Fernando, Bobby (2023) HUBUNGAN KEPUASAN PASIEN PENGGUNA BPJS DAN NON BPJS TERHADAP KUALITAS PELAYANAN KESEHATAN DI PUSKESMAS PULOMERAK. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
For BPJS users, some feel uncomfortable with the services provided. Identifying differences in the satisfaction of BPJS and NON BPJS patients with health services from the Tangibles, Reliability, Responsiveness, Assurance, and Empathy aspects at the Pulomerak Health Center. The object of research that becomes the respondent is people who use BPJS and NON BPJS health services. This research design was carried out at the Pulomerak Health Center. In this study using quantitative methods, namely servqual and bivariate test. The object to be studied is the number of 50 BPJS user patient respondents and 50 non BPJS patient respondents at the Pulomerak Health Center. on the aspects of Tangibles, Reliability, Empathy, and Assurance greater than 0.05, it can be stated that there is no difference in the satisfaction of patients using BPJS and non BPJS for health services from the Tangibles, Reliability, Empathy, and Assurance aspects at the Pulomerak health center. ) on the Responsiveness aspect is smaller than 0.05, so it is stated that there are differences in patient satisfaction using BPJS and non-BPJS with health services. Increase responsiveness to consumer needs and pay attention and explain related complaints and medical actions taken. To the officers in the administration department to further improve customer service regardless of the initial appearance of the patient and the patient's family.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Bagi pengguna BPJS beberapa merasa tidak nyaman pada pelayanan yang di berikan. Mengidentifikasi perbedaan kepuasan pasien pengguna BPJS dan NON BPJS terhadap pelayanan kesehatan dari aspek Tangibles, Reliability, Responsiveness, Assurance, dan Emphaty di Puskesmas Pulomerak. Objek penelitian yang menjadi responden adalah masyarakat yang menggunakan jasa pelayanan kesehatan BPJS dan NON BPJS.Rancangan penelitian ini di lakukan di Puskesmas Pulomerak. Pada penelitian ini menggunakan metode kuantitatif yaitu servqual dan uji bivariat. Untuk objek yang akan di teliti ialah dengan jumlah 50 responden pasien pengguna BPJS dan 50 responden pasien non BPJS pada Puskesmas Pulomerak. pada aspek Tangibles, Reliability, Emphaty, dan Assurance lebih besar dari 0,05 dapat dinyatakan bahwa tidak terdapat perbedaan kepuasan pasien penguna BPJS dan non BPJS terhadap pelayanan kesehatan dari aspek Tangibles, Reliability, Emphaty, dan Assurance di puskesmas Pulomerak. ) pada aspek Responsiveness lebih kecil dari 0,05, sehingga dinyatakan bahwa terdapat perbedaan kepuasan pasien penguna BPJS dan non BPJS terhadap pelayanan kesehatan Kepada perawat untuk lebih memperhatian pendekatan individu dengan konsumen sehingga terjadi hubungan emosional yang baik dengan konsumen dan meningkatkan keramah-tamahan. Meningkatkan daya tanggap terhadap kebutuhan konsumen dan memperhatikan serta menjelaskan terkait keluhan dan tindakan medis yang dilakukan. Kepada petugas bagian administrasi untuk lebih meningkatkan pelayanan konsumen dengan tidak memandang dari penampilan awal pasien dan keluarga pasien. | |||||||||
| Uncontrolled Keywords: | Service Quality, Service Quality, Bivariate Test. Kualitas Layanan, Service Quality, Uji Bivariat. | |||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
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| Divisions: | 03-Fakultas Teknik > 26201-Jurusan Teknik Industri 03-Fakultas Teknik |
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| Depositing User: | mr Bobby Fernando | |||||||||
| Date Deposited: | 18 Jul 2023 14:48 | |||||||||
| Last Modified: | 25 Jul 2023 08:53 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/26706 |
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