Analysis of Service Quality on the Satisfaction of the Health Social Security Administration’s Inpatients

Fredy Elvan Adi Putra Harefa; Tri Niswati Utami; Tengku Moriza

doi:10.37899/journallamedihealtico.v4i2.839

Fredy Elvan Adi Putra Harefa Master of Public Health Science Study Program, Faculty of Public Health, Helvetia Health Institute, Indonesia
Tri Niswati Utami Master of Public Health Science Study Program, Faculty of Public Health, Helvetia Health Institute, Indonesia
Tengku Moriza Master of Public Health Science Study Program, Faculty of Public Health, Helvetia Health Institute, Indonesia

DOI: https://doi.org/10.37899/journallamedihealtico.v4i2.839

Keywords: Service Quality, Patient Satisfaction, Health, Care

Abstract

The problem that is often faced by hospitals as a place for health services is that they have not been able to provide something that is really expected by service users. So that complaints of dissatisfaction or patient complaints are often found in the process of providing health services. The purpose of this study was to analyze the quality of service on the satisfaction of BPJS inpatients at Bethesda General Hospital Gunungsitoli Nias. This research uses quantitative research with cross sectional design. The study population was BPJS inpatients at Bethesda Gunungsitoli Hospital, the sample using the Accidental Sampling technique was n = 165 people. This study used a questionnaire. The analysis of this study used univariate, bivariate and multivariate. The statistical test used was the chi square test and logistic regression. The results of the chi-square test were obtained on the variables of tangiable health service quality (p=0.000), reliability (p=0.000), responsiveness (p=0.000), assurance (p=0.000), attention (p=0.000) indicating a quality relationship service on satisfaction of BPJS inpatients at Bethesda Gunungsitoli General Hospital. The most influential variable with satisfaction is reliability p = 0.031 Exp (B 6.623) with an OR value of 25.234 (10.213-62.314). Based on these results, it was concluded that there was a relationship between service quality and satisfaction of BPJS inpatients at Bethesda Gunungsitoli General Hospital.

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