Analisis perbandingan kepuasan pasien terhadap pelayanan kesehatan berbasis program BPJS dan Non BPJS di Rumah Sakit Umum Daerah K.R.M.T. Wongsonegoro

Putri, Adinda Zhafira Dyanti (2023) Analisis perbandingan kepuasan pasien terhadap pelayanan kesehatan berbasis program BPJS dan Non BPJS di Rumah Sakit Umum Daerah K.R.M.T. Wongsonegoro. Masters thesis, Universitas Tarumanagara.

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Abstract

Badan Penyelenggara Jaminan Sosial (BPJS) is a health institution established with the aim of managing the quality and health insurance plans to help people in all levels of society meet their health needs. Currently there are many negative comments regarding service quality and different treatment between BPJS and Non-BPJS users, thus BPJS users states that the service quality provided is unsatisfactory. This research was conducted to analyze whether there is a difference in service quality and patient’s satisfaction between BPJS and Non BPJS users, analyze the relationship between service quality and patient satisfaction,
and compare the significance between the two group of patients in K.R.M.T Wongsonegoro Regional Hospital. The service quality assessed by five dimensions of reliability, responsiveness, empathy, assurance, and tangibility. 410 participants selected using simple random sampling techniques and analyzed using Mann Whitney Test, PLS-SEM, and PLSMGA. The results show the Non BPJS users have received better service quality and higher
patient’s satisfaction than BPJS users, proves the relationship between service quality and patient satisfaction, and does not find a meaningful differences on the relation of service quality and patient’s satisfaction between BPJS users and Non BPJS users. This implies that the hospital must maintain a good quality of service, and promotes equality for both BPJS and Non BPJS users as the quality that it provides will significantly affect patient’s
satisfaction

Item Type:	Thesis (Masters)
Additional Information:	Dosen Pembimbing: Dr. Cokki, S.E., M.M.
Uncontrolled Keywords:	Keywords: Hospital, Service Quality, Patient Satisfaction, BPJS users, Non BPJS users.
Subjects:	Tesis Tesis > Pascasarjana
Divisions:	Pascasarjana
Depositing User:	Pasca Perpus
Date Deposited:	12 Jun 2026 10:53
Last Modified:	12 Jun 2026 10:53
URI:	https://repository.untar.ac.id/id/eprint/49962

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