OMPUSUNGGU, HENI SITRIANI (2018) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN BPJS KESEHATAN DI RUANG RAWAT INAP KELAS III RSUD SIDIKALANG. Master thesis, INSTITUT KESEHATAN HELVETIA.
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Abstract
The existence of BPJS Health is expected to achieve universal coverage target in 2019. This means that the entire population of Indonesia is expected to have national health insurance to obtain health care benefits and protection in meeting basic health needs held by BPJS Health. Sidikalang Hospital is one of the government hospital that serves the patient BPJS Health. However, over time, it is still found a lot of complaints BPJS Health patients related services, especially in class III inpatient room.
The purpose of this study is to know the effect of service quality on patient satisfaction BPJS in class III inpatient room. This type of research uses an analytical survey design (explanatory research) using an associative approach. The population in this study is the patient BPJS Health in inpatient class III RSUD Sidikalang. With the number of samples as many as 69 people BPJS Health patients in the class III inpatient room. The test used is by using Chi-Square test and Regresi Binary Logistic test.
The results showed that the variables that influence the satisfaction of BPJS health patients in the third class inpatient room are the condition of the room, the hospitality and courtesy of the officer, the clarity of the information and the empathy of the officer. Where the p-value of the condition of the room, hospitality and courtesy officers, clarity of information and empathy officers. result sig (2-sided) <0.05. While the variables of facilities and infrastructure, staff appearance, referral procedure, and health service cost do not affect the satisfaction of BPJS patient in the third class hospital of Sidiakalang General Hospital where nili p-value> 0,05.
The conclusions can be drawn from this research is that the condition of the room, hospitality and courtesy, clarity of information and empathy officers have a significant effect on patient satisfaction in the class III inpatient room because it is not in accordance with patient expectations / family of patients. Therefore, it is suggested to the officers at RSUD Sidikalang, especially in the class III inpatient room to be able to carry out the service properly as expected and the head of the hospital should make a policy such as forming health promotion team in hospital that serves to provide information related to the service at hospital.
| Item Type: | Doktoral (Master) |
|---|---|
| Additional Information: | Health BPJS, Class III Inpatient Room, Patient Satisfaction |
| Subjects: | Fakultas Kesehatan Masyarakat > Promosi Kesehatan |
| Divisions: | Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat |
| Depositing User: | Henni Sitriani Ompusunggu |
| Date Deposited: | 19 Dec 2018 08:21 |
| Last Modified: | 09 Mar 2020 09:56 |
| URI: | http://repository.helvetia.ac.id/id/eprint/379 |
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