KUALITAS PELAYANAN BADAN PENYELENGGARA JAMINAN SOSIAL KESEHATAN UNTUK PASIEN RAWAT JALAN DI RUMAH SAKIT UMUM DAERAH DR. H. IBNU SUTOWO BATURAJA

SAPUTRA, M YOGA ALDI and Thamrin, M Husni and Martina, Martina (2019) KUALITAS PELAYANAN BADAN PENYELENGGARA JAMINAN SOSIAL KESEHATAN UNTUK PASIEN RAWAT JALAN DI RUMAH SAKIT UMUM DAERAH DR. H. IBNU SUTOWO BATURAJA. Undergraduate thesis, Sriwijaya University.

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Abstract

This study is entitled "Quality of Health Social Security Organizing Agency Services for Outpatients at the Regional General Hospital Dr. H. Ibnu Sutowo Baturaja ". This study aims to determine the service quality of the Health Social Security Organizing Agency (BPJS Kesehatan) for Outpatients at the Regional General Hospital (RSUD) Dr. H. Ibnu Sutowo Baturaja. This research uses service quality theory according to Parasuraman, Zeithaml, and Berry with 5 dimensions, namely Tangible, Relianility, Respomsiveness, Assurance, and Emphaty. The research method used in this research is quantitative descriptive research method. The data collection technique used was the distribution of questionnaires, given to 100 respondents who were outpatients who used health insurance as the Health Social Insurance Agency (BPJS Kesehatan) at the Regional General Hospital (RSUD) Dr. H. Ibnu Sutowo Baturaja by using incidental sampling techniques. Based on the results of this study, of the 22 statement questions on the questionnaire for 100 respondents there were 12 statements that had a positive score or the experience score exceeded the respondent's expected score, while 10 other statement questions had a negative score or the experience of the respondent / patient did not meet what expected. Suggestions in this research are to improve and improve the quality of services provided to patients such as equipment, appearance of examination rooms, waiting room facilities, accuracy of officers, officers' attention and security for the achievement of good service quality. Keywords: Service Quality, Regional General Hospital

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Kualitas Pelayanan, Rumah Sakit Umum Daerah
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HV Social pathology. Social and public welfare > HV40-69 Social service. Social work. Charity organization and practice Including social case work, private and public relief, institutional care, rural social work, work relief
Divisions: 07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User: M Yoga Aldi Saputra
Date Deposited: 15 Jun 2020 01:12
Last Modified: 15 Jun 2020 01:12
URI: http://repository.unsri.ac.id/id/eprint/30227

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