HUBUNGAN KUALITAS PELAYANAN KESEHATAN DENGAN TINGKAT KEPUASAN PASIEN BPJS
DOI:
https://doi.org/10.51933/health.v10i1.2005Abstract
ABSTRAK
Kualitas pelayanan yang baik akan meningkatkan kepuasan pada pengguna jasa layanan (pasien) serta mempunyai hubungan yang positif dan signifikan dengan tingkat kepuasan. Kepuasan pasien ini dapat tercipta melalui pelayanan yang baik oleh para tenaga medis yang ada di Instansi Kesehatan jumlah data pasien yang berobat di Puskesmas Batunadua dengan menggunakan kartu BPJS, dari tahun 2021 berjumlah 9.946 orang,tahun 2022 berjumlah 7.573 orang, tahun 2023 berjumlah 5.334 orang, dan tahun 2024 dari bulan januari-maret 850 orang. karena melihat dari data pasien BPJS beberapa tahun belakangan terjadi penurunan disebabkan adanya keluhan. Jenis dan desain penelitian dengan metode penelitian survey analitik, desain penlitian yang digunakan adalah cross sectional.Populasi penelitian ini adalah seluruh pasien BPJS rawat jalan sebanyak 138 orang, sampel dalam penelitian ini berjumlah 103 orang. Hasil penelitian yang yang telah dilakukan pada 103 responden dilakukan uji analisis data menggunakan ujichi square di daptakan hasil p=0,175 (p-Value > 0,05 sehingga di simpulakan tidak ada hubungan kualitas pelayana dengan tingkat kepuasan pasien BPJS pada unit rawat jalan di puskesmas batunadua. Diharapkan lebih meningkatkan kualitas pelayanan yang dirasa kurang baik dan mempertahankan kualitas yang sudah baik agar kepuasan pasien khususnya untuk pengguna BPJS dapat tercapai secara maksimal karena kelima dimensi tersebut memiliki nilai kepuasan pada pengguna BPJS.
Kata Kunci : Kualitas Pelayanan Kesehatan, Kepuasan Pasien
ABSTRACT
Good service quality will increase the satisfaction of service users (patients) and have a positive and significant relationship with the level of satisfaction. This patient satisfaction can be created through good service by medical personnel in the Health Agency the number of patient data seeking treatment at the Batunadua Health Center using a BPJS card, from 2021 there were 9,946 people, in 2022 there were 7,573 people, in 2023 there were 5,334 people, and in 2024 from January to March 850 people. Because looking at BPJS patient data in recent years there has been a decline due to complaints. The type and design of the research is an analytical survey research method, the research design used is cross-sectional. The population of this study were all outpatient BPJS patients as many as 138 people, the sample in this study amounted to 103 people. The results of the research that has been carried out on 103 respondents carried out data analysis tests using the chi-square test, the results are p = 0.175 (p-Value> 0.05 so that it can be concluded that there is no relationship between service quality and the level of satisfaction of BPJS patients in the outpatient unit at the Public health center Batunadua. It is hoped that the quality of service that is felt to be less good, and pay attention to the quality that is already good so that satisfaction in particular for BPJS users can be achieved maxsimally because.
