Dewi, Rani Sartika (2019) PENGARUH KEPUASAN PASIEN TERHADAP KUALITAS PELAYANAN ADMINISTRASI BPJS DI INSTALASI RAWAT JALAN RUMAH SAKIT TINGKAT II KARTIKA HUSADA PONTIANAK PROVINSI KALIMANTAN BARAT TAHUN 2018. Master thesis, Institut Kesehatan Helvetia.
![[thumbnail of RANI SARTIKA DEWI- 1602011305.pdf]](http://repository.helvetia.ac.id/style/images/fileicons/text.png) |
Text
RANI SARTIKA DEWI- 1602011305.pdf Download (1MB) |
Abstract
Health insurance is a guarantee in the form of health protection so that participants receive health care benefits. The purpose of this study is to analyze the effect of patient satisfaction on the quality of BPJS administrative services in the Outpatient Installation of Level II Hospital Kartika Husada Pontianak, West Kalimantan Province 2018.
This type of research uses analytic surveys with cross sectional study approach. The population in this study were all BPJS patients who came for treatment at the Level II Kartika Husada Hospital Outpatient Installation in Pontianak totaling 3,657 people per month. The sampling technique used 97 accidental sampling systems. Data analysis used univariate, bivariate and multivariate analysis with logistic regression.
The results of the bivariate analysis revealed p-values for reliability (p = 0,000), assurance (p = 0,000), tangible (p = 0,000), empaty (p = 0,000) and responsiveness (p = 0.015). The logistic regression test results showed that the responsiveness variable had the largest Exp (B) value (0.251).
The conclusion of this study is that there is an influence of reliability, tangible, empathy and responsiveness with the quality of BPJS administrative services in the Outpatient Installation of Level II Hospital Kartika Husada Pontianak in 2018 and the most significant variable influencing the quality of BPJS administrative services is the responsiveness variable. It is recommended that the hospital improve the quality of service in the assurance dimension and maintain good quality.
| Item Type: | Doktoral (Master) |
|---|---|
| Additional Information: | Patient Satisfaction, Quality of BPJS Administrative Services |
| Subjects: | Fakultas Kesehatan Masyarakat > Kepuasan Pasien Fakultas Kesehatan Masyarakat > Layanan Kesehatan |
| Divisions: | Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat |
| Depositing User: | Rani Sartika Dewi |
| Date Deposited: | 23 Jul 2020 07:43 |
| Last Modified: | 23 Jul 2020 07:43 |
| URI: | http://repository.helvetia.ac.id/id/eprint/2860 |
Actions (login required)
 |
View Item |