VEBIANTY, VIO (2025) HUBUNGAN MUTU PELAYANAN PENDAFTARAN DENGAN KEPUASAN PASIEN BPJS RAWAT JALAN DI RSUD ARJAWINANGUN TAHUN 2025. Diploma thesis, POLITEKNIK KESEHATAN TASIKMALAYA.
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Text (PERNYATAAN ORISINALITAS)
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Text (LEMBAR PENGESAHAN)
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Text (PERSETUJUAN PUBLIKASI)
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Text (HALAMAN JUDUL)
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Text (BAB I PENDAHULUAN)
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Text (BAB II TINJAUAN PUSTAKA)
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Text (BAB III METODE PENELITIAN)
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Text (BAB IV HASIL DAN PEMBAHASAN)
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Text (BAB V KESIMPULAN DAN SARAN)
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Text (DAFTAR PUSTAKA)
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Abstract
Latar Belakang : Mutu pelayanan merupakan faktor kunci dalam kepuasan pasien di rumah sakit, terutama di unit pendaftaran yang mencakup kemampuan petugas dalam menyampaikan informasi, kecepatan, ketepatan waktu, ketanggapan, dan keandalan. Berdasarkan studi pendahuluan, mayoritas pasien BPJS rawat jalan di RSUD Arjawinangun merasa kurang puas dengan mutu pelayanan yang diberikan. Penelitian ini bertujuan untuk mengkaji hubungan antara mutu pelayanan pendaftaran rawat jalan dan kepuasan pasien BPJS di RSUD Arjawinangun. Metode Penelitian : Jenis penelitian kuantitatif analitik dengan pendekatan cross sectional. Penelitian ini memiliki populasi 8.000 orang, sampel 99 orang dengan teknik pengambilan sampel purposive sampling dan uji chi-square. Analisis penelitian ini adalah analisis univariat dan bivariat. Hasil Penelitian : Pada mutu pelayanan pendaftaran rawat jalan menunjukkan 50,5% menilai baik. Kepuasan pasien menunjukkan 54,5% menilai puas. Hasil uji chi-square diperoleh nilai p-value = 0,002 < nilai α = 0,1, maka H0 ditolak. Hal ini menunjukkan bahwa terdapat hubungan antara mutu pelayanan pendaftaran dengan kepuasan pasien BPJS rawat jalan di RSUD Arjawinangun. Kesimpulan : Terdapat hubungan antara mutu pelayanan pendaftaran rawat jalan dengan kepuasan pasien BPJS di RSUD Arjawinangun. Saran : Rumah sakit perlu mempercepat waktu tunggu, menambah fasilitas seperti televisi dan leaflet, serta melatih soft skills petugas untuk meningkatkan empati. Penambahan kursi dan pendingin ruangan di ruang tunggu juga dapat meningkatkan kepuasan pasien. Kata Kunci : Mutu Pelayanan, Kepuasan Pasien, BPJS, Rumah Sakit , Rawat Jalan Daftar Pustaka : 63 (2014-2025) Background: Service quality is a key factor in patient satisfaction in hospitals, especially in the registration unit which includes the ability of officers to convey information, speed, timeliness, responsiveness, and reliability. Based on a preliminary study, the majority of outpatient BPJS patients at Arjawinangun Hospital felt dissatisfied with the quality of service provided. This study aims to examine the relationship between the quality of outpatient registration services and BPJS patient satisfaction at Arjawinangun Hospital. Research Method: Type of analytical quantitative research with a cross-sectional approach. This study has a population of 8,000 people, a sample of 99 people with a purposive sampling technique and chi-square test. The analysis of this study is univariate and bivariate analysis. Research result : On the quality of outpatient registration services, 50.5% rated it as good. Patient satisfaction showed that 54.5% rated it as satisfied. The results of the chi-square test obtained a p-value = 0.002 <α value = 0.1, so H0 was rejected. This shows that there is a relationship between the quality of registration services and the satisfaction of outpatient BPJS patients at RSUD Arjawinangun. Conclusion: There is a relationship between the quality of outpatient registration services and BPJS patient satisfaction at Arjawinangun Regional Hospital. Suggestion : Hospitals need to speed up waiting times, add facilities such as televisions and leaflets, and train staff's soft skills to increase empathy. Adding chairs and air conditioning to the waiting room can also increase patient satisfaction. Keywords : Service Quality, Patient Satisfaction, BPJS, Hospital, Outpatient Bibliography : 63 (2014-2025)
| Item Type: | Thesis (Diploma) | ||||||||
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| Uncontrolled Keywords: | Mutu Pelayanan, Kepuasan Pasien, BPJS, Rumah Sakit , Rawat Jalan, ktirmik2025,rmikcrb | ||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) L Education > L Education (General) R Medicine > R Medicine (General) |
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| Divisions: | Jurusan RMIK > D3 Rekam Medis & Informasi Kesehatan | ||||||||
| Depositing User: | CRBR VIO VEBIANTY | ||||||||
| Date Deposited: | 01 Jul 2025 05:31 | ||||||||
| Last Modified: | 01 Jul 2025 05:31 | ||||||||
| URI: | http://repo.poltekkestasikmalaya.ac.id/id/eprint/5959 |
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