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All Journal International Journal of Health, Economics, and Social Sciences (IJHESS)
Dewi Agustina
Faculty of Public Health, Universitas Islam Negeri Sumatera Utara, Indonesia
Economics, Econometrics & Finance Public Health Social Sciences

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The Influence of Health Service Quality Dimensions on BPJS Patient Satisfaction in Hospitals Assyifa Deswita Mrp; Dewi Agustina; Nadia Amanda Azwa; Dwi Fanny Amanda Natasya; Dwiyana Mawarni; Sayyidati Zahira
International Journal of Health, Economics, and Social Sciences (IJHESS) (Special Issue) - International Journal of Health, Economics, and Social Sciences (IJHESS) July 2025
Publisher : Universitas Muhammadiyah Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56338/ijhess.v7i3.7366

Abstract

Patient satisfaction is a key metric for evaluating healthcare quality and is particularly important for BPJS patients in hospitals. This study aims to investigate how various aspects of healthcare quality affect BPJS patient satisfaction by utilizing a literature review methodology. This study reviews previous research published in journals through the google scholar database within a certain year, which are relevant to the topic of service quality dimensions (such as tangibles, reliability, responsiveness, assurance, and empathy) and patient satisfaction. The review results show that all dimensions of service quality have a significant contribution to patient satisfaction levels, with assurance and responsiveness often being the most dominant factors. These findings emphasize the importance of improving service quality in all aspects to support BPJS patient satisfaction in hospitals. This literature review aims to serve as a resource for policy makers and hospital administrators in formulating strategies to improve service quality.
Literature Analysis on the Effectiveness of Referral Systems in Improving Access to Health Services Oryza Sativa H Sihotang; Putri Adinda Ramadhani; Hutagalung; Nur Indah Rahma Dilla; Zahra Andini; Nadhilah hasibuan; Dewi Agustina
International Journal of Health, Economics, and Social Sciences (IJHESS) (Special Issue) - International Journal of Health, Economics, and Social Sciences (IJHESS) July 2025
Publisher : Universitas Muhammadiyah Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56338/ijhess.v7i3.7420

Abstract

In Indonesia, the healthcare referral system has undergone a major shift from a conventional model to an integrated electronic system. Seven scientific articles published between 2020 and 2024 are the subject of this study. The purpose of this study is to evaluate the effectiveness of the electronic referral system in improving access to health services. The research results show that the implementation of electronic referral systems such as SISRUTE in the JKN BPJS Kesehatan program has improved the referral process and reduced patient waiting times. However, challenges such as limited technology infrastructure, labor shortages, the complexity of system interfaces, and fear of change still exist. Information quality, ease of use, management support, and data integration greatly influence system performance. The electronic referral system is essential for reducing maternal and infant mortality rates in delivery and maternal care services. Therefore, several important recommendations for the development of a referral system in Indonesia are continuous evaluation, increased employee capacity, strengthening regulations, and integration of health information systems.
Co-Authors Assyifa Deswita Mrp Dwi Fanny Amanda Natasya Dwiyana Mawarni Hutagalung Nadhilah hasibuan Nadia Amanda Azwa Nur Indah Rahma Dilla Oryza Sativa H Sihotang Putri Adinda Ramadhani Sayyidati Zahira Zahra Andini