Article Per Year (5 Year)
p-Index From 2020 - 2025
0.817
P-Index
This Author published in this journals
All Journal Jurnal Silvikultur Tropika (JST) Jurnal Ilmu Manajemen Jurnal Pendidikan Akuntansi Indonesia Akuntansi'45 Jurnal Ilmu Manajemen Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan
Wardana Wardana
Unknown Affiliation
Agriculture, Biological Sciences & Forestry Biochemistry, Genetics & Molecular Biology Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Energy Environmental Science Social Sciences

Published : 7 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search
Journal : Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan

 1 
Penerapan Customer Satisfaction (CSAT) dalam Meningkatkan Kepuasan Pasien BPJS pada Klinik Pratama Kirana Medika Kota Bandung Wardana Wardana; Wulan Alviena Putri Utami
Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan Vol. 4 No. 1 (2025): : Jurnal Ekonomi, Manajemen Pariwisata Dan Perhotelan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jempper.v4i1.4878

Abstract

The improvement of healthcare service quality has become a significant concern within the national health insurance system, particularly for BPJS participants. This study aims to examine how the implementation of Customer Satisfaction (CSAT) contributes to enhancing BPJS patient satisfaction at Pratama Kirana Medika Clinic in Bandung City. This research employed a qualitative method with a descriptive approach. Data were collected through interviews, observations, and documentation involving 25 informants, consisting of 1 clinic PIC and 24 BPJS patients. The findings indicate that, in general, patients are satisfied with the services provided, especially in terms of staff friendliness, clarity of service procedures, ease of access, and impartiality between general and BPJS patients. However, several suggestions for improvement were noted, such as reducing waiting times and expanding the parking area. The implementation of CSAT principles has shown a positive impact on patient experience and can serve as a foundation for developing sustainable service strategies at the clinic.
Co-Authors Almi Ramadhi Ati Dwi Nurhayati Bambang Hero Saharjo Eko Setianto Erianto Indra Putra Lailan Syaufina Nandika Reri Pradana Rijalludin Rijalludin Verda Emmelinda Satyawan Wulan Alviena Putri Utami Yulianto Sulistyo Nugroho