scholarly journals Pengukuran Layanan Pada Aplikasi Mobile JKN Menggunakan Metode Servqual

2019 ◽  
Vol 21 (2) ◽  
pp. 157-166
Author(s):  
Andi Saryoko ◽  
Hendri Hendri ◽  
Sulaeman Hadi Sukmana
Keyword(s):  
Service Quality ◽  
Mobile Application ◽  
Direct Evidence ◽  
Quality Measures ◽  
Scientific Meeting ◽  
Community Satisfaction ◽  
Five Dimensions ◽  
Level Of Satisfaction ◽  
Community Expectations ◽  
Online Registration

The Indonesian people in registering as members of the BPJS for Health can now be done in several ways: 1) registration by coming directly to the nearest BPJS office, 2) being able to register online on a computer, internet connected laptop on the https: / page /daftar.bpjs-kesehatan.go.id/ or 3) register online on the JKN mobile application with a smartphone or mobile. Research to analyze the level of community satisfaction with BPJS Health online registration on the JKN mobile application by applying the servqual method. In registering BPJS Health members online, the application provider must be able to give full attention to service quality (SERVQUAL). In the context of measuring service quality variables, Parasuraman, Zeithaml and Berry (1998) identified five dimensions of service quality measures including: Reliability, responsiveness, Assurance, Direct evidence (Tangibles), and Empathy (Empathy). This study aims to examine the level of satisfaction of BPJS Health members towards online registration services at BPJS Health especially for the Jakarta area by applying the SERVQUAL method, and to find out what factors should be prioritized on online registration with the JKN mobile application in order to meet community expectations. From this scientific research, it is hoped that it can be published in one of the national journals and can be announced at the National scientific meeting.

ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT UMUM Dr. ABDUL RIVAI

2019 ◽  
Vol 3 (2) ◽  
pp. 450
Author(s):  
Zulkifli Zulkifli
Keyword(s):  
Service Quality ◽  
General Hospital ◽  
Direct Evidence ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Analytical Tool ◽  
Reliability Test ◽  
Dominant Dimension ◽  
Five Dimensions ◽  
Level Of Satisfaction

The purpose of this study was to analyze the influence of each dimension of service quality on the level of satisfaction of inpatients which dimensions of service quality are more dominant in influencing the level of satisfaction of inpatients The analytical tool in question is: validity test and reliability test, multiple linear regression analysis, coef icient of determination, t test and F test. Based on the results of the analysis, it can be seen that the dimensions of direct evidence (tangibles) have a significant ef ect on the level of satisfaction of inpatients at Dr. Abdul Rivai General Hospital, while reliability, responsiveness, assurance and attention have no significant ef ect. Tangibles, reliability, responsiveness, assurance and attention can provide a positive and significant influence together or simultaneously on patient satisfaction at Dr. Abdul Rivai General Hospital. The most dominant dimension of influence on the satisfaction of hospitalized patients at Dr. Abdul Rivai General Hospital is a dimension of direct evidence (tangibles), with a regression coef icient of 0.965 or 96.5%. The coef icient of determination or R Square is 97.4%, while the remaining 2.6% is influenced by other factors besides the five dimensions of service quality

scholarly journals Analisis Tingkat Kepuasan Pasien BPJS Pada Pelayanan Kefarmasian Di Apotek Klinik SATKES PUSDOKKES MABES POLRI

2020 ◽  
Vol 1 (02) ◽  
pp. 29
Author(s):  
Okpri Meila
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Pharmaceutical Services ◽  
Service Satisfaction ◽  
Satisfaction Level ◽  
Cross Sectional ◽  
Five Dimensions ◽  
Level Of Satisfaction ◽  
Quota Sampling

Service satisfaction is achieved if what the patient gets exceeds what is expected. This study to determine the level of BPJS patient satisfaction and dimensions affect the level of satisfaction with pharmaceutical services provided in Drugstore Clinic Satkes Pusdokkes Headquarter Police. This reasearch was conducted the data of patients who were treated and carried out in cross sectional, by distribution questioner and analyzed descriptive. Reasearch subjects were teken by quota sampling technique. The level of satisfaction of this study was measured based on five dimensions of service quality and analyzed using percentase and likert scalet. The results of the showed that patients who were treated at the Drugstore Clinic Satkes Pusdokkes Headquarter Police were satisfied with the services provided by the services provided Keyword : Satisfaction level, pharmaceutical services, BPJS

scholarly journals KUALITAS PELAYANAN PUBLIK DALAM MEMENUHI KEPUASAN MASYARAKAT DI KANTOR IMIGRASI KELAS I KHUSUS SURABAYA

2017 ◽  
Vol 3 (1) ◽  
Author(s):  
Rachman Rahardian ◽  
Zakariya Zakariya
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
Class I ◽  
Community Satisfaction ◽  
Five Dimensions ◽  
The People ◽  
Immigration Service ◽  
The Government

