Analisis perbandingan kepuasan pasien terhadap pelayanan kesehatan berbasis program BPJS dan Non BPJS di rumah sakit umum daerah K.R.M.T Wongsonegoro
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Abstract
Badan Penyelenggara Jaminan Sosial (BPJS) is a health institution established to manage quality and health insurance plans to help people at all levels of society meet their health needs. Currently there are many negative comments regarding service quality and different treatment between BPJS and Non BPJS users, thus BPJS users state that the service quality provided is unsatisfactory. This research was conducted to analyze whether there is a difference in service quality and patient satisfaction between BPJS and Non BPJS users, analyze the relationship between service quality and patient satisfaction, and compare the significance between the two groups of patients in K.R.M.T Wongsonegoro Regional Hospital. The service quality is assessed by five dimensions reliability, responsiveness, empathy, assurance, and tangibility. 410 participants were selected using simple random sampling techniques and analyzed using Mann Whitney Test, PLS-SEM, and PLS-MGA. The results show the Non BPJS users have received better service quality and higher patient satisfaction than BPJS users, proving the relationship between service quality and patient satisfaction, and do not find meaningful differences in the relation of service quality and patient satisfaction between BPJS users and Non BPJS users. This implies that the hospital must maintain a good quality of service, and promote equality for both BPJS and Non BPJS users as the quality that it provides will significantly affect patient satisfaction.
Badan Penyelenggara Jaminan Sosial (BPJS) merupakan suatu institusi kesehatan berfungsi untuk mengelola mutu dan asuransi kesehatan demi membantu seluruh masyarakat memenuhi kebutuhan kesehatannya. Pada pelaksanaannya, masih banyak fakta negatif terkait kualitas layanan dan adanya perbedaan kualitas layanan antar pengguna BPJS dan Non BPJS membuat masyarakat pengguna BPJS menilai kualitas pelayanan yang diberikan tidak memuaskan. Dengan begitu, penelitian ini bertujuan untuk menganalisis apakah terdapat perbedaan dalam kualitas layanan dan kepuasan antar pasien pengguna BPJS dan Non BPJS, mengetahui ada tidaknya hubungan antara kualitas pelayanan dengan kepuasan pasien dan membandingkan signifikansi pengaruh kualitas layanan terhadap kepuasan antara kedua kelompok di RSUD K.R.M.T Wongsonegoro. Kualitas layanan dinilai dari lima dimensi mencakup reliability, responsiveness, empathy, assurance, dan tangibility. Penelitian ini menggunakan 410 sampel yang dipilih menggunakan teknik simple random sampling, dianalisis menggunakan uji Mann Whitney, PLS-SEM, dan PLS-MGA. Hasil penelitian menunjukkan bahwa pengguna Non BPJS mendapatkan kualitas layanan dan memiliki kepuasan pasien yang lebih tinggi secara bermakna dibandingkan pengguna BPJS. Ditemukan juga adanya pengaruh antara kualitas pelayanan dengan kepuasan pasien, dilihat dalam keseluruhan responden, pengguna BPJS dan pengguna Non BPJS. Tidak ditemukan adanya perbedaan yang bermakna pada pengaruh kualitas layanan terhadap kepuasan pasien antar pengguna BPJS dan Non BPJS. Hal ini menunjukkan bahwa pihak rumah sakit harus menjaga kualitas pelayanan yang baik, dan mempromosikan kesamarataan dari segi kualitas layanan antar kelompok BPJS dan Non BPJS, dikarenakan dapat disimpulkan bahwa kualitas layanan akan memengaruhi kepuasan pasien.
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