Hubungan karakteristik dengan kepuasan pasien jaminan kesehatan nasional non penerima bantuan iuran - Nasira, Azmi Zahran; Korompis, Grace Ester Caroline; Kolibu, Febi Kornela (Holistik Jurnal Kesehatan, 2026)
Background: Hospitals play a crucial role as providers of advanced healthcare services within the National Health Insurance system and are required to provide quality and safe services to enhance patient satisfaction, particularly for non-contributory recipients who contribute directly through premium payments. Patient satisfaction is an evaluative response to service quality influenced by characteristics such as age, gender, education, and occupation. Purpose: To analyze the relationship between characteristics and satisfaction among non-contributory National Health Insurance recipients. Method: This quantitative study used an analytical survey design and a cross-sectional approach. The sample consisted of 106 respondents from non-contributory National Health Insurance recipients at Type B Regional General Hospitals in North Sulawesi Province. The relationship between variables was analyzed using the Chi-Square statistical test. However, for the variables of age and occupation, an alternative Fisher's Exact Test was used because the expected number of patients was less than 5. Results: This study showed that 58.5% of non-contributory National Health Insurance patients expressed satisfaction with the services they received. No statistically significant associations were found between age (p=0.737), gender (p=0.275), education level (p=0.341), or occupation (p=0.598) and patient satisfaction. Patient satisfaction levels tended to be evenly distributed across all characteristics, suggesting that consistent service quality, effective communication, staff friendliness, and speed of service played a greater role in shaping satisfaction than sociodemographic factors. Conclusion: There was no significant association between the patient characteristics studied and the satisfaction of National Health Insurance patients who were not premium recipients. Suggestion: Future researchers can use mixed-methods research to gain more in-depth insight into the experiences and subjective reasons behind patient satisfaction.   Keywords: National Health Insurance; Non-Contributory; Patient Characteristics; Patient Satisfaction.   Pendahuluan: Rumah sakit memegang peran penting sebagai penyedia layanan kesehatan lanjutan dalam sistem Jaminan Kesehatan Nasional (JKN) dan diwajibkan memberikan pelayanan bermutu serta aman guna meningkatkan kepuasan pasien, terutama bagi peserta Non Penerima Bantuan Iuran (Non-PBI) yang berkontribusi langsung melalui pembayaran iuran. Kepuasan pasien merupakan respons evaluatif terhadap kualitas pelayanan yang dipengaruhi oleh karakteristik seperti usia, jenis kelamin, pendidikan, dan pekerjaan. Tujuan: Untuk menganalisis hubungan karakteristik dengan kepuasan pasien jaminan kesehatan nasional non penerima bantuan iuran. Metode: Penelitian kuantitatif dengan desain survei analitik dan pendekatan cross-sectional. Sampel terdiri dari 106 responden pasien JKN Non-PBI di RSUD Tipe B Provinsi Sulawesi Utara. Hubungan antar variabel dianalisis menggunakan uji statistik Chi-Square. Namun, untuk variabel usia dan pekerjaan digunakan uji alternatif Fisher’s Exact Test karena adanya nilai harapan (expected count) kurang dari 5. Hasil: Penelitian menunjukkan bahwa sebagian pasien JKN Non-PBI, yaitu sebesar 58.5% menyatakan puas terhadap pelayanan yang diterima. Secara statistik, tidak ditemukan hubungan signifikan antara usia (p=0.737), jenis kelamin (p=0.275), tingkat pendidikan (p=0.341), maupun pekerjaan (p=0.598) dengan kepuasan pasien. Tingkat kepuasan pasien cendrung merata pada seluruh karakteristik, menunjukkan mutu pelayanan yang konsisten, komunikasi efektif, keramahan petugas, dan kecepatan pelayanan lebih berperan untuk membentuk kepuasan dibandingkan faktor sosiodemografis. Simpulan: Tidak ada hubungan yang signifikan antara karakteristik pasien yang diteliti dengan kepuasan pasien JKN Non-PBI. Saran: Peneliti selanjutnya dapat menggunakan metode penelitian mixed method agar dapat menggali informasi secara lebih mendalam mengenai pengalaman dan alasan subjektif di balik kepuasan pasien.   Kata Kunci: Jaminan Kesehatan Nasional; Karakteristik Pasien; Kepuasan Pasien; Non Penerima Bantuan Iuran.