ANALISIS PENGARUH KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN PESERTA JAMINAN KESEHATAN NASIONAL DI PUSKESMAS PAKJO KOTA PALEMBANG TAHUN 2021

ANGRAHMA, REVISKA and Safriantini, Dian (2022) ANALISIS PENGARUH KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN PESERTA JAMINAN KESEHATAN NASIONAL DI PUSKESMAS PAKJO KOTA PALEMBANG TAHUN 2021. Undergraduate thesis, Sriwijaya University.

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Abstract

The indicator of the quality of health services is a measure that is a source of patient satisfaction, but there are still complaints from patients regarding officers who are less friendly in providing services, lack of sympathy from officers for patients, and mismatch of patient expectations for the services provided. Therefore, it is necessary to conduct research to analyze the quality of health services based on six dimensions, namely safety, effectiveness, patient-centered, timely, efficient, and fair to the satisfaction of patients participating in the National Health Insurance. This research is quantitative research with a cross sectional survey design. The sample of this research is JKN participant patients, totaling 100 people. The sampling technique was simple random sampling. The data analysis technique used the ordinal logistic regression method with the stages of descriptive statistical test, data normality test, multicollinearity test, hypothesis testing, Wald test, parameter estimation. The data is then presented in the form of tables and narratives to interpret the data. The results showed that the safety variable (p=0.001), the effective variable (p=0.002), the centered variable (p=0.015), and the timely variable (p=0.035) had a significant effect on patient satisfaction. The efficient variable (p=0,274) and the justice variable (p=0,178) are variables that have no significant effect on patient satisfaction. It can be concluded that there is a significant effect of the dimensions of safety, effectiveness, patient-centered, and timely on the satisfaction of JKN participants. And there is no significant effect of the dimensions of efficiency and fairness on patient satisfaction of JKN participants. The Pakjo Health Center is expected to improve monitoring and evaluation of the implementation of reassessment for patients at risk of falling, apply discipline and give punishment, conducting patient centered care training, perform time management methods on patient waiting time at the registration counter, ensure and evaluate medical devices, drugs, and parking, as well as giving awards to officers who have shown hard work to please patients.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kualitas Pelayanan Kesehatan, Kepuasan Pasien, Pasien JKN, Puskesmas
Subjects:	R Medicine > RA Public aspects of medicine > RA407-409.5 Health status indicators. Medical statistics and surveys
Divisions:	10-Faculty of Public Health > 13201-Public Health (S1)
Depositing User:	Reviska Angrahma
Date Deposited:	24 Jun 2022 03:04
Last Modified:	24 Jun 2022 03:04
URI:	http://repository.unsri.ac.id/id/eprint/72787

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