Please use this identifier to cite or link to this item: https://repositori.uma.ac.id/handle/123456789/20740
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dc.contributor.authorDaulay, Buyung Rb. Diningrat-
dc.date.accessioned2023-08-14T07:59:31Z-
dc.date.available2023-08-14T07:59:31Z-
dc.date.issued2020-09-10-
dc.identifier.urihttps://repositori.uma.ac.id/handle/123456789/20740-
dc.description82 Halamanen_US
dc.description.abstractKualitas pelayanan dapat diartikan sebagai upaya pemenuhan kebutuhan dan keinginan pelanggan. Sedangkan kepuasan pelanggan adalah tingkat perasaan pelanggan setelah membandingkan antara apa yang dia terima dengan harapannya. Artinya jelas bahwa kualitas pelayanan dan kepuasan pelanggan mempunyai hubungan yang sangat erat, dimana kualitas pelayanan yang diberikan oleh penyedia layanan merupakan faktor yang menentukan tingkat kepuasan yang dirasakan oleh pelanggan.Kualitas pelayanan kesehatan di Puskesmas merupakan salah satu tolok ukur yang sangat penting di perhatikan sehingga pasien sebagai penggunajasa pelayanan dapat merasa puas atas pelayanan yang diberikan. Penelitian ini adalah survai dengan pendekatan explanatory research yangbertujuan untuk menganalisis tingkat kepuasan pasien BPJS terhadap pelayanan Puskesmas. Penelitian ini dilakukan di Puskesmas Satria Kota TebingTinggi pada Bulan Januari 2020 terhadap 140 orang sampel yang telah terpilih dengan metode wawancara langsung. Analisis data pada penalitian ini menggunakan uji regresi linier berganda pada tarafkepercayaan 95%. Hasil penelitian menunjukkan bahwapasien BPJS di Puskesmas Satria Kota Tebing Tinggi menilai kualitas pelayanan secara keseluruhan kurang baik, dan hasil analisis menyatakaribahwa tingkat kepuasan pasien di Puskesmas Satria Kota Tebing Tinggi dipengaruhi secara signifikan oleh 3 Variebel independen/ bebas yaitu kualitas jaminan, empaty, dankehandalan. Disarankan adanya upaya perbaikan kualias pelayanan yang harus dilakukai1 oleh Puskesmas Satria dengan dengan menyusun standar pelayanan publik dengan berpedoman pada prinsip-prinsip pelayanan publik serta peraturan yang ada, sehingga terdapat suatu perubahan penjaminan kualitas pelayanan yang lebih baik. Service quality interpreted as an effort to fill customer needs and desires. Meanwhile, customer satisfaction is the level of customer feelings after comparing what he received with his expectations. This means that it is clear that service quality and customer satisfaction have a very close relationship, where the quality of service provided by service providers is a factor that determines the level of satisfaction felt by customers. The quality of health services at Community Health Centers is one of the very important benchmarks to pay attention to patients as service users can feel satisfied with the services provided. This research is a survey with an explanatory research approach that aims to analyze the satisfaction level of Social Health Insurance Organization patients with Community Health Centers services. This research was conducted at the Satria Public Health Center in TebingTinggi City in January 2020 on 140 samples who had been selected using the direct interview method. Data analysis in this research used multiple linear regression test at the 95% confidence level. The results showed that Social Health Insurance Organization patients at Satria Public Health Center assessed that the overall service quality was not good, and the results of the analysis stated that the level of patient satisfaction at the Satria Kata Tebing Tinggi Community Health Center was significantly influenced by 3 independent I independent variables, namely quality assurance, empathy, and reliability. It is suggested that efforts to improve the quality of services should be carried out by the Satria Health Center by compiling public service standards based on the principles of public services and existing regulations, so that there is a change in guaranteeing better service quality.en_US
dc.language.isoiden_US
dc.publisherUniversitas Medan Areaen_US
dc.relation.ispartofseriesNPM;181801030-
dc.subjectkualitas pelayananen_US
dc.subjectkepuasan pasienen_US
dc.subjectquality of serviceen_US
dc.subjectpatient satisfactionen_US
dc.titleAnalisis Tingkat Kepuasan Pasien Bpjs terhadap Pelayanan Puskesmas di Kota Tebing Tinggi Tahun 2020 (Studi Kasus di Puskesmas Satria Kecamatan Padang Hilir)en_US
dc.title.alternativeAnalysis of Bpjs Patient Satisfaction Levels for Health Center Services in Tebing Tinggi City in 2020 (Case Study at Satria Health Center, Padang Hilir District)en_US
dc.typeTesis Magisteren_US
Appears in Collections:MT - Master of Public Administration

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181801030 - Buyung Rb. Diningrat Daulay - Fulltext.pdfCover, Abstract, Chapter I, II, III, V, Bibliography4.69 MBAdobe PDFView/Open
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