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All Journal Jurnal Obsesi: Jurnal Pendidikan Anak Usia Dini Jurnal Penelitian Pendidikan IPA (JPPIPA) Prima JODS Jurnal Penelitian Pendidikan, Psikologi Dan Kesehatan (J-P3K) Journal of English Language and Education Afeksi: Jurnal Penelitian dan Evaluasi Pendidikan Jurnal Social Library Prosiding Seri Seminar Nasional Buletin Kedokteran dan Kesehatan Prima Gotong Royong : Jurnal Pengabdian, Pemberdayaan Dan Penyuluhan Kepada Masyarakat (J-P3KM) E-Amal: Jurnal Pengabdian Kepada Masyarakat Journal of Citizen Research and Development
Susanto, Chandra
Prodi Psikologi, Universitas Jakarta Internasional
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Journal : Buletin Kedokteran dan Kesehatan Prima

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Healthcare service quality and inpatient satisfaction among participants of the National Health Insurance-Contribution Assistance Recipients (JKN-PBI) programme Abdullah, Ardiani; Siregar, Santy Deasy; Hartono, Hartono; Susanto, Chandra; Siregar, Fitri Dona; Lestari, Vandersun; Azzanjani, Aisyah Bella; Sinamo, Sopan
Buletin Kedokteran & Kesehatan Prima Vol. 4 No. 1 (2025): March
Publisher : Fakultas Kedokteran, Kedokteran Gigi, dan Ilmu Kesehatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34012/bkkp.v4i1.6701

Abstract

This research analyzes healthcare service quality and its impact on inpatient satisfaction among National Health Insurance-Contribution Assistance Recipient (JKN-PBI) participants at Muyang Kute Regional General Hospital, Bener Meriah Regency, Indonesia. Employing a descriptive-analytical survey design with a cross-sectional approach, data was collected from 69 randomly selected JKN-PBI inpatients using questionnaires. The study examined five service quality dimensions: tangibles, reliability, responsiveness, empathy, and assurance, and their relationship with patient satisfaction. Bivariate analysis using the Chi-square test revealed that reliability (p=0.003) and assurance (p=0.000) significantly influenced patient satisfaction, while tangibles, responsiveness, and empathy did not show statistically significant relationships (p>0.05). Reliability and assurance, reflecting consistent service delivery and staff competence, were crucial in fostering patient trust and satisfaction. Empathy, though not statistically significant, showed a trend towards positively influencing satisfaction, indicating a need for improvement in patient-centered care. The findings highlight the importance of reliability and assurance in enhancing JKN-PBI patient satisfaction. Recommendations include implementing training programs to improve staff empathy, maintaining high standards in reliability and assurance, and continuous patient feedback monitoring.
Co-Authors Abdullah, Ardiani Adriana, Shirley Agnes Agitza Jaya Amalia Shifa Aldila Andhika Andini, Siwi Putri Antonius Juniarto Aurelia, Nada Azzanjani, Aisyah Bella Chan, Alice Cindy Fransisca, Cindy Davidson, Johan Duha, Jessicca Erawati, Suci Ferdinand, Fitzpatrick Gusbakti Rusip Hafshah, Nur Halim, Susanna Hartono Hartono Jacky, Jacky Jenny, Jenny Juniarto, Antonius Kurniawan, Wilona Keegan Lawrence Adi Supriyono Lestari, Vandersun Miranti Andhita Scantya Molek, Molek nababan, idamawati Novita, Wanda Putri Apriliani Rahmah Hastuti Ricko, Ricko Rita Markus Idulfilastri Santy Deasy Siregar Sarah Khairunnisa Budiyanto Savant, Andika Marcho Sefryansah, Sefryansah Sinamo, Sopan Siregar, Fitri Dona Suriono, Suriono Toar, Yandri Ardolof Toar, Yandri Ardolof B.L. Turnip, Gebriela Lam Ulina Putri Wijaya, Cindy Denhara Yang, Ambrose Yasmine, Kayla Rinita Zamralita Zamralita