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All Journal Jurnal Kesehatan Tambusai Horizon: Indonesian Journal of Multidisciplinary Jurnal Kesehatan Scientia
Anggereni, Kustia
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Agriculture, Biological Sciences & Forestry Humanities Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Health Professions Languange, Linguistic, Communication & Media Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Mutu Pelayanan Rawat Jalan dan Kepuasan Pasien BPJS Kesehatan: Studi pada Poli Penyakit dalam Rumah Sakit Sumber Waras Yunita, Tri; Anggereni, Kustia; Zulfikar, Andi Muh.
HORIZON: Indonesian Journal of Multidisciplinary Vol. 4 No. 5 (2026): HORIZON: Indonesian Journal of Multidisciplinary (In-Press)
Publisher : Lembaga Intelektual Muda (LIM) Maluku

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54373/hijm.v4i5.7586

Abstract

This study aims to find out the relationship between the quality of outpatient services, which includes the dimensions of reliability, assurance, tangible, empathy, and responsiveness, and the satisfaction of BPJS Kesehatan patients at the Internal Medicine Clinic of Sumber Waras Hospital. Method: This study uses a quantitative approach with a cross-sectional design. The research was conducted from April to August 2026 at the Internal Medicine Clinic of Sumber Waras Hospital. The study sample consisted of 115 BPJS Kesehatan patients selected using purposive sampling technique. Data collection was done using a questionnaire based on SERVQUAL dimensions and patient satisfaction indicators. Data analysis was conducted univariately and bivariately using the Chi-Square test with a significance level of α = 0.05. Most respondents said they were satisfied with the service, which was 109 respondents (94.8%), while 6 respondents (5.2%) said they were not satisfied. The Chi-Square test results showed a significant relationship between reliability and patient satisfaction (p=0.006), assurance (p=0.021), empathy (p=0.013), and responsiveness (p=0.002). Meanwhile, the tangible dimension did not show a significant relationship with patient satisfaction (p=0.603). There is a relationship between reliability, assurance, empathy, and responsiveness with the satisfaction of BPJS Health patients, while tangible is not significantly related to patient satisfaction
Co-Authors Dwi Ayu Lestari, Dwi Fitrah Fitrah, Fitrah Ichsan Trisutrisno Indriaty, Julia Kusnadi, Yully Kusumaningrum, Aulia Rahman, Rika Resita Resita Nurbayani Romadloni, Ahmad Sari, Ratna Indra Susana Sato Wea, Selsiana Trisnawati, Desy Trisutrino, Ichsan Wanda Juliana Boru Lubis, Tifani Yunita, Tri Zulfikar, Andi Muh.