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

• Main Author: Aryanto, Sigit
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/62607
• Institution: Institut Teknologi Bandung

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.