ANALISIS INDEKS KEPUASAN PESERTA BPJS TERHADAP PELAYANAN DI RSUP DR. M. DJAMIL PADANG

Abstract

This study aims to examine the analysis of participant satisfaction index BPJS to services General Hospital Center Dr. M. Djamil Padang. BPJS participant satisfaction can be determined by performing a comparison between the performance and expectations, and measure the five dimensions of service quality include: tangible, reliability, responsiveness, assurance, and empathy. The population in this study were all participants in the BPJS General Hospital Center Dr. M. Djamil Padang. Sampling method in this study using probability sampling technique, the number of samples used were 100 respondents. The data analysis technique used is the analysis of the level of interest and customer satisfaction (Importance Performance Analysis).
The analysis showed that the performance given by the General Hospital Center Dr. M. Djamil Padang is smaller than the level of patient expectations of participants BPJS. Judging from the level of compatibility between performance and expectations for each dimension of service quality showed compatibility rate of nearly 96,36%. From these results it can be concluded that the performance given by the General Hospital Center Dr. M. Djamil Padang can not satisfy patients BPJS participants.
Keywords :
Satisfaction, Service, Tangible, reliability, responsiveness, assurance, empathy