Mawaddah Turrahmah, . (2025) HUBUNGAN KUALITAS PELAYANAN DAN KEBIJAKAN KESEHATAN TERHADAP KEPUASAN PASIEN BPJS DI PUSKESMAS CILANGKAP JAKARTA TIMUR TAHUN 2024. Tesis thesis, Universitas Pembangunan Nasional Veteran Jakarta.
![[img]](http://repository.upnvj.ac.id/style/images/fileicons/text.png) |
Text
ABSTRAK.pdf Download (15kB) |
|
Text
AWAL.pdf Download (959kB) |
|
Text
BAB 1.pdf Restricted to Repository UPNVJ Only Download (152kB) |
|
Text
BAB 2.pdf Restricted to Repository UPNVJ Only Download (305kB) |
|
Text
BAB 3.pdf Restricted to Repository UPNVJ Only Download (457kB) |
|
Text
BAB 4.pdf Restricted to Repository UPNVJ Only Download (912kB) |
|
Text
BAB 5.pdf Download (23kB) |
|
Text
DAFTAR PUSTAKA.pdf Download (303kB) |
|
Text
RIWAYAT HIDUP.pdf Restricted to Repository UPNVJ Only Download (128kB) |
|
Text
LAMPIRAN.pdf Restricted to Repository UPNVJ Only Download (10MB) |
|
Text
HASIL PLAGIARISME.pdf Restricted to Repository staff only Download (5MB) |
|
Text
ARTIKEL KI.pdf Restricted to Repository staff only Download (446kB) |
Abstract
Patient Satisfaction is an important indicator of the quality of health services. The decline in patient satisfaction can be caused by increased access to health services but the quality of service is still low and does not meet patient expectations. In terms of measuring patient satisfaction, it can be seen from the patient's perspective on the quality of service such as tangible, reliability, responsiveness, empathy, assurance, price and location and from the perspective of health workers in the implementation of health policies such as communication, resources, disposition, and bureaucratic structure. This study aims to analyze the relationship and explore more deeply about the quality of service and health policies on BPJS patient satisfaction at health centers. This research method uses a mix-method with explanatory sequential design. Quantitative data were obtained through a survey of 140 respondents with purposive sampling, while qualitative data were collected through in-depth interviews with the head of the health center, health workers, and patients. The results showed that there was a significant relationship between tangible, reliability, responsiveness, empathy, assurance, price and location on patient satisfaction with a p value of 0.000 (p <0.05). The Assurance dimension is the most dominant variable with a POR value of 13.140 (95% CI: 2.372-72.781). Based on interviews with health workers, the implementation of policies in health services has been very good, such as clear and detailed communication, sufficient human resources with good abilities and skills, medical activities that are in accordance with Standard Operating Procedures, and a very easy registration process for patients. However, there are still complaints about physical facilities such as inadequate waiting rooms, inadequate parking areas and the attitude of health workers who are still less friendly when serving patients. Therefore, this study recommends improving the quality of service by improving inadequate physical facilities, adding training for the abilities of health workers, and improving attitudes in serving patients.
| Item Type: | Thesis (Tesis) |
|---|---|
| Additional Information: | [No.Panggil: 2310722003] [Pembimbing: Een Kurnaesih] [Penguji 1: Suparni] [Penguji 2: Chandrayani Simanjorang] [Penguji 3: Laily Hanifah] |
| Uncontrolled Keywords: | BPJS, Health Policy, Patient Satisfaction, Quality of Service |
| Subjects: | Q Science > Q Science (General) R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine |
| Divisions: | Fakultas Ilmu Kesehatan > Kesehatan Masyarakat S2 |
| Depositing User: | MAWADDAH TURRAHMAH |
| Date Deposited: | 06 Aug 2025 08:09 |
| Last Modified: | 06 Aug 2025 08:09 |
| URI: | http://repository.upnvj.ac.id/id/eprint/38114 |
Actions (login required)
 |
View Item |