The Effect of Perception of Service Quality on BPJS Patient Satisfaction in the Inpatient Room of Mitra Sejati Hospital Medan in 2015

Oct 13, 2025 by wbrum.org 84 views

The Effect of Perception of Service Quality on BPJS Patient Satisfaction in the Inpatient Room of Mitra Sejati Hospital Medan in 2015

Introduction

The inpatient room of the Medan Mitra Sejati General Hospital is a silent witness to the experience of BPJS patients during their treatment. In 2015, the data showed that the hospital's bed occupation rate (BOR) value of this hospital reached 78% with a total of 14,552 inpatients. Since cooperation with BPJS Health began in 2014, the drill has increased significantly to 92.6% with 15,424 inpatients. Although this number is quite encouraging, hospital management receives a number of complaints about services that are felt to be unsatisfactory. These complaints include doctors who do not do visits, nurses that are difficult to contact and are less friendly, lack of information about the patient's health conditions, as well as discomfort in the room that results in dissatisfaction with service quality.

Background

The purpose of this study was to analyze the effect of service quality perceptions on BPJS patient satisfaction in the Class I Inpatient Room of Mitra Sejati Medan Hospital in 2015. The type of research conducted was the Explanatory Study with the population included all BPJS patients treated in class I in the year in the year Same, numbered 1,400 people. Samples were taken as many as 100 people using simple random sampling techniques. Data was collected through a questionnaire and analyzed using univariate analysis methods, bivariates with chi-square, as well as multivariate analysis using multiple linear regression tests with a significance rate of 95%.

Methodology

The research methodology used in this study was the Explanatory Study, which aimed to analyze the effect of service quality perceptions on BPJS patient satisfaction. The population included all BPJS patients treated in class I in the year in the year Same, numbered 1,400 people. Samples were taken as many as 100 people using simple random sampling techniques. Data was collected through a questionnaire and analyzed using univariate analysis methods, bivariates with chi-square, as well as multivariate analysis using multiple linear regression tests with a significance rate of 95%.

Results

The results showed a significant influence of the five dimensions of service quality - namely physical evidence, reliability, responsiveness, guarantees, and empathy - on the satisfaction of BPJS inpatients class I (P <0.05). Of the five dimensions, the responsiveness variable is proven to be a dominant factor that affects patient satisfaction with a coefficient value of 1,024.

Discussion

The effect of the perception of service quality on BPJS patient satisfaction shows how important the quality of services in hospitals. In an era where patients are increasingly aware of their rights, hospital management needs to be more responsive to the input received. The perception of service quality not only includes the availability of facilities, but also the way doctors and nurses interact with patients. Good responsiveness can increase patient satisfaction, which in turn can improve the image of the hospital and increase the number of patients who come.

Furthermore, training for medical and non-medical personnel is an indispensable investment. By improving communication and service skills, hospital officers can be better in dealing with patient complaints and provide clear information about the disease and care carried out. In addition, attention to details in providing physical facilities such as the comfort of the room also contributes significantly to patient satisfaction.

Conclusion

Finally, this research underlines the need for more proactive management in managing services in hospitals. The application of the recommendations given can improve the patient's overall experience, not only for BPJS patients, but also for all patients who receive services at Mitra Sejati RSU Medan. A hospital that can provide high quality services will create trust and loyalty from patients, which are valuable assets in the world of competitive health today.

Recommendations

Based on the results of this study, it is recommended that the management of Mitra Sejati Medan Hospital strengthens cooperation between doctors and hospital management, especially related to the doctor's visit schedule. In addition, internal training needs to be carried out which includes five basic capabilities and seminars and workshops to improve service quality. Procurement of new official clothing is also recommended to be carried out every two years, as well as the addition of administrative staff at the registration counter to improve efficiency. Finally, maintenance of infrastructure, such as the expansion of parking and the addition of elevators, is also an important thing to increase patient comfort.

