Analisis Komparatif Kualitas Pelayanan Pasien BPJS Dan Pasien Umum Terhadap Kepuasan Pasien Di Puskesmas (Studi Empiris Pada Puskesmas Balerejo Kab.Madiun)

Abstract

High health costs creates difficulty for people to obtain health services. One method that can be used to ease the burden of health financing is to use insurance. Efforts have been made by the government in providing health insurance for the community such as the existence of the National Health Insurance (JKN) which aims to provide comprehensive health insurance for all Indonesia people.

The objectives of the study are: (1) To determine the quality of health services including tangible (physical evidence), reliability, responsiveness, assurance, empathy of BPJS patient at Balerejo Health Center; (2) To find out the quality of health services including tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (empathy), empathy (empathy)reliability, responsiveness, assurance, empathy, in general patients in Puskesmas Balerejo.

The population in this study were Balerejo Community Health Center patients, totaling 100 patients. Data collection techniques using questionnaires, with data analysis techniques using the two samples are not related (Independent samples T-Test).

The results showed that: (1) There was a difference in the quality of health services in BPJS patients with General patients at the Balerejo Public Health Center in Madiun Regency, where t count <t table (-3.873 <1.984) and significance (0.000 <0.05), then Ho was accepted . A negative t value means the average BPJS patient health service satisfaction is lower than the average general patient health service satisfaction; (2) That the satisfaction of patient health services for users of BPJS at Balerejo Public Health Center in Madiun Regency is worse than the satisfaction of general patient health services (non BPJS).

Keywords: Service quality, Satisfaction