HUBUNGAN WAKTU TUNGGU PELAYANAN DAN KEMUDAHAN PROSEDUR ADMINISTRASI DENGAN KEPUASAN PASIEN BPJS RAWAT JALAN DI RSUD CIPAYUNG TAHUN 2026

Putri Octaviani, . (2026) HUBUNGAN WAKTU TUNGGU PELAYANAN DAN KEMUDAHAN PROSEDUR ADMINISTRASI DENGAN KEPUASAN PASIEN BPJS RAWAT JALAN DI RSUD CIPAYUNG TAHUN 2026. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

Patient satisfaction is one of the indicators of hospital service quality. Service waiting time and ease of administrative procedures are non-medical service aspects that may be associated with outpatient BPJS patient satisfaction. This study aimed to analyze the relationship between service waiting time, ease of administrative procedures, and outpatient BPJS patient satisfaction at Cipayung Regional General Hospital in 2026. A quantitative study with a cross-sectional design was conducted among 106 respondents selected using consecutive sampling technique. Data were collected through observation sheets and questionnaires and analyzed using the Pearson Chi-Square test. The results showed that most respondents experienced waiting times exceeding the standard (77.4%), perceived the administrative procedures as easy (55.7%), and were dissatisfied with the services received (53.8%). There was a significant relationship between service waiting time and patient satisfaction (p=0.006; OR=3.795; 95% CI=1.416-10.169), as well as between the ease of administrative procedures and patient satisfaction (p=0.025; OR=2.459; 95% CI=1.113=5.432). It was concluded that service waiting time and ease of administrative procedures were significantly associated with outpatient BPJS patient satisfaction at Cipayung Regional General Hospital in 2026. Therefore, hospitals should improve service waiting time efficiency while maintaining the quality of administrative procedures to enhance service quality and patient satisfaction.

Item Type: Thesis (Skripsi)
Additional Information: [NoPanggil: 2210713113] [Pembimbing: Ayu Anggraeni Dyah Purbasari} [Penguji 1: Putri Permatasari] [Penguji 2: Riswandy Wasir]
Uncontrolled Keywords: BPJS, patient satisfaction, ease of administrative procedures, service waiting time
Subjects: Q Science > Q Science (General)
Divisions: Fakultas Ilmu Kesehatan > Program Studi Kesehatan Masyarakat (S1)
Depositing User: PUTRI OCTAVIANI
Date Deposited: 03 Sep 2026 02:26
Last Modified: 03 Sep 2026 02:26
URI: http://repository.upnvj.ac.id/id/eprint/52953

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