ANALISIS TINGKAT KEPUASAN PASIEN BPJS RAWAT JALAN DI RSU IMELDA PEKERJA INDONESIA MEDAN TAHUN 2019

Ramadhani, Kiki Mirna (2020) ANALISIS TINGKAT KEPUASAN PASIEN BPJS RAWAT JALAN DI RSU IMELDA PEKERJA INDONESIA MEDAN TAHUN 2019. Master thesis, Institut Kesehatan Helvetia.

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Abstract

Hospital is one of important role in providing health service. As well as health service problems that occur in public hospitals, Imelda which has an impact on patient visits that continues to decline each month due to patient dissatisfaction with the services provided, this can be seen from BPJS outpatient visited in January 2018 amounted to 4,525 patients while in December there was a decrease amounted 2,365 patients. The aim of this study is to analyze the level of satisfaction of BPJS outpatients in General Hospital of Imelda Pekerja Indonesia.

The research design used in this study is Cross-Sectional. The population in this study all patients of BPJS outpatient were 2,056 patients and samples taken by accidental sampling were 98 respondents. Data collection methods used primary and secondary data. Data analysis used multivariate analysis with binary logistic regression test.

The results showed that the guarantee has a sig-p value of 0.000 < .05, empathy has a sig-p value of .009 < .05 and the responsiveness has a sig-p value of .001 < .05.

The conclusion is the effect of assurance, empathy and responsiveness on patients’ satisfaction of BPJS outpatient, while reliability and physical evidence has no influence on patients’ satisfaction of BPJS outpatient. It is expected to the hospital to improve the performance of patients to be better such as delivering information about the state of the patient clearly, perform services skillfully so that patients feel safe, providing hospital facilities that are comfortable, communicate in polite language and understood the needs of patients and respond quickly to every patient complaints.

Item Type: Doktoral (Master)
Additional Information: Analisis Faktor, Tingkat Kepusan Pasien
Subjects: Fakultas Kesehatan Masyarakat > Kepuasan Pasien
Fakultas Kesehatan Masyarakat > Manajemen Rumah Sakit
Fakultas Kesehatan Masyarakat > Layanan Kesehatan
Divisions: Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat
Depositing User: Kiki Mirna Ramadhani
Date Deposited: 21 Jul 2020 06:42
Last Modified: 21 Jul 2020 06:42
URI: http://repository.helvetia.ac.id/id/eprint/2853

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