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Sri Astutik
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Journal : Journal of Nursing Science Research

 1 
STUDI FENOMENOLOGI: KEPUASAN PASIEN TERHADAP PELAYANAN KEPERAWATAN DENGAN ASURANSI BPJS PBI Emelyana Yuliana sugianto EF; Husnul Khotimah; Sri Astutik
Journal Of Nursing Science Research Vol. 2 No. 1 (2025): Journal Of Nursing Science Research
Publisher : Citra Internasional Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33862/jnsr.v2i1.577

Abstract

The National Health Insurance Program (JKN) through BPJS Kesehatan aims to provide equal access to healthcare services, especially for recipients of contribution assistance (PBI). However, complaints persist regarding inpatient nursing services, including limited facilities, unresponsive staff, and lack of empathy. This raises questions about the satisfaction of BPJS PBI patients with nursing services. This study aims to determine the satisfaction of BPJS PBI patients with nursing services in the inpatient ward of Waluyo Jati Regional Public Hospital, Kraksaan-Probolinggo. Using a qualitative approach with a descriptive phenomenological method, eight participants were purposively selected based on criteria: adult patients, active BPJS PBI users, able to communicate effectively, and willing to share their experiences. Data were collected through semi-structured in-depth interviews, field observations, and documentation, with data validity ensured through source and method triangulation. Analysis followed the stages of data reduction, presentation, and thematic conclusion. Five themes emerged based on the SERVQUAL dimensions: Patients expressed satisfaction with the facilities and cleanliness of the inpatient rooms (tangible), perceived the nurses' performance as  professional and consistent (reliability), and experienced prompt responses to their complaints (responsiveness). Moreover, the nurses’ friendly and polite demeanor provided a sense of security (assurance), and good communication made patients feel respected, even as recipients of subsidized services (empathy). In conclusion, Nursing services for BPJS PBI patients are viewed positively, particularly in terms of nurse attitude and responsiveness. Overall, patient care at RSUD Waluyo Jati Kraksaan received a favorable evaluation across all five SERVQUAL dimensions  
Co-Authors Abdillah Satar Aditya Mahardika Aditya Rakhmawan Afida Silmi Nahdliyah Agum Taufan Agus Abdul Ghani Ahliyani Ahliyani Ajeng Lestyarindi Albertus Djoko Lesmono Alief Akbar Albasir Amar Ma’ruf Al Bawani Ana Susiati Anika Firdiansari Anindya Vania Permatasari Anna Partina Ari Dwi Handrian Arif Rahman Fadli Asyroful Mujib Ayub Fatahillah Ayuk Witria Ningsih Bachrul Amiq Bejo Apriyanto Berliana Oni Imaniar Billy Muskitta Bastian Erlando Brian Aziz Suryadana Cindy Ineke Ferdanti Dede Wildan Kurniawan Dian Pratiwi dian putri ayu rahmawati Dony Adhitama Kurniawan Elan Artono Nurdin Emelyana Yuliana sugianto EF Era Iswara Pangastuti Ernu Widodo Fahmi Arif Kurnianto Febrian Eko Priandono Firda Afiana Maghfiroh Fitri Hariani Gilang Candra Setiawan Giofani Ginolla Ardiyanto Hartoyo Hartoyo Hildatul Zannah Hovi Abdillah HUSNUL KHOTIMAH I Ketut Mahardika Ida Purwati Iinamy Nurul Fuad Ilzam, Moch Immanuel Obed Anaru Indrawati Indrawati Intan Dwi Handayani Irawan Soerodjo Kiki Dwi Trisnani Kurnianto, Fahmi Arif Lailatul Nuraini Lisa Listyo Wati Lu’luul Maknuniyah M. Alvan Nur Rosyid M. Syahrul Borman M. Yustino Aribawa Maryani Maryani Maulana Ahmadi Maygi Angga Siswantoro Mohammad farid Hidayatulloh Muhammad Asyroful Mujib Naelal Ngiza Nita Dwi Handayani Nita herlina ekasaputri Noenik Soekorini Nur Handayati Nur Wandiyah Kamilasari Nuriman Nuriman Nurma Yuwita Nurul Faradilla NURUL HIDAYAT Oktavian Brian Firmansyah Pangastuti, Era Iswara Prasasti Nur Indahsari Putri Anjani Rakhmawati Oktasenta Syafira ratna amalia Ratna Yuliastanti Regena Yuni Maulida Rengga Fatma Jaya Ria Intandari Rifati Dina Handayani Rif’ati Dina Handayani Rike Dwi Wulandari Risalatul Lutfiyah Shoum Rizka Nugraha Praktikna rofiqoh rofiqoh Rohmatul Husna Rohmi Khoirun N Rr. Laksmi Wulandari Safina Aulia Sani Salfa Zahroh Ahadah Shely, Shely Silvia Ainur Rohma Singgih Bektiarso Sinthia Lolita Lorensi Siti Badriyatul Siti Iklimatul Fatimah Siti Marwiyah Somaryati St SRI RAHAYU Sri Wahyuni Subekti Subekti Subekti Subekti Subekti Subiki Subiki Sudarti . Suhdi Suhdi Supeno Supeno Suriyo, Suriyo Sutarto Sutarto Tini Wulandari Tjiptaning Suprihati Trapsilo Prihandono Tri Mardiyanti Rahayu Uswatun Hasanah Uswatun Hasanah Verawati Eka Ratna Sari Vieta Imelda Cornelis Wahyu Prawesthi Wicaksono, Iwan Yuni Dyah Pratiwi Yushardi Yushardi Zevi Hofifah Zhahrotun Nurroniah Zhulfi Prasetyadi