PERBEDAAN TINGKAT KEPUASAN PASIEN BPJS DAN NON BPJS TERHADAP KUALITAS PELAYANAN DI WILAYAH PUSKESMAS DAU MALANG - Nuraisyah Siregar; Tanto Hariyanto; Zaky Soewandi Ahmad (Nursing News : Jurnal Ilmiah Keperawatan, 2018)
Tingkat kepuasan pasien didasarkan oleh adanya pelayanan kesehatan yang berkualitas, sehingga pelayanan kesehatan dituntut profesional, cepat, bersih dan ramah tanpa memandang pasien BPJS maupun Non BPJS. Tujuan penelitian untuk mengetahui perbedaan tingkat kepuasan pasien BPJS dan non BPJS terhadap kualitas pelayanan di Puskesmas Dau. Desain penelitian mengunakan komparatif. Populasi dalam penelitian ini sebanyak 942 orang, sampel penelitian ditentukan dengan teknik quota sampling dengan jumlah sampel sebanyak 90 orang. Instrumen pengumpulan data yang digunakan adalah kuisioner. Metode analisa data yang digunakan yaitu uji mann whitney. Hasil penelitian membuktikan 26 (57,8%) pasien BPJS puas terhadap kualitas dan 30 (66,7%) pasien BPJS merasakan kualitas pelayanan baik, 28 (62,2%) pasien Non BPJS puas terhadap kualitas pelayanan dan 32 (71,1%) pasien non BPJS merasakan kualitas pelayanan baik. Hasil uji mann whitney didapatkan p value = (0,004) < (0,050) sehingga dapat disimpulkan bahwa ada perbedaan tingkat kepuasan pasien BPJS dan pasien non BPJS terhadap kualitas pelayanan di Puskesmas Dau. dapat disimpulkan bahwa pasien Non BPJS merasakan pelayanannya lebih baik dibandingkan pasien BPJS. ABSTRACT Patients’ satisfaction level is based on the good quality of health service, so that health service is required professional, fast, clean and friendly without distinguishing BPJS (social security administrator) patients or non BPJS patients. This research aimed to find out differences of satisfaction level of BPJS and Non BPJS patients toward service quality in Puskesmas Dau Malang. Design of the research used comparative. Populations in this research were 942 people, research samples were determined by quota sampling technique with 90 people. The instrument of collecting the data used questioner. Data analysis method was Mann Whitney. The result of the research proved that 26 (57.8%) BPJS patients were satisfied toward the quality service and 30 (66.7%) of BPJS patients felt good quality service, 28 (62.2%) non BPJS patients were satisfied toward quality service and 32 (71.1%) non BPJS patients felt good quality service. The result of man Whitney test obtained that p value = (0.004) < (0.050), it can be concluded that there is difference between satisfaction level of BPJS and non BPJS patient toward service quality in Puskesmas Dau. Thus, it can be concluded that Non BPJS patient felt more satisfied than BPJS patients. Keywords: Service Quality; BPJS (social security administrator) patient;, non BPJS patients; Satisfaction Level.