Keyword : Health –service quality, sastisfaction patient
Downloads
Published
2025-06-25
How to Cite
Hasibuan, A. S., Henny Sahriani, Halman Paris, & Hapiz Arlanda Sani. (2025). HUBUNGAN KUALITAS PELAYANAN KESEHATAN DENGAN TINGKAT KEPUASAN PASIEN BPJS . Jurnal Kesehatan Ilmiah Indonesia (Indonesian Health Scientific Journal), 10(1). https://doi.org/10.51933/health.v10i1.2005
Issue
Section
Articles
License
Copyright (c) 2025 Jurnal Kesehatan Ilmiah Indonesia (Indonesian Health Scientific Journal)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
ADOConnection.CacheExecute(3600, SELECT o.submission_id, MAX(s.context_id) AS journal_id, MAX(i.date_published) AS i_pub, MAX(p.date_published) A..., Array[2]) % line 132, file: DAO.inc.php DAO.retrieveCached(SELECT o.submission_id, MAX(s.context_id) AS journal_id, MAX(i.date_published) AS i_pub, MAX(p.date_published) A..., Array[2], 3600) % line 91, file: ArticleSearchDAO.inc.php ArticleSearchDAO.getPhraseResults(Object:Journal, Array[1], null, null, , 500, 1) % line 202, file: SubmissionSearch.inc.php SubmissionSearch._getMergedPhraseResults(Object:Journal, Array[1], , null, null, 500, 1) % line 147, file: SubmissionSearch.inc.php SubmissionSearch._getMergedKeywordResults(Object:Journal, Array[4], , null, null, 500, 1) % line 195, file: SubmissionSearch.inc.php SubmissionSearch._getMergedPhraseResults(Object:Journal, Array[4], null, null, null, 500, 1) % line 147, file: SubmissionSearch.inc.php SubmissionSearch._getMergedKeywordResults(Object:Journal, Array[3], null, null, null, 500, 1) % line 133, file: SubmissionSearch.inc.php SubmissionSearch._getMergedArray(Object:Journal, Array[1], null, null) % line 264, file: SubmissionSearch.inc.php SubmissionSearch.retrieveResults(Object:Request, Object:Journal, Array[1], null, null, null, Object:DBResultRange, Array[1]) % line 92, file: RecommendBySimilarityPlugin.inc.php RecommendBySimilarityPlugin.callbackTemplateArticlePageFooter(Templates::Article::Footer::PageFooter, Array[3]) % line 107, file: HookRegistry.inc.php HookRegistry.call(Templates::Article::Footer::PageFooter, Array[3]) % line 1256, file: PKPTemplateManager.inc.php PKPTemplateManager.smartyCallHook(Array[1], Object:Smarty_Internal_Template) % line 43, file: a4fc84a2d9d2a85c011fcc528f09577e88e2fcff^1c372c95cd85572e0fbc9a53d0323a0b229cfc78_0.app.frontendpagesarticle.tpl.php content_6a68177ce6b648_62335347(Object:Smarty_Internal_Template) % line 123, file: smarty_template_resource_base.php Smarty_Template_Resource_Base.getRenderedTemplateCode(Object:Smarty_Internal_Template) % line 114, file: smarty_template_compiled.php Smarty_Template_Compiled.render(Object:Smarty_Internal_Template) % line 216, file: smarty_internal_template.php Smarty_Internal_Template.render(false, 1) % line 232, file: smarty_internal_templatebase.php Smarty_Internal_TemplateBase._execute(Object:Smarty_Internal_Template, null, a4fc84a2d9d2a85c011fcc528f09577e88e2fcff, null, 1) % line 134, file: smarty_internal_templatebase.php Smarty_Internal_TemplateBase.display(frontend/pages/article.tpl, null, a4fc84a2d9d2a85c011fcc528f09577e88e2fcff, null) % line 924, file: PKPTemplateManager.inc.php PKPTemplateManager.display(frontend/pages/article.tpl) % line 297, file: ArticleHandler.inc.php ArticleHandler.view(Array[1], Object:Request) % line 391, file: PKPRouter.inc.php PKPRouter._authorizeInitializeAndCallRequest(Array[2], Object:Request, Array[1], false) % line 231, file: PKPPageRouter.inc.php PKPPageRouter.route(Object:Request) % line 143, file: Dispatcher.inc.php Dispatcher.dispatch(Object:Request) % line 281, file: PKPApplication.inc.php PKPApplication.execute() % line 68, file: index.php
