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All Journal JOURNAL OF Qualitative Health Research & Case Studies Reports
Nurwan Alkahfi
Universitas Jambi
Health Professions Nursing Public Health

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Pengaruh kualitas pelayanan terhadap kepuasan pasien rawat inap BPJS Nurwan Alkahfi; Dwi Noerjoedianto; Andi Subandi; Asparian Asparian; Willia Novita Eka Rini; Muldiasman Muldiasman
JOURNAL OF Qualitative Health Research & Case Studies Reports Vol 6 No 7 (2026): July Edition 2026
Publisher : Published by: Indonesian Public Health-Observer Information Forum (IPHORR) Kerjasama dengan Persatuan Perawat Nasional Indonesia (PPNI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56922/quilt.v6i7.3715

Abstract

Background: Service quality is a key determinant of patient satisfaction in hospital settings, particularly for National Health Insurance (BPJS) participants. Raden Mattaher Hospital Jambi, as a referral hospital, experiences increasing BPJS inpatient visits. However, complaints and fluctuations in satisfaction index indicate potential service quality gaps. Purpose: To analyze the influence of service quality dimensions on BPJS inpatient satisfaction. Method: A quantitative study with a cross-sectional design was conducted in the inpatient wards of Raden Mattaher Hospital in 2025. A total of 424 BPJS inpatients were selected using purposive sampling. Data were collected using a SERVQUAL-based Likert questionnaire covering tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed using univariate, bivariate (simple linear regression), and multivariate (multiple linear regression) analysis with SPSS at α=0.05. Results: Most respondents rated service quality as good (58.3%). The mean satisfaction score was 79.10±12.71. Partially, reliability (p=0.048) and assurance (p=0.000) significantly influenced satisfaction, while tangibles (p=0.312), responsiveness (p=0.087), and empathy (p=0.421) were not significant. Simultaneously, all dimensions significantly affected satisfaction (p=0.000) with R²=0.106. Assurance was the dominant factor (β=1.238). Conclusion: Service quality significantly influences BPJS inpatient satisfaction, with assurance as the strongest determinant. Strengthening professional competence and patient trust is essential to improve satisfaction levels.   Keywords: BPJS; Inpatient; Patient Satisfaction; SERVQUAL; Service Quality.
Co-Authors . Asparian, . Andi Subandi Muldiasman, Muldiasman Willia Novita Eka Rini