SARI RHI, YULIANA ELFA PUSPITA (2024) ANALISIS KUALITATIF KEPUASAN PASIEN BPJS DALAM PELAYANAN RAWAT JALAN DI RUMAH SAKIT BHAKTI WIRA TAMTAMA SEMARANG DENGAN METODE SERVPERF. Other thesis, Universitas Widya Husada Semarang.
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Abstract
ABSTRACT Yuliana Elfa Puspita Sari Rhi Qualitative Analysis of BPJS Patient Satisfaction in Outpatient Services at Bhakti Wira Tamtama Hospital Semarang Using the SERVPERF Method xv + 75 Pages + 1 Tables + 3 Figures + 13 Attachments Background: Equitable healthcare is a right for every Indonesian citizen, including those registered with BPJS Kesehatan. BPJS plays a crucial role in providing health insurance by meeting medical service quality standards. Patient satisfaction is a primary indicator of service quality, which affects the number of visits and the public perception of hospitals. This study uses the SERVPERF method to analyze BPJS patient satisfaction in outpatient services at Bhakti Wira Tamtama Hospital Semarang, focusing on five service quality dimensions: Tangibles, Responsiveness, Empathy, Assurance, and Reliability. Method: This study uses a qualitative approach with the SERVPERF method. Research Results: The results indicate that patient satisfaction is greatly influenced by the cleanliness and comfort of the facilities, as well as the good appearance of the staff in the tangibles dimension. In the reliability dimension, there is dissatisfaction related to waiting times that do not meet expectations, although services are generally consistent. In the responsiveness dimension, medical staff are considered responsive and professional, although there are some complaints about slow responses at certain times. In the assurance dimension, patients feel safe and confident in the competence of the medical staff. The empathy dimension shows that medical staff have a good ability to understand and respond to patient needs. Conclusion: This study found that BPJS patient satisfaction in outpatient services at Bhakti Wira Tamtama Hospital is influenced by five SERVPERF dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Overall, patients are satisfied with the cleanliness and comfort of the facilities and the competence of the medical staff. However, there are some complaints regarding the timeliness of services and staff response during busy hours. To improve patient satisfaction, the hospital is advised to enhance service time management and continuously improve the quality of interactions between medical staff and patients.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Patient Satisfaction, BPJS, Outpatient Services, SERVPERF |
| Subjects: | R Medicine > RV Botanic, Thomsonian, and eclectic medicine |
| Divisions: | Fakultas Keperawatan Bisnis dan Teknologi > S1 Informatika Medis |
| Depositing User: | Admin Cakep Perpus |
| Date Deposited: | 04 Feb 2025 07:58 |
| Last Modified: | 04 Feb 2025 07:58 |
| URI: | http://eprints.uwhs.ac.id/id/eprint/2601 |
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