Deprecated: Function get_magic_quotes_runtime() is deprecated in /home/unaracid/jurnalojs/lib/pkp/lib/vendor/adodb/adodb-php/adodb.inc.php on line 2067
Deprecated: Function get_magic_quotes_runtime() is deprecated in /home/unaracid/jurnalojs/lib/pkp/lib/vendor/adodb/adodb-php/adodb.inc.php on line 2067
Deprecated: Function get_magic_quotes_runtime() is deprecated in /home/unaracid/jurnalojs/lib/pkp/lib/vendor/adodb/adodb-php/adodb.inc.php on line 2067
ADOConnection.CacheExecute(3600, SELECT o.submission_id, MAX(s.context_id) AS journal_id, MAX(i.date_published) AS i_pub, MAX(p.date_published) A..., Array[2]) % line 132, file: DAO.inc.php DAO.retrieveCached(SELECT o.submission_id, MAX(s.context_id) AS journal_id, MAX(i.date_published) AS i_pub, MAX(p.date_published) A..., Array[2], 3600) % line 91, file: ArticleSearchDAO.inc.php ArticleSearchDAO.getPhraseResults(Object:Journal, Array[1], null, null, , 500, 1) % line 202, file: SubmissionSearch.inc.php SubmissionSearch._getMergedPhraseResults(Object:Journal, Array[1], , null, null, 500, 1) % line 147, file: SubmissionSearch.inc.php SubmissionSearch._getMergedKeywordResults(Object:Journal, Array[4], , null, null, 500, 1) % line 195, file: SubmissionSearch.inc.php SubmissionSearch._getMergedPhraseResults(Object:Journal, Array[4], null, null, null, 500, 1) % line 147, file: SubmissionSearch.inc.php SubmissionSearch._getMergedKeywordResults(Object:Journal, Array[3], null, null, null, 500, 1) % line 133, file: SubmissionSearch.inc.php SubmissionSearch._getMergedArray(Object:Journal, Array[1], null, null) % line 264, file: SubmissionSearch.inc.php SubmissionSearch.retrieveResults(Object:Request, Object:Journal, Array[1], null, null, null, Object:DBResultRange, Array[1]) % line 92, file: RecommendBySimilarityPlugin.inc.php RecommendBySimilarityPlugin.callbackTemplateArticlePageFooter(Templates::Article::Footer::PageFooter, Array[3]) % line 107, file: HookRegistry.inc.php HookRegistry.call(Templates::Article::Footer::PageFooter, Array[3]) % line 1256, file: PKPTemplateManager.inc.php PKPTemplateManager.smartyCallHook(Array[1], Object:Smarty_Internal_Template) % line 43, file: a4fc84a2d9d2a85c011fcc528f09577e88e2fcff^1c372c95cd85572e0fbc9a53d0323a0b229cfc78_0.app.frontendpagesarticle.tpl.php content_6a68177ce6b648_62335347(Object:Smarty_Internal_Template) % line 123, file: smarty_template_resource_base.php Smarty_Template_Resource_Base.getRenderedTemplateCode(Object:Smarty_Internal_Template) % line 114, file: smarty_template_compiled.php Smarty_Template_Compiled.render(Object:Smarty_Internal_Template) % line 216, file: smarty_internal_template.php Smarty_Internal_Template.render(false, 1) % line 232, file: smarty_internal_templatebase.php Smarty_Internal_TemplateBase._execute(Object:Smarty_Internal_Template, null, a4fc84a2d9d2a85c011fcc528f09577e88e2fcff, null, 1) % line 134, file: smarty_internal_templatebase.php Smarty_Internal_TemplateBase.display(frontend/pages/article.tpl, null, a4fc84a2d9d2a85c011fcc528f09577e88e2fcff, null) % line 924, file: PKPTemplateManager.inc.php PKPTemplateManager.display(frontend/pages/article.tpl) % line 297, file: ArticleHandler.inc.php ArticleHandler.view(Array[1], Object:Request) % line 391, file: PKPRouter.inc.php PKPRouter._authorizeInitializeAndCallRequest(Array[2], Object:Request, Array[1], false) % line 231, file: PKPPageRouter.inc.php PKPPageRouter.route(Object:Request) % line 143, file: Dispatcher.inc.php Dispatcher.dispatch(Object:Request) % line 281, file: PKPApplication.inc.php PKPApplication.execute() % line 68, file: index.php
