HUBUNGAN KUALITAS PELAYANAN PETUGAS PENDAFTARAN DENGAN KEPUASAN PASIEN BPJS RAWAT JALAN DI PUSKESMAS AIKMEL TAHUN 2022

Anisa Ratna Dewi; M. Adnan

Authors

Anisa Ratna Dewi Akademi Administrasi Rumah Sakit Mataram
M. Adnan Akademi Administrasi Rumah Sakit Mataram

Keywords:

Service Quality, Patient Satisfaction

Abstract

The ability of officers to meet patient needs can be measured by the level of patient satisfaction. There are patients who complain and complain to the registration officer, the complaint shown to the clerk at the registration is in the form of a complaint about the length of time in providing service, so that the patient waits long and the officers are less friendly in providing services. This study aims to determine the relationship between the service quality of registration officers and the satisfaction of outpatient BPJS patients at the Aikmel Health Center. This study is an analytic observational study with a cross sectional data design, the sample in this study was 85 respondents who were outpatient BPJS patients at Aikmel Health Center. The collection tools and methods used are questionnaires through the interview method conducted from April to July 2022. The data analysis used is univariate and bivariate analysis with Kendall's test. The results of the Kendall's tau test showed that the service quality of the registration officer was significantly related to patient satisfaction. It was known that the percentage of patients who were satisfied was higher, namely 43 people with a percentage (50.6%) compared to patients who felt very satisfied, amounting to 37 people with a percentage (43). ,5 %) and those who feel dissatisfied are 7 people with a percentage (5,9 %). The results of the bivariate analysis with the Kendall's tau test were obtained that the p value (Approx.Sig) = 0.000 <0.05 which means (significant) so that the hypothesis is accepted. The results showed that patients were satisfied with the service quality of the registration officer at the Aikmel Health Center, the better the service quality.

Downloads

Download data is not yet available.

References

Abidin. (2016). Pengaruh Kulaitas Pelayanan BPJS Kesehatan Terhadap Kepuasan Pasien Di Puskesmas Cempae Kota Pare-Pare. Jurnal MKMI. Pp 71-72.

Arikunto. (2017). Manajemen Penelitian. Jakarta: Rineka Cipta.

Assauri. (2003). Customer Service Yang Baik Landasan Pencapaian Customer Satisfaction.

Fer dan Makhfudli (2009). Analisis Kualitas pelayanan pasien pengguna Bpjs Rawat jalan terhadap kepuasan pelanggan di Puskesmas Lambur Luar Kab Tanjung Jabung Timur.

Goldberg. (1996). Mengukur Kepuasan Pelanggan.

Gronroose. (2007). Servqual Attributes Affecting Customer.

Hartono. (2010). Konsep Analisa Laporan Keuangan dengan Pendekatan.

Hidayat. (2007). Metode Penelitian dan Teknik Analisis Data. Jakarta: Salemba Medika.

Juliestya. (2017). Kepuasan Pasien Ditempat Pendaftaran Terhadap Kepuasan Pasien.

Jasfar. (2009). Manajemen Jasa Pendekatan Terpadu. Bogor : Ghalia Indonesia 2009.

Kasmir. (2017). Customer Serive: Teori dan Praktik. PT Raja Grafindo Persada: Jakarta.

Kotler. (2005). Manajemen pemasaran Jilid 1 dan 2. Jakarta: PT. Indeks Kelompok Gramedia.

Kotler & Thoha. (2002). Analisis Kepuasan Pasien Rawat Inap dan Rawat Jalan di RS Mh. Thamrin Cileungsi.

Notoatmodjo. (2010). Metologi Penelitian Kesehatan. Jakarta: Rineka Cipta.

Nooria. (2008). Pengaruh Persepsi Kualitas Jasa Pelayanan Terhadap Kepuasan dan Loyalitas Pelanggan di RSU Saras Husada Purworejo. Skripsi. Fakultas Psikologi. Universitas Muhammadiyah Surakarta.

Nursalam. (2017). Metodologi Penelitian Ilmu Keperawatan: pendekatan praktis (P.P. Lestari, ED) (4 th ed.)). Jakarta: Salemba Medika.

Morgan and Hunt. (1994). Mentioned That Customer Trust And Commitment Are Both Imperative For Maintening Relationships.

Peraturan Menteri kesehatan Republik Indonesia Nomer 75 Tahun 2014 Pasal 1. Tentang Pusat Kesehatan Masyarakat (Puskesmas).

Pohan Imbalo S. (2016). Jaminan Mutu Pelayanan Kesehatan: Dasar-Dasar Pengertian dan Penerapan. Jakarta: EGC.

Pohan Imbalo, S. (2002). Jaminan Mutu Layanan Kesehatan. Jakarta: Buku Kedokteran. EGC.

Pohan. (2006). Jaminan Mutu Pelayanan Kesehatan. Jakarta: Penerbit. Buku kedokteran UGM.

Purnomo. (2013). Lembaga Penyelenggara Program Jaminan Sosial Indonesia.

Puji Pertiwi Ilahi. 2016. Hubungan Kepuasan Pasien Pengguna BPJS Terhadap Kualitas Pelayanan. Skripsi.

Rachmita Defitri. 2021. Pengaruh Kulitas Pelayanan Petugas Pendaftaran Terhadap Kepuasan Pasien Rawat Jalan Di Puskesmas Mataran. Karya Tulis Ilmiah.

Rahadi Fitra Nova. 2010. “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Inap Pada Rumah Sakit PKU Muhammadiyah Surakarta. Skripsi.

Rizki, Arifin, & Sudjito, (2018). Pelayanan kualitas bermutu, kepuasan pasien.

Sinta Nuriyanti. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Badan Penyelenggara Jaminan Sosial Kesehatan Di Rumah Sakit Umum Daerah Kabupaten Pangkep. Pp. 16-17.

Saryono, (2013). Metodelogi Penelitian Kualitatif Dan Kuantitatif Dalam Bidang Kesehatan Yogyakarta: Nuha Medika.

Supranto, J. (2001). Pengukuran Tingkat Kepuasan Pelanggan untuk Menciptakan Kualitas Pelayanan.

Sugiyono. (2016). Metode penelitian Kuantitatif, Kualitatif dan R&D. Bandung: PT Alfabet. Tentang Pusat Kesehatan Masyarakat (Puskesmas).

Tjiptono. (2011). Tingkat keunggulan yang diharapkan dan pengendalian atas tingkat keunggulan tersebut untuk memenuhi keinginan pelanggan

Tjiptono. (2012). Pengaruh Kualitas Pelayanan dan Harga Terhadap Loyalitas Pelanggan Grab Semarang.

Wirajatmi. (1998). Jurnal ilmu administrasi media pengembangan ilmu praktik administrasi.

Yuni Sara. 2019. “ Hubungan Lama Waktu Tunggu Pelayanan Dengan Kepuasn Pasien Poli Penyakit Dalam di RSUD DR. MUHAMMAD ZEIN PAINAN Tahun 2019”., skipsi. Pp. 12-18.