Proceedings of the 2nd Syedza Saintika International Conference on Nursing, Midwifery, Medical Laboratory Technology, Public Health, and Health Information Management (SeSICNiMPH 2021)

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Relationship of the Quality of Health Service with Satisfaction of Outpatient Bpjs Health Participants at Semerap Public Health Center

Authors
Nunung Aza Febriza, Alfita Dewi, Yuliva Bakar, Chamy Rahmatiqa
Corresponding Author
Alfita Dewi
Available Online 28 October 2021.
DOI
10.2991/ahsr.k.211026.077How to use a DOI?
Keywords
relationship, quality, health service, satisfaction
Abstract

Quality of service is a fundamental right by the government. Service quality are reliability, responsivenees, empathy, tangible and assurance to determine patient satisfaction. This study aims to determine the relationship between service quality and satisfaction of outpatient BPJS health participants in Danau Kerinci Barat Public Health Center. The population in this study were 1466 patients, the sample in this study amounted to 94 outpatients. The results obtained (84%) of respondents were not satisfied with the ministry of health, reliability (51.1%) less good, responsiveness (39.4%) less good, empathy (38.3%) less good, tangible (57.4%) less is better and assurance (45.7%) less is better. To the relations of reliability in health care with patient satisfaction obtained 0.019, the relatinship of responsiveness in the health service with patient satisfaction 0.002, relationship of empathy in the health care with patient satisfaction 0.002, the relationships of tangible in health service with patient satisfaction obtained 0,525 and for assurance relations in the health service with patient satisfaction, obtained 0,057. More than half of the respondents feel not satisfied with health services. There are a relationship of reliability, responsiveness and empathy in health care with patient satisfaction, while the tangible and assurance in health care has no relationship with patient satification of outpatient participants bpjs health. Expected to improve the health service that patients are satisfied with the health services provided.

Copyright
© 2021, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 2nd Syedza Saintika International Conference on Nursing, Midwifery, Medical Laboratory Technology, Public Health, and Health Information Management (SeSICNiMPH 2021)
Series
Advances in Health Sciences Research
Publication Date
28 October 2021
ISBN
978-94-6239-444-5
ISSN
2468-5739
DOI
10.2991/ahsr.k.211026.077How to use a DOI?
Copyright
© 2021, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

risenwbib
TY  - CONF
AU  - Nunung Aza Febriza
AU  - Alfita Dewi
AU  - Yuliva Bakar
AU  - Chamy Rahmatiqa
PY  - 2021
DA  - 2021/10/28
TI  - Relationship of the Quality of Health Service with Satisfaction of Outpatient Bpjs Health Participants at Semerap Public Health Center
BT  - Proceedings of the 2nd Syedza Saintika International Conference on Nursing, Midwifery, Medical Laboratory Technology, Public Health, and Health Information Management (SeSICNiMPH 2021)
PB  - Atlantis Press
SP  - 388
EP  - 394
SN  - 2468-5739
UR  - https://doi.org/10.2991/ahsr.k.211026.077
DO  - 10.2991/ahsr.k.211026.077
ID  - Febriza2021
ER  -