Quality Of Public Service in Fulfilling Community Satisfaction in Class Of Immigration Class I Special Surabaya. Public services in accordance with Act No. 25 of 2009 on the public service is a form of services either in the form of public goods, one form of public service held by the government is meeting the needs of society in the manufacture of passports by the Immigration Office. However, in the provision of services performed, there are problems that often occur like, there is always a long queue, inadequate parking space. Special Class I Immigration Office Surabaya is one of the facilities that serve service traveling abroad. The focus of research at the Immigration Service Quality Class I Special Surabaya measured using the five dimensions of service quality (SERVQUAL) According to Parasuraman, namely Tangible, Realibility, Responsiveness, Assurance, Empathy. This study used a qualitative descriptive approach. Results from the study show that: 1) The services in Class I Special Immigration Office of Surabaya in society already said enough good can be seen from the Tangible, Realibility, Responsiveness, Assurance, Empathy. 2) Conditions of service given Class I Special Immigration Office Surabaya to communities based on Tangible, Realibility, Responsiveness, Assurance, Empathy has been said to be quite good. 3) community satisfaction with the services in Class I Special Immigration Office Surabaya already be quite good, which includes Realibility, Assurance, Empathy. But the satisfaction of the people are still not satisfied because there are said to be found lacking from the dimension Tangible, Responsiveness. 1) The services in Class I Special Immigration Office of Surabaya in society already said enough good can be seen from the Tangible, Realibility, Responsiveness, Assurance, Empathy. 2) Conditions of service given Class I Special Immigration Office Surabaya to communities based on Tangible, Realibility, Responsiveness, Assurance, Empathy has been said to be quite good. 3) community satisfaction with the services in Class I Special Immigration Office Surabaya already be quite good, which includes Realibility, Assurance, Empathy. But the satisfaction of the people are still not satisfied because there are said to be found lacking from the dimension Tangible, Responsiveness. Keywords: Quality of Public Services, Public Satisfaction

scholarly journals Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

2018 ◽  
Vol 5 (1) ◽  
pp. 90-101
Author(s):  
Entin Sutinah ◽  
Odilia Rosdiana Simamora
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT PADA PEMBUATAN KARTU PESERTA JAMINAN KESEHATAN NASIONAL (JKN) DI KANTOR BPJS KESEHATAN KOTA BOGOR

2018 ◽  
Vol 3 (2) ◽  
pp. 117
Author(s):  
Agus Mantri ◽  
Abubakar Iskandar ◽  
Irma Purnamasari
Keyword(s):  
Quality Of Service ◽  
Health Insurance ◽  
Service Quality ◽  
Statistical Hypothesis ◽  
Spearman Correlation ◽  
Community Satisfaction ◽  
Five Dimensions ◽  
Spearman Correlation Test ◽  
Quality Theory

The increasing number of enthusiasts accessing the BPJS card does not seem to be accompanied with the service of obtaining JKN card (National Health Insurance). Reality people start waiting in front of the office around 6 am just to get early queue. Not to mention the readiness of very minimal service, limited staff and counter and various facilities that do not support the comfort during the wait. Even every day is limited to 90 people. This shows that the quality of service on the manufacture of JKN card in BPJS office has not function properly. The purpose of this study is to know the influence between the quality of service to public satisfaction in the manufacture of JKN card in the office of BPJS Bogor City. The theory used in this research is using the service quality theory of Zeithaml, Parasuraman, & Berry in Ratminto and Atik Septi Winarsih and also the theory of public satisfaction by Boediono which states that to measure a quality of service and a community satisfaction can be measured through five dimensions namely: Tangibles, Empathy, Reliability, Responsiveness, and Assurance (TERRA). The method used is associative with Rank Spearman correlation test. From the correlation coefficient results there are two indicators of the level of influence is very strong that is serving properly and have knowledge while the level of influence on indicators to complete the needs is very low. The results of the contribution of service quality variable to the variable of community satisfaction by 54% are influenced or determined by BPJS service quality variable by 46%. So it can be concluded that Based on the results of associative statistical hypothesis that H0: p = 0 (no relationship) means there is no effect of service quality on community satisfaction.Keywords: Quality of service BPJS, JKN-BPJS program, and community satisfactioncard maker JKN-BPJS.

scholarly journals EVALUASI TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN KEFARMASIAN DI KLINIK X MENGGUNAKAN APLIKASI E-SERVQUAL BERBASIS WEB

2019 ◽  
Vol 1 (3) ◽  
pp. 210-224
Author(s):  
Leonov Rianto ◽  
Gilang Al'Qarana ◽  
Alifa Sabrina
Keyword(s):  
Patient Satisfaction ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Study Data ◽  
Pharmaceutical Services ◽  
Pharmacy Services ◽  
Five Dimensions ◽  
Goods And Services ◽  
Level Of Satisfaction

