SATISFACTION LEVEL OF OUTPATIENT PATIENTS FOR BPJS HEALTH PARTICIPANTS WITH PHARMACEUTICAL SERVICES AT BANDUNG ADVENT HOSPITAL
Evaluation of service quality is a process of measuring, evaluating all activities of Pharmaceutical Services in Hospitals on a regularly. Bandung Advent Hospital is one of the hospitals that serves members of Social Health Insurance Administration Body (BPJS). For this reason, it is necessary...
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| Format: | Final Project |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/74217 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Evaluation of service quality is a process of measuring, evaluating all activities of
Pharmaceutical Services in Hospitals on a regularly. Bandung Advent Hospital is one of the
hospitals that serves members of Social Health Insurance Administration Body (BPJS). For
this reason, it is necessary to conduct research to determine the level of satisfaction of
outpatients participating in BPJS Health with pharmaceutical services at Bandung Advent
Hospital. This research is an analytic descriptive study using a cross sectional survey research
design method. Data collection is carried out by way of direct interviews or through
questionnaires according to the willingness of the patient so that it does not interfere with the
flow of pharmaceutical services at the hospital and maintain the comfort of the patient. This
study uses a satisfaction questionnaire based on the SERVQUAL method. Validation and
reliability tests are carried out before distributing the questionnaires with Pearson Moment
method for validation test and Cronbach’s Alfa method for reliability test. Data that has been
collected is analyzed using SPSS software which has been addressed through the parameters
of the level of satisfaction, such as reliability, responsiveness, confidence, empathy, and
physical evidence. Based on the result of this research, level of satisfaction is obtained in form
of reliability percentage of 85.22% (very satisfied), responsiveness 92.41% (very satisfied),
assurance 93.96% (very satisfied), empathy 93 .96% (very satisfied), and tangible of 92.92%
(very satisfied) with an average satisfaction level of 91.7% which is in the very satisfied
category. Statistical tests on the characteristics of the respondents are age, gender, education,
occupation, knowledge of BPJS, income, and frequency of redemption does not affect the
level of satisfaction of outpatient BPJS health participants with pharmaceutical services at
Bandung Advent Hospital.
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