Andesta, - (2018) ANALISIS FAKTOR YANG MEMENGARUHI KEPUASAN PASIEN PESERTA BPJS PADA PELAYANAN INSTALASI RAWAT INAP DI RUMAH SAKIT UMUM DAERAH (RSUD) SOLOK TAHUN 2018. Master thesis, Institut Kesehatan Helvetia.
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Abstract
Patient satisfaction is one of the benchmarks for assessing professional services from the quality of a hospital. This study aims to obtain an overview of service quality based on the dimensions of tangibles service quality, empathy, reliability, responsiveness and assurance.
The research method used mixed methods with explanatory design model. The sampling technique in this study was carried out the Proportional Sampling method with a total sample of 87 people, while the qualitative informants numbered 3 respondents. The data obtained were then carried out univariate, bivariate and multivariate analysis, bivariates were analyzed by Chi-square and multivariate statistical tests analyzed by Multiple Logistic Regression Test at α = 0.05 (95%)
The results of this study indicate that there is a significant relationship of Tangible variables (p value = 0.000), Emphaty (p value = 0.000), Reliability (p value = 0.000), Responsiveness (p value = 0.000) and Assurance (p value = 0.000) with BPJS participant satisfaction. Assurance is the most dominant variable affecting the satisfaction of BPJS participants in the Inpatient Installation of Solok Regional General Hospital (Exp B = 12,316, 95% CI: 2,068-73,349). Informant I was affected by the dimensions of Tangible and Assurance services, informants II were affected by the dimensions of Tangible and Assurance services, informants III were affected by the dimensions of Tangible service, Responsiveness and Assurance
The conclusion of this study is that Tangibles, Responsiveness and Assistance influence the satisfaction of BPJS participants in the Inpatient Installation of Solok Regional General Hospital. Variable Assurance is the most dominant factor influencing patient satisfaction in the Inpatient Installation of Solok Regional General Hospital. According to informant I the most influential factor was Assurance, according to informant II the most influential factor was Tangible, according to informant III the most influential factor was Assurance.
| Item Type: | Doktoral (Master) |
|---|---|
| Additional Information: | Keywords: Patient Satisfaction, Service Quality |
| Subjects: | Fakultas Kesehatan Masyarakat > Administrasi Kebijakan Kesehatan |
| Divisions: | Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat |
| Depositing User: | ANDESTA ANDESTA |
| Date Deposited: | 21 Feb 2020 03:18 |
| Last Modified: | 21 Feb 2020 03:19 |
| URI: | http://repository.helvetia.ac.id/id/eprint/1741 |
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