SATISFACTION LEVEL OF OUTPATIENT PATIENTS FOR BPJS HEALTH PARTICIPANTS WITH PHARMACEUTICAL SERVICES AT BANDUNG ADVENT HOSPITAL

• Main Author: Chen, Rosalinda
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/74217
• Institution: Institut Teknologi Bandung

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.