In an effort to improve the quality of service, patient satisfaction can be measured by the SERVQUAL (SERVICE QUALITY) method by making a comprehensive customer satisfaction assessment survey for services in the field of goods and services that prioritize pharmaceutical services. Customer satisfaction analysis is based on five dimensions of service quality, namely responsiveness, reliability, assurance, empathy, and tangible. The formulation of the problem in this study wanted to find out how patient satisfaction with pharmacy services in clinic X. The purpose of this study was to describe patient satisfaction with pharmacy services in clinic X. Using descriptive quantitative methods to determine the level of patient satisfaction with pharmaceutical services using questionnaires as instruments Study data on patient visits were treated at 3 months beginning in 2018 in January 2,970 patients, February 2,868 patients, and March 3,304 patients. Based on data that has been recapitulated in a system by web-based e-SERVQUAL application and its validity has been tested, the percentage of each variable is evenly distributed in the range of 70%, on the dimensions of attitude and appearance. , 20% of patients were satisfied, in the dimension of drug waiting time, 73.90% of patients were satisfied, on the assurance dimension 74.45% of patients were satisfied, on the dimensions of empathy satisfied patients were 73.50%, on the dimensions of facilities and patient facilities were satisfied , 87%. From these results, the patient is satisfied with the overall dimensions of service, the greatest level of satisfaction is in the dimensions of attitude and appearance, and the smallest level of satisfaction is on the dimensions of facilities and facilities, it can be concluded that the percentage of 74.14% is in the predicate satisfied.

scholarly journals Medical staff services quality to patients satisfaction based on SERVQUAL dimensions

2019 ◽  
Vol 8 (1) ◽  
pp. 51
Author(s):  
Febri Endra Budi Setyawan ◽  
Stefanus Supriyanto ◽  
Feny Tunjungsari ◽  
Wa Ode Nurlaily Hanifaty ◽  
Retno Lestari
Keyword(s):  
Service Quality ◽  
Medical Staff ◽  
Services Quality ◽  
Simple Random Sampling ◽  
Hospital Service ◽  
Cross Sectional ◽  
Five Dimensions ◽  
Patients Satisfaction ◽  
Level Of Satisfaction ◽  
Hospital Patients

Hospital service quality was a degree of discrepancy between patients’ perceptions and their expectations about hospitals services. Service quality which was provided by medical staff emphasizes the actual hospital service process.  In the hospital, patients’ satisfaction could be widely used to determine hospital service quality. The purpose of this study was to analyze the influence of medical staff services quality on patients satisfaction based on SERVQUAL dimensions. This study used an analytic observational design with cross-sectional approach. There were 314 respondents taken from inpatients hospital admission using simple random sampling. Based on regression analysis results, five dimensions of health services quality affect patients’ level of satisfaction and obtained the equation of Y = 0.026 + 0.226X1 + 0.332X2 + 0.1X3 + 0.075X4 + 0.235X5, this explained  that patients’ satisfaction was affected by all dimensions of health service quality (RATER) simultaneously. However, different values will be obtained if all dimensions were measured separately, range from 10% to 33.2%.  It could be concluded that patients’ satisfaction were influenced by the quality of medical staff services through its five components: reliability, assurance, tangible, empathy and responsiveness.

scholarly journals TINGKAT KEPUASAN PASIEN BPJS RAWAT JALAN TERHADAP PELAYANAN PANAH RSUD GENTENG BANYUWANGI

2021 ◽  
Vol 4 (1) ◽  
pp. 26-31
Author(s):  
Kukuh Handojo
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Cross Sectional ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Fifth Dimension ◽  
Level Of Satisfaction ◽  
Sample Technique ◽  
Cross Sectional Design

The "PANAH" programme is one of the innovative Pharmacy Installation services at RSUD Genteng. PANAH is an abbreviation of Pangkas Antrian Ambil Obat Harian. This program is a new program and there has never been a measurement of the level of satisfaction so that it is necessary to measure the level of satisfaction.This study aims to determine the level of satisfaction of patients served by the “PANAH” program at RSUD Genteng based on five dimensions of service quality, namely tangible, reliability, responsiveness, empathy, assurance.The type of research used is descriptive quantitative research with cross sectional design and the sample technique used is total sampling. Samples taken were 72 patients. Technique of answering data using a questionnaire.Based on the results of the study obtained as follows. On the dimensions of physical evidence (tangible) 43 respondents were satisfied (59,72%), 29 respondents were quite satisfied (40,28%). On the credibility dimension (reliability) 45 respondents were satisfied (62,5%), 27 respondents were quite satisfied (37,5%). On the dimension of responsiveness (responsiveness) 45 respondents were satisfied (62,5%), 27 respondents were quite satisfied (37,5%). On the dimension of empathy (emphaty) 42 respondents were satisfied (58,33%), 30 respondents were quite satisfied (41,67%). On the assurance dimension 41 respondents were satisfied (56,94%), 31 respondents were quite satisfied (43,06%). In the response of fifth dimension, namely tangible, reliability, responsiveness, empathy, assurance 52 respondents were satisfied (72,22%), 20 respondents were quite satisfied (27,78%), there were no respondents who were less satisfied and dissatisfied.

