BPJS Patients Satisfaction Analysis Towards Service Quality of Public Health Center in Surabaya
Abstract
Surabaya is a growing city and actively develope basic service innovations through Public Health Center (PHC) such as implementing E-Health services, BPJS p-care, including various quality health services and oriented in increasing patient, family, or public satisfaction in Surabaya. The purpose of the study was to identify the level of satisfaction of Badan Penyelenggara Jaminan Sosial (BPJS) and non-BPJS patients with the quality of health services at Manukan Kulon PHC. This research method was a cross-sectional study. The measuring satisfaction instrument used the patient satisfaction index (Customer Satisfaction Index (CSI)). Meanwhile, the satisfaction dimension used the SERVQUAL Principle by looking at the value of gap between expectation and reality from the aspects of responsiveness, tangibles, assurance, empathy, and reliability. The research sample was determined by simple random sampling and the total samples collected were 110 respondents (67 BPJS patients and 43 non-BPJS patients). The results showed that BPJS patients were more satisfied (CSI 83.9%) than non-BPJS patients (CSI 83.4%). Specifically, BPJS patients’ satisfaction dimension gap related to responsiveness is (0.3), tangibles (-0.3), assurance (0.9), empathy (0.6), and reliability (-1.0.) While non BPJS patients have a satisfaction gap value for responsiveness (- 0.1), tangibles (0.1), assurance (0.1), empathy (0.2), and reliability (0.1). This means that in general, BPJS and Non-BPJS patients are very satisfied with the health services of Manukan Kulon PHC. However, it is necessary to prioritize service improvement on the aspects of responsiveness, tangibles and reliability as expected by patients.
References
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2. Prabowo SA, Rizky M. Implementasi E- Health Sebagai Alternatif Antrian Online di Puskesmas Kalirungkut Kota Surabaya. J Syntax Transform. 2020;1(2):66–73. https://doi.org/10.46799/jst.v1i2.19
3. Pamungkas A, Priyadi B, Herawati A. Analisis Efektivitas Pengguna Program Mobile Jaminan Kesehatan Nasonal di badan Penyelenggaraan Jaminan Sosial Kesehatan Cabang Semarang. J Public Policy Manag Rev. 2022;11(4):408–421. 10.14710/jppmr.v11i4.36200
4. Agastya KP, Fanida EH. Penerapan Layanan E-Health di Puskesmas Jagir Kelurahan Jagir Kecamatan Wonokromo Kota Surabaya. J
Fak Ilmu Sos dan Huk. 2016;1(1). https://doi.org/10.26740/publi ka.v4n5.p%25p
5. Putri YA, Budiarto W. Literature Review: The Implementation of E-Health at Primary Healthcare Centers in Surabaya City. J Adm Kesehat Indones. 2020;8(1). https://doi.org/10.20473/jaki.v8i1.2020.4 0-55
6. Bintang HJ. Peran Hukum Kesehatan dalam Melindungi Peserta Program Badan Penyelenggara Jaminan Sosial Kesehatan (Studi di RSUD Dr. Pirngadi Medan). J Huk Responsif. 2017;4(4):34–47. https://jurnal.pancabudi.ac.id/index.php/h ukumresponsif/article/view/625
7. Undang-Undang Dasar Pasal 34. Perekonomian Nasional dan Kesejahteraan Sosial. 1945.
8. Maqsood M, Maqsood H, Kousar R, Jabeeb C, Waqas A, et al. Effects of Hospital Service Quality on Patients Satisfaction and Behavioural Intention of Doctors and Nurses. Saudi J Med Pharm Sci. 2017;3(jun):556-567. https://saudijournals.com/media/articles/ SJMPS_36B556-567.pdf
9. Asnawi AA, Awang Z, Afthanorhan A, Mohamad M, Karim F. The Influence of Hospital Image and Service Quality on Patients’ Satisfaction and Loyalty. Manag Sci Lett. 2019;9(56). 10.5267/j.msl.2019.2.011
10. Astutik EE, Amrullah AE, Madijanto S. Hubungan Mutu Pelayanan Kesehatan dengan Kepuasan Pasien Peserta BPJS Rawat Jalan di Puskesmas. J Kesehat dr Soebandi. 2020;8(2):158-136. https://media.neliti.com/media/publicatio ns/468617-relationship-between-health- service-qual-34ef9ded.pdf
11. Putri UM. Analisis Kepuasan Pelayanan Puskesmas Terhadap Pasien BPJS dan Non BPJS Menggunakan Metode Servqual. J Manaj Inform dan Sist Inf. 2021;4(2):149- 159. https://e- journal.stmiklombok.ac.id/index.php/misi/ article/view/355
12. Dewi RM, Lukmandono L PA. Penentuan Prioritas Perbaikan Kualitas Public Service dengan Metode Customer Satisfaction Index, Importance Performance Analysis dan Potential Gain in Customer Value (Studi Kasus: Puskesmas Jagir Surabaya). In: Seminar Nasional Sains dan Teknologi Terapan. 2021;9(1):15-21.
13. Darmawan D. The Effect of Customer Satisfaction on Trust and Customer Loyalty. Management & Accounting Research Journal. 2019;03(02):1-8. https://jurnal.ikbis.ac.id/global/article/vie w/237
14. Ferrinadewi E, Darmawan D. Perilaku Konsumen: Analisis Model Keputusan. Yogyakarta: Universitas Atma Jaya; 2004.
15. Kitapci O, Akdogan C, Dortyol İT. The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry. Procedia - Soc Behav Sci. 2014;148:161-169. https://doi.org/10.1016/j.sbspro.2014.07.0 30
16. Anjayati S. Review Artikel: Analisis Kualitas Pelayanan Terhadap Kepuasan Pasien di Puskesmas Menggunakan metode Servqual. Nurs Care Heal Technol J. 2021;1(1):31-38. https://doi.org/10.56742/nchat.v1i1.7
17. Supandri O, Ketaren O, Veronika LR. Perbedaan Kualitas Pelayanan pada Pasien BPJS dan Pasien Umum Rawat Inap di Rumah Sakit Muhammadiyah Medan Tahun 2019. J Ilm Simantek. 2019;3(2):48-60. https://simantek.sciencemakarioz.org/inde x.php/JIK/article/view/71
Authors
Darmawan, D., Issalillah, F. ., Khayru, R. K., Herdiyana, A. R. A., Putra, A. R. ., Mardikaningsih, R., & Sinambela, E. A. (2022). BPJS Patients Satisfaction Analysis Towards Service Quality of Public Health Center in Surabaya. Media Kesehatan Masyarakat Indonesia, 18(4), 124-131. https://doi.org/10.30597/mkmi.v18i4.19773
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