ADOConnection.CacheExecute(3600, SELECT o.submission_id, MAX(s.context_id) AS journal_id, MAX(i.date_published) AS i_pub, MAX(p.date_published) A..., Array[2]) % line 132, file: DAO.inc.php DAO.retrieveCached(SELECT o.submission_id, MAX(s.context_id) AS journal_id, MAX(i.date_published) AS i_pub, MAX(p.date_published) A..., Array[2], 3600) % line 91, file: ArticleSearchDAO.inc.php ArticleSearchDAO.getPhraseResults(Object:Journal, Array[1], null, null, , 500, 1) % line 202, file: SubmissionSearch.inc.php SubmissionSearch._getMergedPhraseResults(Object:Journal, Array[1], , null, null, 500, 1) % line 147, file: SubmissionSearch.inc.php SubmissionSearch._getMergedKeywordResults(Object:Journal, Array[4], , null, null, 500, 1) % line 195, file: SubmissionSearch.inc.php SubmissionSearch._getMergedPhraseResults(Object:Journal, Array[4], null, null, null, 500, 1) % line 147, file: SubmissionSearch.inc.php SubmissionSearch._getMergedKeywordResults(Object:Journal, Array[3], null, null, null, 500, 1) % line 133, file: SubmissionSearch.inc.php SubmissionSearch._getMergedArray(Object:Journal, Array[1], null, null) % line 264, file: SubmissionSearch.inc.php SubmissionSearch.retrieveResults(Object:Request, Object:Journal, Array[1], null, null, null, Object:DBResultRange, Array[1]) % line 92, file: RecommendBySimilarityPlugin.inc.php RecommendBySimilarityPlugin.callbackTemplateArticlePageFooter(Templates::Article::Footer::PageFooter, Array[3]) % line 107, file: HookRegistry.inc.php HookRegistry.call(Templates::Article::Footer::PageFooter, Array[3]) % line 1256, file: PKPTemplateManager.inc.php PKPTemplateManager.smartyCallHook(Array[1], Object:Smarty_Internal_Template) % line 43, file: a4fc84a2d9d2a85c011fcc528f09577e88e2fcff^1c372c95cd85572e0fbc9a53d0323a0b229cfc78_0.app.frontendpagesarticle.tpl.php content_6a68177ce6b648_62335347(Object:Smarty_Internal_Template) % line 123, file: smarty_template_resource_base.php Smarty_Template_Resource_Base.getRenderedTemplateCode(Object:Smarty_Internal_Template) % line 114, file: smarty_template_compiled.php Smarty_Template_Compiled.render(Object:Smarty_Internal_Template) % line 216, file: smarty_internal_template.php Smarty_Internal_Template.render(false, 1) % line 232, file: smarty_internal_templatebase.php Smarty_Internal_TemplateBase._execute(Object:Smarty_Internal_Template, null, a4fc84a2d9d2a85c011fcc528f09577e88e2fcff, null, 1) % line 134, file: smarty_internal_templatebase.php Smarty_Internal_TemplateBase.display(frontend/pages/article.tpl, null, a4fc84a2d9d2a85c011fcc528f09577e88e2fcff, null) % line 924, file: PKPTemplateManager.inc.php PKPTemplateManager.display(frontend/pages/article.tpl) % line 297, file: ArticleHandler.inc.php ArticleHandler.view(Array[1], Object:Request) % line 391, file: PKPRouter.inc.php PKPRouter._authorizeInitializeAndCallRequest(Array[2], Object:Request, Array[1], false) % line 231, file: PKPPageRouter.inc.php PKPPageRouter.route(Object:Request) % line 143, file: Dispatcher.inc.php Dispatcher.dispatch(Object:Request) % line 281, file: PKPApplication.inc.php PKPApplication.execute() % line 68, file: index.php