Limitations

This study has several limitations. Firstly, the sample size was relatively small, which may not be representative of the entire population of BPJS patients treated in class I in the year in the year Same. Secondly, the study only focused on the effect of service quality perceptions on BPJS patient satisfaction, and did not explore other factors that may influence patient satisfaction. Finally, the study was conducted in a single hospital, which may not be generalizable to other hospitals.

Future Research Directions

Future research should aim to explore other factors that may influence patient satisfaction, such as the quality of care, the availability of facilities, and the level of patient engagement. Additionally, research should be conducted in multiple hospitals to increase the generalizability of the findings. Finally, research should aim to develop and test interventions that can improve patient satisfaction and quality of care in hospitals.
Q&A: The Effect of Perception of Service Quality on BPJS Patient Satisfaction in the Inpatient Room of Mitra Sejati Hospital Medan in 2015

Q: What is the purpose of this study?

A: The purpose of this study was to analyze the effect of service quality perceptions on BPJS patient satisfaction in the Class I Inpatient Room of Mitra Sejati Medan Hospital in 2015.

Q: What type of research was conducted in this study?

A: The type of research conducted in this study was the Explanatory Study, which aimed to analyze the effect of service quality perceptions on BPJS patient satisfaction.

Q: What was the population of this study?

A: The population of this study included all BPJS patients treated in class I in the year in the year Same, numbered 1,400 people.

Q: How many samples were taken in this study?

A: Samples were taken as many as 100 people using simple random sampling techniques.

Q: What methods were used to analyze the data in this study?

A: Data was analyzed using univariate analysis methods, bivariates with chi-square, as well as multivariate analysis using multiple linear regression tests with a significance rate of 95%.

Q: What were the results of this study?

A: The results showed a significant influence of the five dimensions of service quality - namely physical evidence, reliability, responsiveness, guarantees, and empathy - on the satisfaction of BPJS inpatients class I (P <0.05). Of the five dimensions, the responsiveness variable is proven to be a dominant factor that affects patient satisfaction with a coefficient value of 1,024.

Q: What are the implications of this study?

A: The effect of the perception of service quality on BPJS patient satisfaction shows how important the quality of services in hospitals. In an era where patients are increasingly aware of their rights, hospital management needs to be more responsive to the input received.

Q: What are the recommendations of this study?

A: Based on the results of this study, it is recommended that the management of Mitra Sejati Medan Hospital strengthens cooperation between doctors and hospital management, especially related to the doctor's visit schedule. In addition, internal training needs to be carried out which includes five basic capabilities and seminars and workshops to improve service quality.

Q: What are the limitations of this study?

A: This study has several limitations. Firstly, the sample size was relatively small, which may not be representative of the entire population of BPJS patients treated in class I in the year in the year Same. Secondly, the study only focused on the effect of service quality perceptions on BPJS patient satisfaction, and did not explore other factors that may influence patient satisfaction. Finally, the study was conducted in a single hospital, which may not be generalizable to other hospitals.

Q: What are the future research directions?

A: Future research should aim to explore other factors that may influence patient satisfaction, such as the quality of care, the availability of facilities, and the level of patient engagement. Additionally, research should be conducted in multiple hospitals to increase the generalizability of the findings. Finally, research should aim to develop and test interventions that can improve patient satisfaction and quality of care in hospitals.

Q: What are the practical implications of this study?

A: The practical implications of this study are that hospital management needs to be more responsive to the input received from patients, and that internal training needs to be carried out to improve service quality. Additionally, hospital management needs to strengthen cooperation between doctors and hospital management, especially related to the doctor's visit schedule.

Q: What are the theoretical implications of this study?

A: The theoretical implications of this study are that the perception of service quality is a critical factor in determining patient satisfaction, and that responsiveness is a dominant factor that affects patient satisfaction. Additionally, the study highlights the importance of internal training and cooperation between doctors and hospital management in improving service quality.