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Yayuk Mundriyastutik
UNIVERSITAS MUHAMMADIYAH KUDUS
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Journal : Indonesian Health Issue

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Satisfaction of Outpatient Services at Sarkies Asyiyah Hospital Kudus Regarding the Frequency of BPJS PRB Khairunnisa, Zunia; Mundriyastutik, Yayuk; Findasari
Indonesian Health Issue Vol. 5 No. 1 (2026): FEBRUARY
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/inhis.v5i1.144

Abstract

Background: The BPJS Referral Program (PRB) is intended for patients with stable chronic diseases who require long-term care at FKTP. The frequency of PRB is influenced by patient satisfaction with the referral hospital's services. Objective: to analyze the effect of satisfaction with outpatient services at Sarkies Asyiyah Kudus Hospital on the frequency of BPJS PRB utilization. Method: A correlational analytical study with a quantitative approach was conducted on 30 outpatient respondents participating in BPJS at Sarkies Aisyiyah Kudus Hospital who were selected by Quota Sampling from 14 polyclinics. The research instrument was a patient satisfaction questionnaire based on five dimensions of SERVQUAL (Tangible, Reliability, Responsiveness, Assurance, Empathy). Data analysis used descriptive statistics, the Shapiro-Wilk normality test, Spearman correlation, and ordinal logistic regression. Results: All service quality dimensions are in the good–very good category. Spearman's test showed a significant positive relationship between patient satisfaction and the frequency of reverse referrals (p < 0.01) with the largest contribution being Tangible (ρ = 0.884). Ordinal logistic regression produced a Nagelkerke R-Square of 0.97, confirming that satisfaction explains 97% of the variation in reverse referrals. The Tangible dimension has a significant effect (p = 0.026), while the other dimensions are not significant. Conclusion: Outpatient satisfaction influences the frequency of BPJS PRB with the Tangible dimension as the dominant factor. Improvement of physical facilities and service comfort needs to be prioritized to support the effectiveness of the referral system.
Co-Authors Abdul Hamid Achmad Ridwan Ahmad Suriyadi Muslim Amalia Khoirunnisa Ana Nurul Fitriyani Ana Nurul Fitriyani Ana Zumrotun Nisak Ana Zumrotun Nisak, Ana Zumrotun Anisa Sholikhati Anisa Solikhati Aprilia Sugiri Ari Simbara Arief Adi Saputro Arzak, Muhammad Jazilul Asrroyo, Teguh Auliya, Qurrotu A'yuni Bertama, Evyan Vanessha Sashum Bintari Tri Sukoharjanti Bonita Anzila Desi Dewi Kusumatuti Diah Putri Nugraheni DIANA APRILIA Diana Tri Lestari Didi Dwi Anggoro Dikdayani, Latifah Dwi Apriliani, Dwi Dwi Astuti Eko Retnowati Eko Retnowati Eko Retnowati, Eko Endang Setyowati Ezara Mila Fawwazah Prayitno Fadilah, Ilun Fariza Yulia Kartika Sari Fatima Tuzzahroh Findasari Fitriana Kartikasari Hardiyani Presticasari Hasriyani Hasriyani Hasriyani Hasriyani, Hasriyani Hayati, Defi Nurul Iffana Dani Maulida Ilham, Nuuron Abdullah Ilun Fadilah Ima Alimatul Habibah Ima Nur Faizah Imragaa, Abdelqader indah ayu sundari INDAH PUSPITASARI Islami Islami Khairunnisa, Zunia Khoirul Novanda Pradanata Kun Harismah Lailatul Farikhah Lailatul Farikhah Lailatul Farikhah, Lailatul Latifah Dikdayani Maryatin Maryatin Maryatin Maryatin Melandaria Melandaria Melandaria, Melandaria Mochamad Zaenal Fanani Muhamad Jauhar Muhammad Al Anshori Nasrullah Muhammad Jazilul Arzak Muhammad Naufal Ar Rosyad Muhammad Sadham Ardiansyah Muslimah, Aulya Choirul Nasriyah Nasriyah Nisa Oktadayana Noor Cholifah Noor Cholifah Noor Hidayah Novam Danu P Nunung Agus Firmansyah Nur Hidayati Nuuron Abdullah Ilham Okta Yosiana Dewi Perdana, Aprilia Putri Primananda, Arina Zulfah Purbowati Pusparatri, Edita Putri, Salsabilla Ardilia R Rusnoto Ramadhani, Febiana Ayunita Ratna Dewi Isnaeni Ria Etikasari Riana Putri Rahmawati Rika Murharyanti Rufaida, Etina Elva Rusnoto Rusnoto Rusnoto, R Sabaan, Wahid Saputro, Wahyu Aditya Sa’adah, Arina Lis Sella Ayu Oktarinda shinta dwi kurnia Sukarmin Sukarmin Sulikanah Sulikanah Teguh Asrroyo Tiyas Putri Nugraheni Triastuti Rahayu Trisdian Hadi Jaya Warji Warji Wibowo, Arbi Suryo Wigati, Atun Yulianti, Anisa Yulis Trinovita Yunita Rusidah Yunus Mustaqim, Yunus Zaenal Fanani