Deprecated: Function get_magic_quotes_runtime() is deprecated in /home/unaracid/jurnalojs/lib/pkp/lib/vendor/adodb/adodb-php/adodb.inc.php on line 2067
Deprecated: Function get_magic_quotes_runtime() is deprecated in /home/unaracid/jurnalojs/lib/pkp/lib/vendor/adodb/adodb-php/adodb.inc.php on line 2067
ADOConnection.CacheExecute(3600, SELECT o.submission_id, MAX(s.context_id) AS journal_id, MAX(i.date_published) AS i_pub, MAX(p.date_published) A..., Array[2]) % line 132, file: DAO.inc.php DAO.retrieveCached(SELECT o.submission_id, MAX(s.context_id) AS journal_id, MAX(i.date_published) AS i_pub, MAX(p.date_published) A..., Array[2], 3600) % line 91, file: ArticleSearchDAO.inc.php ArticleSearchDAO.getPhraseResults(Object:Journal, Array[1], null, null, , 500, 1) % line 202, file: SubmissionSearch.inc.php SubmissionSearch._getMergedPhraseResults(Object:Journal, Array[1], , null, null, 500, 1) % line 147, file: SubmissionSearch.inc.php SubmissionSearch._getMergedKeywordResults(Object:Journal, Array[4], , null, null, 500, 1) % line 195, file: SubmissionSearch.inc.php SubmissionSearch._getMergedPhraseResults(Object:Journal, Array[4], null, null, null, 500, 1) % line 147, file: SubmissionSearch.inc.php SubmissionSearch._getMergedKeywordResults(Object:Journal, Array[3], null, null, null, 500, 1) % line 133, file: SubmissionSearch.inc.php SubmissionSearch._getMergedArray(Object:Journal, Array[1], null, null) % line 264, file: SubmissionSearch.inc.php SubmissionSearch.retrieveResults(Object:Request, Object:Journal, Array[1], null, null, null, Object:DBResultRange, Array[1]) % line 92, file: RecommendBySimilarityPlugin.inc.php RecommendBySimilarityPlugin.callbackTemplateArticlePageFooter(Templates::Article::Footer::PageFooter, Array[3]) % line 107, file: HookRegistry.inc.php HookRegistry.call(Templates::Article::Footer::PageFooter, Array[3]) % line 1256, file: PKPTemplateManager.inc.php PKPTemplateManager.smartyCallHook(Array[1], Object:Smarty_Internal_Template) % line 43, file: a4fc84a2d9d2a85c011fcc528f09577e88e2fcff^1c372c95cd85572e0fbc9a53d0323a0b229cfc78_0.app.frontendpagesarticle.tpl.php content_6a68177ce6b648_62335347(Object:Smarty_Internal_Template) % line 123, file: smarty_template_resource_base.php Smarty_Template_Resource_Base.getRenderedTemplateCode(Object:Smarty_Internal_Template) % line 114, file: smarty_template_compiled.php Smarty_Template_Compiled.render(Object:Smarty_Internal_Template) % line 216, file: smarty_internal_template.php Smarty_Internal_Template.render(false, 1) % line 232, file: smarty_internal_templatebase.php Smarty_Internal_TemplateBase._execute(Object:Smarty_Internal_Template, null, a4fc84a2d9d2a85c011fcc528f09577e88e2fcff, null, 1) % line 134, file: smarty_internal_templatebase.php Smarty_Internal_TemplateBase.display(frontend/pages/article.tpl, null, a4fc84a2d9d2a85c011fcc528f09577e88e2fcff, null) % line 924, file: PKPTemplateManager.inc.php PKPTemplateManager.display(frontend/pages/article.tpl) % line 297, file: ArticleHandler.inc.php ArticleHandler.view(Array[1], Object:Request) % line 391, file: PKPRouter.inc.php PKPRouter._authorizeInitializeAndCallRequest(Array[2], Object:Request, Array[1], false) % line 231, file: PKPPageRouter.inc.php PKPPageRouter.route(Object:Request) % line 143, file: Dispatcher.inc.php Dispatcher.dispatch(Object:Request) % line 281, file: PKPApplication.inc.php PKPApplication.execute() % line 68, file: index.php
