HAYATI, ELVIRA (2018) PENGARUH MUTU PELAYANAN DENGAN KEPUASAN PASIEN BPJS DI PUSKESMAS PADANG BULAN TAHUN 2018. Master thesis, INSTITUT KESEHATAN HELVETIA.
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Abstract
Users of health care services at the medical health centre demand quality services not only concerning the recovery of physical illness but also the satisfaction of the attitudes, knowledge and skills of officers in providing services and the availability of adequate facilities and infrastructure that can provide comfort. With the increasing quality of service, the service function at the puskesmas needs to be improved to be more effective and efficient and to give satisfaction to patients and the community.
This study aims to see the effect of service quality with patient satisfaction BPJS services in Padang Bulan Medan Health Center (administrative services, doctors, nurses, medicines and infrastructure). The population in this study were 220 patients of BPJS and the sample of the study were 142 patients, sampling technique with random sampling, data collection using questionnaires and data analysis using Chi Square test.
The results showed that there was a relationship between the quality of administrative services and patient satisfaction with p value = 0.001 <0.05, there was a relationship between nurse service quality and patient satisfaction with a value of ρ = 0.017 <0.05, there was a relationship between drug quality and patient satisfaction with p = 0.003 <0.05, there is a relationship between the quality of facilities and infrastructure with patient satisfaction with p = 0.001 <0.05. It is recommended to the health center should be able to further improve health services, especially doctor services that prove patients are not satisfied with the doctor's services. To the local Health Office, you should be able to evaluate the performance of health workers in the puskesmas, especially the Padang Bulan Medan health center.
| Item Type: | Doktoral (Master) |
|---|---|
| Additional Information: | Service Quality, patient satisfaction. |
| Subjects: | Fakultas Kesehatan Masyarakat > Administrasi Kebijakan Kesehatan |
| Divisions: | Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat |
| Depositing User: | Elvira Hayati |
| Date Deposited: | 19 Dec 2018 02:10 |
| Last Modified: | 10 Mar 2020 08:25 |
| URI: | http://repository.helvetia.ac.id/id/eprint/641 |
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