Skripsi

ANALISIS KEPUASAN PESERTA JAMINAN KESEHATAN NASIONAL (JKN) RAWAT JALAN TERHADAP KEPUASAN PELAYANAN DI RUMAH SAKIT ERNALDI BAHAR DI KOTA PALEMBANG

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The quality of hospital services is an essential factor in determining patient satisfaction, particularly among participants of the National Health Insurance (JKN), who represent the largest group of outpatient service users. Preliminary observations indicate that several service dimensions at Ernaldi Bahar Hospital in Palembang are not yet optimal, potentially affecting patient satisfaction. This study aims to analyze the relationship between the dimensions of service quality and the satisfaction of outpatients who are participants of the National Health Insurance (Jaminan Kesehatan Nasional, JKN) at Ernaldi Bahar Hospital, Palembang. The research design used was a cross-sectional study with a total sample of 100 respondents. Data were collected using questionnaires and analyzed using the Chi-Square test and Prevalence Ratio (PR). This study was analyzed using univariate, bivariate, and multivariate analyses. The most dominant system was identified. The primary recommendation for the hospital is to continuously strengthen the dimensions of assurance, reliability, and responsiveness. The findings show that several service quality dimensions have a significant relationship with patient satisfaction, namely tangibles), reliability, responsiveness, assurance, empathy, quality, and system. Meanwhile, the dimensions of access and process did not show a significant association with patient satisfaction. It can be concluded that the dimensions of assurance, reliability, and responsiveness are the most influential factors affecting outpatient satisfaction among JKN participants at Ernaldi Bahar Hospital, Palembang. Keyword : Service quality, Patient satisfaction, National Health Insurance, SERVQUAL dimensions Literature : 66 (2005-2025)

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Detail Information

Series Title

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Call Number

T1905762025

Publisher

Indralaya : Prodi Kesehatan Masyarakat, Fakultas Kesehatan Masyarakat Universitas Sriwijaya., 2025

Collation

xii, 133 hlm.; ilus.; 29 cm

Language

Indonesia

ISBN/ISSN

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Classification

362.110 7

Content Type

Text

Media Type

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Carrier Type

-

Edition

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Subject(s)

Pelayanan Rumah Sakit
Prodi Kesehatan Masyarakat

Specific Detail Info

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Statement of Responsibility

TUTI

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