ANALYSIS OF THE SERVICE QUALITY FOR BPJS KESEHATAN PATIENTS DURING THE COVID 19 PANDEMIC USING THE SERVQUAL METHOD AND IMPORTANCE-PERFORMANCE ANALYSIS CASE STUDY: AR-RAHMAN MEDIKA CLINIC
Many people use BPJS kesehatan insurance for treatment. Medical visits to community polyclinics were different before the COVID-19 pandemic and during the COVID-19 pandemic, affecting services at health facilities. Along with the increasing standard of living of the community which is a demand fo...
Saved in:
| Main Author: | |
|---|---|
| Format: | Theses |
| Language: | Indonesia |
| Subjects: | |
| Online Access: | https://digilib.itb.ac.id/gdl/view/62607 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Many people use BPJS kesehatan insurance for treatment. Medical visits to community polyclinics
were different before the COVID-19 pandemic and during the COVID-19 pandemic, affecting
services at health facilities. Along with the increasing standard of living of the community which
is a demand for quality health. Clinics have a strategic role in efforts to accelerate the improvement
of public health status. The main problem of health facilities, especially clinics, is the increasing
number of competitors so that they are required to maintain consumer confidence by improving
service quality so that customer satisfaction increases. This study aims to determine the level of
conformity between BPJS kesehatan patient expectations and the quality of health services at the
Ar-Rahman Medika Clinic during the Covid-19 pandemic. To determine the effect of service
quality on BPJS Kesehatan patient satisfaction at Ar-Rahman Medika Clinic Karawang. The
background of the problem of BPJS kesehatan patient visits at the Ar-Rahman Medika polyclinic
during the pandemic decreased compared to before the pandemic which caused complaints every
day. On the other hand, during the pandemic, patient visits decreased, so researchers tried to get
an analysis of service quality during the COVID-19 pandemic.
The study was conducted on BPJS Kesehatan patients who seek treatment at ar-Rahman medika
using service quality (servqual) where the method uses quality attributes, namely: tangible,
reliability, responsiveness, assurance, and empathy as well as using IPA from the results of
questionnaires for BPJS Kesehatan patients. Researchers also use fishbone diagrams as a tool to
find the root of the problem. Results/Findings: It is known that from the results of the gap score
between the performance value and the expected value, it is known that the highest gap occurs in
the responsiveness dimension with a score of -0.233 followed by empathy with a score of -0.217.
Then third place fell to reliability with a score of -0.098 then fourth place guaranteed with a score of -0.043 and lastly real with an average Gap score of -0.018. Conclusion: Based on the analysis
of the IPA dimension gap or Cartesian diagram of the overall service at the Ar-Rahman Medika
Clinic regarding the service quality method on the concentrate here attribute, namely medical
personnel are very concerned about patients and medical personnel and other officers help if there
are patient problems. Evaluation and improvement of empathy for staff or doctors still needs a lot
of improvement to increase patient satisfaction. |
|---|