Analysis of Factors Affecting the Quality of Service Toward Inpatient Patient Satisfaction BPJS DIRSU Bandung

Abstract

Quality problems arise when there is a gap between the services provided and the expectations that the patient wants. In general, patients who feel dissatisfied with the service file complaints to the hospital, the complaints most often heard in hospitals are about uncertain doctor visit schedules, lack of responsiveness medical personnel in the hospital, lack of empathy, and uncomfortable waiting rooms. This study aims to determine the effect of service quality which includes reliability, responsiveness, assurance, empathy, facilities, and infrastructure on BPJS patient satisfaction in Bandung general hospital. This type of research is cross-sectional. The sample of this study was all BPJS patient who was hospitalized in class 1,2, and 3 rooms at the Bandung general hospital, totalling 60 people with a purposive sampling method with data analysis techniques using multiple linear regression. The results of this study indicate that the variable reliability (p=0.007) has a statistically significant relationship to the satisfaction of BPJS inpatients at the Bandung general hospital, while the responsiveness variable (p=0.125), the empathy variable (p=0.067) and the infrastructure and facilities variable (p=0.235) does not have a significant relationship with the satisfaction of BPJS participants at RSU Bandung.