Tingkat Kepuasan Masyarakat Penerima Manfaat Layanan BPJS Kesehatan di RSUP. Dr. Sardjito Yogyakarta

Lailul Febriyanti , Danang Arif Darmawan

2016 | Skripsi | Pembangunan Sosial dan Kesejahteraan (dh. Ilmu Sosiatri)

ABSTRACT The purpose of this research is to discover and describe the satisfaction health service index especially BPJS at RSUP Dr. Sardjito Yogyakarta with specifications patiens in pursuance outpatient with severe disease such as heart disease, diabetes mellitus and hypertension. In this research, general concept was used to measure the quality of service that is Service Quality (SERVQUAL) by Parasuraman, Zeithaml and Berry (1990). Indicators of the concepts is Tangible (physical evidence), Reliability, Responsiveness, Competence, Courtessy, Credibility, Security, Access, Communication, Understanding the customer (the understanding). The methods used in this research is quantitative methods, and the population is outpatient health service of BPJS with severe disease specification such us heart disease, diabetes mellitus and hypertension at RSUP Dr Saerdjito Yogyakarta. Sampling technique in accordance with the provisions of Kep.Men.PAN No. 25 2015. The results of the satisfaction index value research for Health service BPJS at RSUP Dr. Sardjito Yogyakarta is 72,5 that means the quality of service was rate Good. The main priority element service that must be upgraded accordance from the results of Cartesian Diagram is Physical Visibility, Hygiene Conditions, Officer Proficiency in Serving Patients, Quickly and Precisely Complaints Handling, Competence, and The Officers Ability for Serving Patients. While the service elements that niteed to be maintained for service is Completeness of Medical Tools, Courtesy, Ethical Officers in Providing Service, Affability in Services, The Treatment for Patients (a square deal), The Reputation of BPJS Health Service, Safety, The Guarantee Security and Safety Mechanism, The Guarantee of Conformity in Accordance with Standard Medical Treatment (not involve malpractice), and The Guarantee of Suitability Medical Handling with the Examination. Keywords: Community Satisfaction, Health Service Quality, BPJS, Service Quality (SERVQUAL).

Kata Kunci : Pelayanan Kesehatan