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Indeks Kepuasan Pasien BPJS Kesehatan Terhadap Pelayanan Rumah Sakit Mata Masyarakat Jawa Timur

Jurnal Administrasi Kesehatan Indonesia · Vol. 4 No. 2 (2016) · hlm. 77–85

DOI
10.20473/jaki.v4i2.2016.77-85
ISSN
2540-9301, 2303-3592
Terbit
2016-12-30
Penerbit
Universitas Airlangga
Bahasa
eng

Abstrak

Quality control is an essential part in delivering health services, especially under the implementation of national health insurance nowsdays. Particularly for health facilities, it is a crucial to control its services quality as it is a requirment in establishing a partnership with BPJS Kesehatan. Community Eye Hospital East Jawa has been worked with BPJS Kesehatan for years. The number of BPJS Kesehatan patients was more than 50% from total number of patients on August 2015 – January 2016. The aims of this study is to analyse the satisfation of BPJS Kesehatan patients towards the services of the hospital using 14 indicators which adopted from Kepmenpan No. Kep/25/M.PAN/2/2004. The study applied observational analysis with cross sectional design and accidental sampling. The overall indicators measurements pointed out that the quality of services of the hospital falled into excellent category (Satisfaction index / IKM = 82,32). However, there are 5 of 14 indicators, namely, speed of delivering a service, identity of hospital official, fairness in getting service, hospital amenities and service safety had the lowest mean score (NRR). Therefore, the study suggets the hospitals to improve its performance on those lowest five indicators especially its current queuing system because this is the most complaint from the patients.Keywords: BPJS Kesehatan patient, satisfaction index, service quality

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  • Universitas Airlangga
  • Universitas Muhammadiyah Malang
  • University of Brawijaya
  • National Research and Innovation Agency
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Rekan penulisOrganisasiArtikel bersama
Thinni Nurul RochmahUniversitas Airlangga2
Nuzulul Kusuma PutriUniversitas Airlangga1
Hario MegatsariUniversitas Airlangga1
Erlian Indah MustikawatiUniversitas Airlangga1
Stefanus SupriyantoUniversitas Airlangga1
Retno LestariUniversity of Brawijaya1
Febri Endra Budi SetyawanUniversitas Muhammadiyah Malang1
Putri Ayu AnggraenyUniversitas Airlangga1
Ayunda Zilul GosantiUniversitas Airlangga1
Agung Dwi LaksonoNational Research and Innovation Agency1
Ilham Akhsanu RidloUniversitas Airlangga1
Dewi SriUniversitas Airlangga1
Djazuly ChalidyantoUniversitas Airlangga1
Maznah DahluiUniversitas Airlangga1
Ni Made Mira Wahyu AstaniUniversitas Airlangga1
Ni Luh Putu Arum Puspitaning AtiUniversitas Airlangga1

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Sumber metadata: OAI-PMH (metadata jurnal) https://e-journal.unair.ac.id/JAKI/oai, pertama di-harvest 9 Nov 2026, terakhir terlihat 9 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en-US">Indeks Kepuasan Pasien BPJS Kesehatan Terhadap Pelayanan Rumah Sakit Mata Masyarakat Jawa Timur</dc:title>
	<dc:creator>Hazfiarini, Alya</dc:creator>
	<dc:creator>Ernawaty, Ernawaty</dc:creator>
	<dc:description xml:lang="en-US">Quality control is an essential part in delivering health services, especially under the implementation of national health insurance nowsdays. Particularly for health facilities, it is a crucial to control its services quality as it is a requirment in establishing a partnership with BPJS Kesehatan. Community Eye Hospital East Jawa has been worked with BPJS Kesehatan for years. The number of BPJS Kesehatan patients was more than 50% from total number of patients on August 2015 – January 2016. The aims of this study is to analyse the satisfation of BPJS Kesehatan patients towards the services of the hospital using 14 indicators which adopted from Kepmenpan No. Kep/25/M.PAN/2/2004. The study applied observational analysis with cross sectional design and accidental sampling. The overall indicators measurements pointed out that the quality of services of the hospital falled into excellent category (Satisfaction index / IKM = 82,32). However, there are 5 of 14 indicators, namely, speed of delivering a service, identity of hospital official, fairness in getting service, hospital amenities and service safety had the lowest mean score (NRR). Therefore, the study suggets the hospitals to improve its performance on those lowest five indicators especially its current queuing system because this is the most complaint from the patients.Keywords: BPJS Kesehatan patient, satisfaction index, service quality</dc:description>
	<dc:publisher xml:lang="en-US">Universitas Airlangga</dc:publisher>
	<dc:date>2016-12-30</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-Reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://e-journal.unair.ac.id/JAKI/article/view/3173</dc:identifier>
	<dc:identifier>10.20473/jaki.v4i2.2016.77-85</dc:identifier>
	<dc:source xml:lang="en-US">Indonesian Journal of Health Administration (Jurnal Administrasi Kesehatan Indonesia); Vol. 4 No. 2 (2016); 77-85</dc:source>
	<dc:source>2540-9301</dc:source>
	<dc:source>2303-3592</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://e-journal.unair.ac.id/JAKI/article/view/3173/2317</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2016 Jurnal Administrasi Kesehatan Indonesia</dc:rights>
</oai_dc:dc>