Pengaruh Mutu Pelayanan terhadap Kepuasan Pasien Rawat Jalan BPJS di Unit Pelaksana Teknis Rumah Sakit Khusus Mata Provinsi Sumatera Utara

Abstract

The standard of nursing services set to achieve patient satisfaction is the quality of nursing services, so that the quality of service determines the representation of health services in the community and is an important component in determining the quality of health services. Hospitals rely heavily on patient perceptions of service quality because of their influence on patient satisfaction. This objective of study is to analyze the effect of service quality on BPIS outpatient patient satisfaction at the Technical Implementation Unit of the North Sumatra Province Eye Special Hospital. This type of research is quantitative with an associative approach. The population in this study was BPJS patients who were outpatients at the Technical Implementation Unit of the Special Eye Hospital of North Sumatra Province, totaling 143 people with a sample in the study of 72 people. Data collection used is by using a questionnaire. The data analysis method uses multiple linear regressions. The results showed that the physical evidence dimension and the guarantee dimension had no effect on the satisfaction of BPJS Outpatients at the Technical Implementation Unit of the Special Eye Hospital of North Sumatra Province while the reliability dimension, responsiveness dimension and empathy dimension had an effect on the satisfaction of BPJS Outpatients at the Technical Implementation Unit of the Special Eye Hospital of North Sumatra Province. Based on the results of the study, it is expected that the hospital needs to make improvements and improvements to the facilities in the hospital to make it tidier, cleaner and more comfortable, then it is important to evaluate the service and response of officers in patient registration and implementation of working hours, In addition, the hospital must continue to increase the knowledge of medical staff in communicating with patients.