ABSTRAK
Latar Belakang. Sebagai penerima jasa pelayanan kesehatan BPJS, keluarga
peserta seringkali mengeluh kurang puas dengan pelayanan kesehatan yang
diterimanya. Pengukuran kepuasan pasien relatif mudah di kerjakan dan di
harapkan dapat memberikan gambaran mengenai kualitas pelayanan rumah sakit
dalam segi kepuasan pasien. RSU Anutapura sebagai salah satu rumah sakit yang
yang memberikan pelayanan kesehatan pada pasien peserta BPJS. Penelitian ini
bertujuan untuk mengetahui pengaruh kualitas pelayanan Rumah Sakit terhadap
kepuasan pasien peserta BPJS kelas 3 di RSU Anutapura Palu (Studi kasus pasien
peserta BPJS yang rawat inap) Tahun 2016.
Metode. Jenis penelitian ini adalah analitik dengan cross sectional study.
Penelitian dilakukan di RSU Anutapura Palu pada bulan Oktober-Desember 2016.
Sampel penelitian menggunakan total sampling. Data dikumpulkan dengan cara
wawancara dari 95 peserta BPJS. Analisis hubungan dilakukan dengan
menggunakan uji chi-square.
Hasil. Hasil uji chi-square pengaruh kehandalan dengan kepuasan pasien p =
0.026, pengaruh jaminan dengan kepuasan pasien p = 0.006, pengaruh bukti
langsung dengan kepuasan pasien p = 0.012, pengaruh empati dengan kepuasan
pasien p = 0.021, pengaruh ketanggapan dengan kepuasan pasien p = 0.004.
Kesimpulan, Dapat disimpulkan bahwapengaruh kualitas pelayanan Rumah Sakit
berdampak pada kepuasaan pasien yang datang ke Rumah Sakit.
Kata Kunci : Rumah Sakit, BPJS, Kualitas Pelayanan.
xvi
EFFECT ON THE QUALITY OF HOSPITAL PATIENT SATISFACTION
IN CLASS 3 BPJS PARTICIPANTS IN RSU ANUTAPURA PALU (CASE
STUDY OF PATIENTS BPJS PARTICIPANTS IN THE HOSPITAL)
YEAR 2016
Annisa Sarining Puspa *, Elli Yane Bangkele **, Gabriella Lintin ***
*Student of Medicine, Faculty of Medicine and Health Science Tadulako University
**Staff Lecturer, Faculty of Medicine and Health Science Tadulako University
*** Departement of Anatomy, Faculty of Medicine and Health Science Tadulako University
ABSTRACT
Background. As BPJS health care service recipients, family participants often
complain less satisfied with health services received. Measurement of patient
satisfaction is relatively easy in working and is expected to give an idea of the
quality of hospital services in terms of patient satisfaction. RSU Anutapura as one
of the hospitals that were providing health services to patients BPJS participants.
This study aims to determine the impact of service quality to client satisfaction
Hospital Grade 3 BPJS participants in RSU Anutapura Palu (A case study
participants BPJS patient hospitalization) 2016.
Method. This research is an analytic cross sectional study. The study was
conducted at Hospital Anutapura Palu in October to December 2016. The
research sample using a total sampling. Data were collected through interviews
of 95 participants BPJS. Analysis of the relationship is done by using chi-square
test.
Results. The results of chi-square test the effect of reliability and patient's
satisfaction p = 0.026, the effect of collateral with patient satisfaction p = 0.006,
the effect of direct evidence with patient satisfaction p = 0.012, the effect of
empathy with patient satisfaction p = 0.021, influence responsiveness to patient
satisfaction p = 0.004.
Conclusions. It is concluded that the impact of service quality impact on
satisfaction Hospital patient who came to the hospital.
Keywords: Hospitals, BPJS, Quality Services.