Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal Jusikom: Jurnal Sistem Informasi Ilmu Komputer
Batubara, Muhammad Rusdi
Unknown Affiliation
Decision Sciences, Operations Research & Management

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Comparative Analysis of the Customer Satisfaction Index and Service Quality Methods in Measuring BPJS Patient Satisfaction at Royal Prima Hospital Zevanya, Ria Putri; Sari , Christine Ester Novita; MPH, Rafael Crisman; Batubara, Muhammad Rusdi; Nasution, Donni
Jurnal Sistem Informasi dan Ilmu Komputer Vol. 8 No. 2 (2025): JUSIKOM: JURNAL SISTEM INFROMASI ILMU KOMPUTER
Publisher : Fakultas Teknologi dan Ilmu Komputer Universitas Prima Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Patient satisfaction is an important indicator for assessing the quality of healthcare services, especially for hospitals serving BPJS patients. By understanding the level of patient satisfaction, hospitals can identify what is performing well and what needs improvement in their services. The objective of this study is to compare two methods, namely the Customer Satisfaction Index (CSI) and Service Quality (Servqual), in measuring BPJS patient satisfaction at Royal Prima Hospital. The CSI method quantitatively measures overall patient satisfaction, while the Servqual method evaluates satisfaction based on four service quality dimensions. This research was conducted through questionnaires distributed to 300 BPJS patients who had received medical services at Royal Prima Hospital. The research findings indicate that the Servqual method produced an average satisfaction score of 2.74, while the CSI method achieved a satisfaction score of 0.69, which falls into the "Good" or "Satisfied" category. These findings demonstrate that both methods complement each other, providing a more effective and comprehensive understanding of patient satisfaction.
Co-Authors MPH, Rafael Crisman Nasution, Donni Sari , Christine Ester Novita Zevanya, Ria Putri