The Influence of Service Quality on Patient Satisfaction of BPJS Participants in The Outpatient Poly Registration Unit RSIA Restu Bunda Endang Murniasih1.
Nidya Aryani1*.
M Erfan Saputra1
1,2,3
Sekolah Tinggi Ilmu Kesehatan Panca Bhakti.
Lampung.
Indonesia *e-mail: Nidya.
75@gmail.
ABSTRACT
Patient satisfaction can be defined as the patient's feeling of satisfaction, joy and relief due to receiving good service.
This research aims to determine the effect of service quality on the satisfaction of inpatients at the Restu Bunda Mother and Child Hospital in Bandar Lampung.
The method used in this research is quantitative.
The population was 299 BPJS outpatient patients, the sample used was 30 respondents using accidental sampling technique.
The analysis used in this research is the Reliability.
Normality.
Linear and T-Test tests.
The instrument used is a questionnaire.
The research results show that the sig value is 0.
000, which is smaller than the sig value that has been set, namely 0.
Service quality has a positive and significant influence on patient satisfaction of BPJS participants in the outpatient clinic registration unit at RSIA Bunda Bandar Lampung.
In other words, the results of this research state that service quality has a positive and significant influence.
Suggestions for the Restu Bunda Mother and Child Hospital in Bandar Lampung to improve staff training and skills development on an ongoing basis to ensure that all employees have adequate skills and knowledge to provide optimal services to patients.
Keywords: Quality of Outpatient Services.
Patient Satisfaction 179 2nd International Health Conference STIKes Panca Bhakti (IHCPB) INTRODUCTION Low patient satisfaction levels create a problem.
A hospital in one of the ASEAN countries has data where the data shows that patients who feel satisfied are 79%, while the standard set is greater than 85%.
In Indonesia in 2017 Hospital X had a percentage of inpatient satisfaction of 75%, based on the Minimum Service Standards (SPM) this value is still below the inpatient indicator which should be 90%.
Quality of service is the fulfillment of services related to how much the patient's expectations and needs are.
This means that services can be said to be of quality if most of the patient's expectations can be met.
According to Kotler .
, defining quality of service is a patient's assessment of the service received with the expected level of Satisfaction is a feeling of joy, satisfaction, and relief from someone because they get a product or service well (Ahmad Zikri, 2.
In general, patients can feel the difference between what they receive and what they expect.
consumer assessment of satisfaction and increase consumer expectations, so that they can become loyal customers.
Hospitals are the spearhead of development and community services.
Hospitals must provide excellent service for every type of service provided, both for outpatient services, inpatient services, and emergency services.
Excellent service according to Zulfan is a service that is provided quickly, precisely, and meets the desires of customers or relations.
Therefore, the Hospital as a service facilitator to customers or relations.
The Hospital as a health service facilitator is expected to provide quality health services that refer to the level of health service conformity.
Quality must be seen more generally, where not only a few things are determined but also consist of humans, the environment and its processes.
(Wahyuni.
METHOD This research is descriptive research with a quantitative research type and uses a cross sectional research design.
This research instrument uses a questionnaire.
The data used is primary data.
The population in this study were 299 BPJS patients in the registration unit in February 2024 at Restu Bunda Hospital in Bandar Lampung.
The sample used was 30 respondents using accidental sampling techniques.
The analysis used in this research is the Reliability.
Normality.
Linear and T-Test tests.
180 2nd International Health Conference STIKes Panca Bhakti (IHCPB) RESULTS Based on the research results looking at the Respondent Profile, namely from the characteristics .
ge, gender, education and occupatio.
the following results were obtained:
Table 1.
Frequency distribution of respondents based on characteristics .
ge, gender, education and employment at RSIA Restu Bunda Bandar Lampung
Characteristics Frequency Percentage (%) Age
11-20 Th
21-30 Th
31-40 Th
41-40 Th
Male
Female SMP
SMA
Diploma
Sarjana
PNS
Wiraswasta Etc Gender Education Work Based on table 1 diperoleh bahwa Most of the respondents in this study were aged 21 - 30 years, namely 13 people .
%) with female gender totaling 30 people .
%), based on education, the most were high school as many as 23 people .
%), in terms of work the most were self-employed.
namely 17 people .
%).
181 2nd International Health Conference STIKes Panca Bhakti (IHCPB) Table 2 Shapiro-Wilk Normality Test Results Kepuasan Pasien Kualitas Pelayanan Statistic Shapiro-Wilk Sig.
Based on the SPSS output table, it is known that the significance value of Asymp, sig Shapiro-Wilk above has a value of > 0.
So in accordance with the basis for decision making in the Shapiro-Wilk normality test above, it can be concluded that the data is normally distributed.
Thus, the normality assumptions or requirements in the regression model have been met.
Simple Linear Regression Test Table 3.
Simple Linear Regression Test Results Based on the table above, a simple linear regression equation is obtained :
Y = 4.
The interpretation is as follows:
A constant value of 4.
470 means that if the service quality variable value is constant 0, then the patient satisfaction value will be 4.
The service quality variable has a positive regression coefficient value of 0.
926, which means that every time there is an increase in quality service, there will be an increase in patient satisfaction.
182 2nd International Health Conference STIKes Panca Bhakti (IHCPB) Tabel 4.
T Test Results Count T Table Sig Information 12,994 2,04841 0,000<0,05 Ha accepted Based on the table above, the calculated t value is 12.
994 and > t table .
and the Sig value is 0.
000 < 0.
05, which means accepting Ha and rejecting H0 so it can be stated that service quality has a positive and significant influence on satisfaction.
Coefficient of Determination Test (R.
Table 5.
Coefficient of Determination Test Results (R.
Based on the table above, the Adjusted R Square value is 0.
853, which means that service quality has an influence of 85.
3% on patient satisfaction, the remaining 14.
7% is influenced by other variables outside this research.
DISCUSSION