ADOConnection.CacheExecute(3600, SELECT o.submission_id, MAX(s.context_id) AS journal_id, MAX(i.date_published) AS i_pub, MAX(p.date_published) A..., Array[2]) % line 132, file: DAO.inc.php DAO.retrieveCached(SELECT o.submission_id, MAX(s.context_id) AS journal_id, MAX(i.date_published) AS i_pub, MAX(p.date_published) A..., Array[2], 3600) % line 91, file: ArticleSearchDAO.inc.php ArticleSearchDAO.getPhraseResults(Object:Journal, Array[1], null, null, , 500, 1) % line 202, file: SubmissionSearch.inc.php SubmissionSearch._getMergedPhraseResults(Object:Journal, Array[1], , null, null, 500, 1) % line 147, file: SubmissionSearch.inc.php SubmissionSearch._getMergedKeywordResults(Object:Journal, Array[4], , null, null, 500, 1) % line 195, file: SubmissionSearch.inc.php SubmissionSearch._getMergedPhraseResults(Object:Journal, Array[4], null, null, null, 500, 1) % line 147, file: SubmissionSearch.inc.php SubmissionSearch._getMergedKeywordResults(Object:Journal, Array[3], null, null, null, 500, 1) % line 133, file: SubmissionSearch.inc.php SubmissionSearch._getMergedArray(Object:Journal, Array[1], null, null) % line 264, file: SubmissionSearch.inc.php SubmissionSearch.retrieveResults(Object:Request, Object:Journal, Array[1], null, null, null, Object:DBResultRange, Array[1]) % line 92, file: RecommendBySimilarityPlugin.inc.php RecommendBySimilarityPlugin.callbackTemplateArticlePageFooter(Templates::Article::Footer::PageFooter, Array[3]) % line 107, file: HookRegistry.inc.php HookRegistry.call(Templates::Article::Footer::PageFooter, Array[3]) % line 1256, file: PKPTemplateManager.inc.php PKPTemplateManager.smartyCallHook(Array[1], Object:Smarty_Internal_Template) % line 43, file: a4fc84a2d9d2a85c011fcc528f09577e88e2fcff^1c372c95cd85572e0fbc9a53d0323a0b229cfc78_0.app.frontendpagesarticle.tpl.php content_6a68177ce6b648_62335347(Object:Smarty_Internal_Template) % line 123, file: smarty_template_resource_base.php Smarty_Template_Resource_Base.getRenderedTemplateCode(Object:Smarty_Internal_Template) % line 114, file: smarty_template_compiled.php Smarty_Template_Compiled.render(Object:Smarty_Internal_Template) % line 216, file: smarty_internal_template.php Smarty_Internal_Template.render(false, 1) % line 232, file: smarty_internal_templatebase.php Smarty_Internal_TemplateBase._execute(Object:Smarty_Internal_Template, null, a4fc84a2d9d2a85c011fcc528f09577e88e2fcff, null, 1) % line 134, file: smarty_internal_templatebase.php Smarty_Internal_TemplateBase.display(frontend/pages/article.tpl, null, a4fc84a2d9d2a85c011fcc528f09577e88e2fcff, null) % line 924, file: PKPTemplateManager.inc.php PKPTemplateManager.display(frontend/pages/article.tpl) % line 297, file: ArticleHandler.inc.php ArticleHandler.view(Array[1], Object:Request) % line 391, file: PKPRouter.inc.php PKPRouter._authorizeInitializeAndCallRequest(Array[2], Object:Request, Array[1], false) % line 231, file: PKPPageRouter.inc.php PKPPageRouter.route(Object:Request) % line 143, file: Dispatcher.inc.php Dispatcher.dispatch(Object:Request) % line 281, file: PKPApplication.inc.php PKPApplication.execute() % line 68, file: index.php
