Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal Jurnal Penelitian dan Pengkajian Ilmiah
Munthe, Jane Bortana Br
Unknown Affiliation
Humanities Computer Science & IT Economics, Econometrics & Finance Environmental Science Public Health

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

Found 1 Documents
Search

 1 
Pengaruh Kualitas Layanan BPJS Kesehatan terhadap Tingkat Kepuasan Pengguna Layanan Kesehatan Khususnya pada Pelayanan Rujukan di Kota Medan Pakpahan, Iyusarah; Rossevelt, Franklin Asido; Aisyah, Dara; Azzahra, Syahirah; Munthe, Jane Bortana Br; Sitompul, Graciela Ulina; Prayoga, Muhammad Alvin
CENDEKIA : Jurnal Penelitian dan Pengkajian Ilmiah Vol. 2 No. 12 (2025): CENDEKIA : Jurnal Penelitian Dan Pengkajian Ilmiah, Desember 2025
Publisher : Lembaga Pendidikan dan Penelitian Manggala Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62335/cendekia.v2i12.2003

Abstract

Referral services under BPJS Health in Medan City continue  to encounter issues such as delays, mismatched facilities, and limited empathy from healthcare personnel, contributing to rising public dissatisfaction. This study aims to analyze the influence of BPJS Health service quality on user satisfaction in referral services in Medan City. A quantitative approach was employed through questionnaire distribution to BPJS participants who had accessed referral services, with validity and reliability testing conducted on the instrument. Data were analyzed using correlation tests and simple and multiple linear regressions to determine the relationships and effects among variables. The results show that both service quality and referral process quality have strong and significant impacts on user satisfaction. Responsive service, clear procedures, timeliness, and effective coordination between healthcare facilities were found to enhance participants’ perceptions of service quality. The study concludes that improving service quality particularly within referral mechanisms is essential for increasing user satisfaction and improving the effectiveness of healthcare delivery in Medan City.
Co-Authors Azzahra, Syahirah Dara Aisyah Franklin Asido Rossevelt Pakpahan, Iyusarah Prayoga, Muhammad Alvin Sitompul, Graciela Ulina