outpatient services. Therefore, strengthening the implementation and organizational aspects of hospital service management should be prioritized to improve patient satisfaction among BPJS Health participants at Amri Tambunan Regional General Hospital.
Co-Authors Ramadhani Syafitri Nasution Setia Megawati Hutaju Setia Megawati Hutajulu