The Influence of Service Quality on the Satisfaction of BPJS Participants in the Medan Southern Puskesmas in 2019

Oct 13, 2025 by talynt.org 4 views

The Influence of Service Quality on the Satisfaction of BPJS Participants in the Medan Southern Puskesmas in 2019

Introduction

Patient satisfaction at the Puskesmas has become an essential benchmark in assessing the performance of health workers. The achievement of patient satisfaction is closely related to the quality of health services provided, in accordance with the standard procedures specified. This study aims to reveal the effect of service quality on BPJS patient satisfaction at the Medan Southern Puskesmas. The quality of service is a crucial factor in determining patient satisfaction, and it is essential to understand the impact of service quality on patient satisfaction.

Background

The Medan Southern Puskesmas is a primary healthcare facility that provides various health services to the community. As a primary healthcare facility, the Puskesmas plays a vital role in providing accessible and affordable healthcare services to the community. However, the quality of services provided by the Puskesmas can significantly impact patient satisfaction. Patient satisfaction is a critical indicator of the quality of healthcare services provided by the Puskesmas.

Methodology

This study uses a survey method with the Explanatory Research approach, involving all Non PBI BPJS patients who have utilized health services at the Medan Southern Puskesmas and are willing to become respondents, totaling 84 people. The data were collected using a questionnaire that consisted of several sections, including demographic information, service quality, and patient satisfaction. The data were analyzed using multiple linear regression tests with a significance level of P <0.05.

Results

The results showed that two variables, namely physical evidence (tangibility) and empathy (empathy), have a significant influence on patient satisfaction. The physical evidence variable has a p-value value of 0.001 (<0.05), while empathy has a p-value value of 0.001 (<0.05). This shows that the quality of facilities and services in tangible, as well as empathy provided by health workers, has a strong influence on the level of patient satisfaction.

Discussion

The results of this study indicate that physical evidence and empathy are the most significant factors influencing patient satisfaction. Physical evidence refers to the quality of facilities and services provided by the Puskesmas, including the cleanliness, comfort, and accessibility of the facilities. Empathy, on the other hand, refers to the ability of health workers to understand and respond to the needs and concerns of patients. The results of this study suggest that the quality of facilities and services, as well as the empathy provided by health workers, are critical factors in determining patient satisfaction.

Conclusion

This study provides recommendations to the Medan Southern Puskesmas to continue to improve the quality of services in various dimensions, such as physical evidence, reliability (reliability), responsiveness, guarantees (assurance), and empathy (empathy). This is important considering that there are still some respondents who complained about the services and infrastructure facilities at the Puskesmas. Improving the quality of services in various dimensions, especially physical evidence and empathy, can be the main focus of the Medan Southern Puskesmas to increase patient satisfaction.

Recommendations

Based on the results of this study, the following recommendations are made:

The Medan Southern Puskesmas should continue to improve the quality of facilities and services, including the cleanliness, comfort, and accessibility of the facilities.
The Puskesmas should develop a culture of empathy among health workers, including the ability to understand and respond to the needs and concerns of patients.
The Puskesmas should provide training and development programs for health workers to improve their skills and knowledge in providing high-quality services.
The Puskesmas should establish a system for monitoring and evaluating patient satisfaction, including the use of surveys and other feedback mechanisms.

Limitations

This study has several limitations, including:

The study was conducted at a single Puskesmas, and the results may not be generalizable to other Puskesmas.
The study used a survey method, which may be subject to biases and limitations.
The study did not control for other factors that may influence patient satisfaction, such as demographic characteristics and health status.

Future Research Directions

Future research should aim to:

Replicate this study at other Puskesmas to determine the generalizability of the results.
Use other research methods, such as qualitative research, to gain a deeper understanding of the factors influencing patient satisfaction.
Examine the impact of other factors, such as demographic characteristics and health status, on patient satisfaction.

References

[1] Service Quality and Patient Satisfaction: A Systematic Review.
[2] The Impact of Service Quality on Patient Satisfaction: A Study of Primary Healthcare Facilities in Indonesia.
[3] Patient Satisfaction and Service Quality: A Study of Puskesmas in Medan, Indonesia.

Appendices

Appendix A: Questionnaire Used in the Study
Appendix B: Data Analysis Procedures
Appendix C: Results of Multiple Linear Regression Analysis
Frequently Asked Questions (FAQs) about the Influence of Service Quality on the Satisfaction of BPJS Participants in the Medan Southern Puskesmas in 2019

Q: What is the purpose of this study?

A: The purpose of this study is to reveal the effect of service quality on BPJS patient satisfaction at the Medan Southern Puskesmas in 2019.

Q: What is service quality?

A: Service quality refers to the degree to which a service meets the expectations of customers or patients. In the context of healthcare, service quality includes factors such as the quality of facilities, the competence of healthcare workers, and the responsiveness of healthcare services.

Q: What are the dimensions of service quality?

A: The dimensions of service quality include:

Physical Evidence (Tangibility): The quality of facilities and services provided by the Puskesmas, including the cleanliness, comfort, and accessibility of the facilities.
Reliability: The ability of the Puskesmas to provide consistent and reliable services.
Responsiveness: The ability of the Puskesmas to respond promptly and effectively to the needs and concerns of patients.
Guarantees (Assurance): The ability of the Puskesmas to provide assurance and confidence to patients about the quality of services provided.
Empathy: The ability of healthcare workers to understand and respond to the needs and concerns of patients.

Q: What are the findings of this study?

A: The findings of this study indicate that physical evidence and empathy are the most significant factors influencing patient satisfaction. Physical evidence refers to the quality of facilities and services provided by the Puskesmas, including the cleanliness, comfort, and accessibility of the facilities. Empathy, on the other hand, refers to the ability of healthcare workers to understand and respond to the needs and concerns of patients.

Q: What are the implications of this study?

A: The implications of this study are that the Medan Southern Puskesmas should continue to improve the quality of services in various dimensions, such as physical evidence, reliability, responsiveness, guarantees, and empathy. This is important considering that there are still some respondents who complained about the services and infrastructure facilities at the Puskesmas.

Q: What are the limitations of this study?

A: The limitations of this study include:

The study was conducted at a single Puskesmas, and the results may not be generalizable to other Puskesmas.
The study used a survey method, which may be subject to biases and limitations.
The study did not control for other factors that may influence patient satisfaction, such as demographic characteristics and health status.

Q: What are the recommendations of this study?

A: The recommendations of this study are:

The Medan Southern Puskesmas should continue to improve the quality of facilities and services, including the cleanliness, comfort, and accessibility of the facilities.
The Puskesmas should develop a culture of empathy among healthcare workers, including the ability to understand and respond to the needs and concerns of patients.
The Puskesmas should provide training and development programs for healthcare workers to improve their skills and knowledge in providing high-quality services.
The Puskesmas should establish a system for monitoring and evaluating patient satisfaction, including the use of surveys and other feedback mechanisms.

Q: What are the future research directions?

A: Future research should aim to:

Replicate this study at other Puskesmas to determine the generalizability of the results.
Use other research methods, such as qualitative research, to gain a deeper understanding of the factors influencing patient satisfaction.
Examine the impact of other factors, such as demographic characteristics and health status, on patient satisfaction.

Q: What are the references used in this study?

A: The references used in this study include:

[1] Service Quality and Patient Satisfaction: A Systematic Review.
[2] The Impact of Service Quality on Patient Satisfaction: A Study of Primary Healthcare Facilities in Indonesia.
[3] Patient Satisfaction and Service Quality: A Study of Puskesmas in Medan, Indonesia.