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All Journal Journal of Health Management, Administration and Public Health Policies
Mayang Sari
Faculty of Public Health, Helvetia Health Institute, North Sumatra, Indonesia
Health Professions Public Health

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The Effect of Service Quality on BPJS Patient Satisfaction in the Outpatient Installation at RSU Sinar Husni Medan Nurmaya Sari; Deli Theo; Mayang Sari
Journal of Health Management, Administration and Public Health Policies Vol. 3 No. 2 (2025): Journal of Health Management, Administration and Public Health Policies
Publisher : Lembaga Penelitian dan Pengabdian Kepada Masyarakat, Universitas Muhammadiyah Muara Bungo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52060/healthmaps.v3i2.3655

Abstract

The National Health Insurance (JKN) is a government and community program aimed at providing comprehensive health coverage for the Indonesian population, enabling citizens to live healthy, productive, and prosperous lives. Health insurance is closely related to service quality, which directly affects patient satisfaction. This study employed a quantitative design using an analytical survey with a cross-sectional approach. The population consisted of outpatient patients at Sinar Husni General Hospital, Medan, totaling 7,477 individuals, with a sample of 99 selected using accidental sampling. Based on the chi-square test, the relationship between tangible, reliability, responsiveness, assurance, and empathy with BPJS patient satisfaction yielded p-values of 0.002, 0.002, 0.001, 0.001, and <0.001 respectively. There is a significant effect of service quality (tangible, reliability, responsiveness, assurance, empathy) on BPJS patient satisfaction in the outpatient installation.
Co-Authors Deli Theo Nurmaya Sari