HUBUNGAN KUALITAS PELAYANAN KEPERAWATAN DENGAN TINGKAT KEPUASAN KLIEN BPJS DI RUANG RAWAT INAP DI RSUD TARAKAN JAKARTA

Ikang Fatmala, . (2025) HUBUNGAN KUALITAS PELAYANAN KEPERAWATAN DENGAN TINGKAT KEPUASAN KLIEN BPJS DI RUANG RAWAT INAP DI RSUD TARAKAN JAKARTA. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

Client satisfaction is one of the main indicators in improving the quality of health services, therefore, the level of client satisfaction is an important benchmark in evaluating the success of services provided by health facilities. The level of BPJS client satisfaction with nursing services in this hospital was recorded at 88.34%, still below the WHO standard of 95%. Some factors that influence client dissatisfaction include impolite nurse behavior, lack of clarity of information, and ineffective communication. This study aims to analyze the relationship between nursing service quality and BPJS client satisfaction. The method used was quantitative research with a cross-sectional design, involving 124 respondents selected using purposive sampling technique. Data were collected through questionnaires related to the quality of nursing services and the level of satisfaction of BPJS clients, which were then analyzed using the Chi Square test. The results of the analysis showed a significant relationship between the quality of nursing services and the level of satisfaction of BPJS clients with a p value of 0.000 (p < 0.05), 95% CI, and OR 9.0008. Of the total 124 respondents, 74.2% of clients were dissatisfied when the quality of service was considered low, while 75.8% were satisfied with good service. This study recommends more effective communication, attention to client needs, and service training that emphasizes empathy. These measures are expected to improve client satisfaction and help the hospital achieve WHO satisfaction standards.

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2110711011] [Pembimbing : Sirajudin Noor] [Penguji 1 : Sudiharto] [Penguji 2 : Nelly Febriani]
Uncontrolled Keywords: Keyword: Nursing Services, BPJS Client Satisfaction
Subjects: R Medicine > RT Nursing
Divisions: Fakultas Ilmu Kesehatan > Program Studi Keperawatan (S1)
Depositing User: IKANG FATMALA
Date Deposited: 27 Jan 2025 05:22
Last Modified: 27 Jan 2025 05:22
URI: http://repository.upnvj.ac.id/id/eprint/35591

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