ANALISIS KUALITAS PELAYANAN PENDAFTARAN TERHADAP KEPUASAN PASIEN BPJS RAWAT JALAN DI PUSKESMAS PAJANG KOTA SURAKARTA
Abstract
Registration service quality influences patient satisfaction because it represents the first interaction between patients and healthcare facilities. This study aimed to examine the relationship between outpatient BPJS patient satisfaction and the quality of registration services based on the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. A quantitative approach with a cross-sectional design was applied. The study involved 110 respondents selected through accidental sampling. Data were collected using questionnaires and analyzed using the Spearman Rank test. The results showed significant relationships between all dimensions of registration service quality and patient satisfaction. The correlation coefficients were 0.773 (p=0.000) for tangibles, 0.496 (p=0.000) for reliability, 0.556 (p=0.000) for responsiveness, 0.312 (p=0.001) for assurance, and 0.581 (p=0.000) for empathy. Among the five dimensions, tangibles had the strongest correlation with patient satisfaction. The findings indicate that registration service quality is significantly associated with the satisfaction level of outpatient BPJS patients at Pajang Public Health Center, Surakarta.Keywords
pelayanan pendaftaran, kualitas pelayanan, kepuasan pasien BPJS, SERVQUAL
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