Hubungan Mutu Pelayanan dengan Kepuasan Pasien Pengguna Program Jaminan Kesehatan BPJS di Puskesmas Pakan Salasa Kecamatan Pauh Duo Kabupaten Solok Selatan Tahun 2015
- Penulis
- Yuafdal
- Pembimbing
- Zainal Abidin; Cici Apriza Yanti
- Jenis repository
- Skripsi
- Tahun
- 2017
- Fakultas
- Fakultas Ilmu Kesehatan
- Program studi
- S1 Kesehatan Masyarakat
- Metode penelitian
- —
- Jenis metode
- —
- Variabel
- —
- Sumber dana
- —
- Lokasi/wilayah penelitian
- —
- Dipublikasikan
- 11 April 2017
Abstrak
Puskesmas Pakan Salasa merupakan salah satu Puskesmas dengan jumlah kunjungan pasien BPJS paling sedikit jika dibandingkan dengan Puskesmas Lain yang ada di Kabupaten Solok Selatan, yaitu sebanyak 4.552 (29%). Penelitian ini bertujuan untuk mengetahui Hubungan Mutu Pelayanan dengan Kepuasan Pasien Pengguna Program Jaminan Kesehatan BPJS di Puskesmas Pakan Salasa Kecamatan Pauh Duo Kabupaten Solok Selatan Tahun 2015. Jenis penelitian ini deskriptif analitik dengan pendekatan cross sectional study. Populasi penelitian adalah peserta BPJS di Wilayah Kerja Puskesmas Pakan Salasa tahun 2015 sebanyak 4552 orang. Pengambilan sampel menggunakan teknik accidental sampling sehingga didapatkan sampel sebanyak 60 orang. Pengumpulan data menggunakan kuisioner dan pengolahan data penelitian dilakukan secara komputerisasi meliputi analisis univariat dan analisis bivariat menggunakan uji chi square. Hasil penelitian menunjukkan bahwa 73,3% responden menyatakan kualitas pelayanan dimensi mutu tangible baik, 73,3% menyatakan reliability baik, 63,3% menyatakan responsiveness baik, 73,3% menyatakan assurance baik, 63,3% responden menyatakan puas. Hasil analisis statistik menunjukkan bahwa ada hubungan antara mutu pelayanan dimensi tangible (p = 0,001, OR = 10,2), reliability (p = 0,000, OR = 16,852), responsiveness (p = 0,000, OR = 9,49) dan empathy (p = 0,000, OR = 39,667) dengan kepuasan pasien dan tidak ada hubungan antara assurance (p = 0,111) dengan kepuasan pasien. Dapat disimpulkan bahwa mutu pelayanan tangible, reliability, responsiveness, empathy berhubungan dengan kepuasan pasien. Diharapkan kepada pihak Puskesmas Pakan Salasa untuk selalu meningkatkan kualitas pelayanan kepada masyarakat, khususnya kepada pasien BPJS, agar harapan pasien terhadap pelayanan yang memuaskan dapat terpenuhi serta dapat meningkatkan kunjungan pasien BPJS di Puskesmas Pakan Salasa. Abstract (EN): Pakan Salasa Community health center is one of the community health centers with the fewest visits in Solok Selatan regency, which are 4,552 (29%). This research was conducted to determine the relationship between service quality and patient satisfaction on BPJS health insurance program in Pakan Salasa community health center of sub-district Pauh Duo, Solok Selatan regency in 2015. Type of this research was descriptive analysis with cross sectional study approach. The population was BPJS members in Pakan Salasa health center community’s working area in 2015 which were 4,552 members. The sample was taken by using accidental samping technique; which were 60 respondents. The data was collected by using questionnaire and processed by using computerization with univariat and bivariat by chi square test. The result of this research showed that 73,3% of respondents stated that the quality of tangible service quality dimensions was good, 73,3% of respondents stated that reliability was good, 63,3% of respondents stated that responsiveness was good, 73,3% of respondents stated that the assurance was good, 63,3% of respondents were satisfied. The result of statistic analysis showed there was a relationship between service quality dimension tangible (p = 0,001, OR = 10,2), reliability (p = 0,000, OR = 16,852), responsiveness ( p = 0,000, OR = 9,49), empathy (p = 0,000, OR = 39,667) and patient satisfaction, and there was no relationship between assurance (p = 0,111) and patient satisfaction. It can be concluded that service quality dimensions of tangible, reliability, responsiveness and empathy were related to patient satisfaction. The employee of community health center is expected to improve their service quality to the society, especially to BPJS members, in order to fulfill the expectation of good service quality. This, it can increase BPJS members’ visit to Pakan Salasa community health center.