Analisis Kualitas Pelayanan Kesehatan Terhadap Kepuasan Peserta Jkn Di Puskesmas Bandaharjo Semarang Tahun 2023
Item
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Judul
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Analisis Kualitas Pelayanan Kesehatan Terhadap Kepuasan Peserta Jkn Di Puskesmas Bandaharjo Semarang Tahun 2023
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Subject
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Manajemen Informasi Kesehatan
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Abstract
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Puskesmas is a Health Technical Implementation Unit (UPT) under the supervision of the District/City Health Service. In general, community health centers must provide health services that carry out public health efforts and first-level individual health efforts, prioritizing promotive and preventive efforts to achieve the highest level of public health in their work area. The quality of health services is part of the indicators of participant satisfaction, both in terms of infrastructure, service processes, and improvements that will be received by health service users. To measure consumer satisfaction, it is important to compare the quality of services received with what they expected. This study aims to analyze whether or not there is an influence of the variables reliability, responsiveness, assurance, empathy and tangible on service quality on patient satisfaction of BPJS participants at the Bandaharjo Health Center and to determine the quality of health services at the Bandaharjo Health Center based on information from BPJS participant patients as consumers. The research was conducted in June 2024 with the research location at the Bandaharjo Health Center, Semarang City. The number of samples in this study was 71 who met the research inclusion criteria. This type of research is quantitative research, survey research method using an explanatory approach. Data analysis was carried out using Bivariate tests using the SPSS 26 chi square test. The results of the research showed that there was a relationship between the quality of health services and patient satisfaction of JKN participants between the Tangible Sig dimensions. (2-tailed) 0.034, Reliability dimension Sig. (2-tailed) 0.000, Responsiveness dimension Sig. (2-tailed) 0.034, Empathy dimension Sig. (2-tailed) 0.002, while the quality of health services in the Assurance dimension shows no relationship with patient satisfaction with Sig. (2-tailed) 0.259>0.05. It is hoped that it can provide positive input for the development of community knowledge, medical nursing personnel, as an appeal to the city government to always give special attention to health workers, especially at the Bandarharjo Semarang Health Center Health Facilities, to further improve the quality of service so that patient satisfaction can also increase, in order to maximize patient confidence in utilizing health services
Keywords: Quality of Health Services, Patient Satisfaction, JKN Participants
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Creator
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Amanda Monica Widyaningrum,
Silvia Nurvita
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Source
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https://ejurnalmalahayati.ac.id/index.php/MAHESA/article/view/17136
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Publisher
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MAHESA: Malahayati Health Student Journal
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Language
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Indonesia