Hubungan Mutu Pelayanan Dengan Minat Kunjungan Ulang Pasien Rawat Inap RS Bhineka Bakti Husada

2020 ◽  
Vol 4 (2) ◽  
pp. 167
Author(s):  
Lela Kania Rahsa Puji ◽  
Nurwulan Adi Ismaya ◽  
Utami Ulfa
Keyword(s):  
Quality Assurance ◽  
Health Services ◽  
Service Quality ◽  
Direct Evidence ◽  
Quality Standards ◽  
Research Purpose ◽  
Cross Sectional ◽  
Five Dimensions ◽  
Quality Of Health Services

In line with regulation No.44 of 2009, explained that one of the hospital's requairements are implement, and maintain quality standards for health services in hospitals as a reference in helping patients. Based on research  May 18, 2019 at the Bhineka Bakti Husada Hospital determine that 96.1% of patients were interested in visiting again if needed health services and 3.9% were not interested in visiting again.research question is correlation between Service Quality and Interest in Revisiting Inpatients at Bhineka Bakti Husada Hospital in 2019. Research purpose is to identify correlation service quality and interest in revisiting inpatient. Method analitic survey cross sectional univariat and bivariate analisys. Technin sampling are total sampling 52 respondent. Result the correlation from the five dimensions of quality of health services (reliability, quality assurance, quality of direct evidence, empathy) are related to interest in revisiting inpatients at Bhineka Bakti Husada Hospital.Keywords:service qulityquality of Hospitalizationinterest patient Re-VisitABSTRAKSejalan dengan peraturan No.44 tahun 2009, dijelaskan bahwa salah satu persyaratan rumah sakit adalah menerapkan, dan mempertahankan standar kualitas untuk layanan kesehatan di rumah sakit sebagai referensi dalam membantu pasien. Berdasarkan penelitian 18 Mei 2019 di Rumah Sakit Bhineka Bakti Husada menentukan bahwa 96,1% pasien tertarik untuk berkunjung lagi jika membutuhkan layanan kesehatan dan 3,9% tidak tertarik mengunjungi lagi. di Rumah Sakit Bhineka Bakti Husada pada tahun 2019. Tujuan penelitian adalah untuk mengidentifikasi hubungan kualitas layanan  minat dalam mengunjungi kembali pasien rawat inap. Metode survei analitik cross sectional dengan analisis univariat dan bivariat. Teknik pengambilan sampel adalah total sampling 52 responden. Hasil korelasi dari lima dimensi kualitas layanan kesehatan (keandalan, jaminan kualitas, kualitas bukti langsung, empati) ada hubungan dengan minat mengunjungi kembali pasien rawat inap di Rumah Sakit Bhineka Bakti Husada.Kata Kunci:Mutu pelayananMutu rawat inapKunjungan ulang pasien

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL DI KABUPATEN MURUNG RAYA

2018 ◽  
Vol 4 (2) ◽  
Author(s):  
Azahraty Azahraty ◽  
Periyadi Periyadi
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Quantitative Research ◽  
Level Of Service ◽  
Research Model ◽  
Community Satisfaction ◽  
Data Collection Tool ◽  
The Public ◽  
Level Of Satisfaction ◽  
Survey Approach

Abstract: This study aims to determine whether or not the influence of service quality on community satisfaction in Disdukcapil Office of Murung Raya Regency either partially or simultaneously. The method used in this study is quantitative research is a research model that requires the existence of the calculation of the numbers, while the approach used is a survey approach that is the research that takes samples from the population and use the questionnaire as the main data collection tool. The results of this study indicate that the services provided by employees Disdukcapil Murung Raya District to the public influence significantly to the satisfaction. This means that if the level of service perceived by the higher society, then lead to higher also the level of satisfaction felt by the communityKeywords: service quality, public satisfaction, Disdukcapil office, Murung Raya RegencyAbstrak: Penelitian ini bertujuan untuk mengetahui ada tidaknya pengaruh kualitas pelayanan terhadap kepuasan masyarakat di kantor Disdukcapil Kabupaten Murung Raya baik secara parsial maupun simultan. Metode yang digunakan dalam penelitian ini adalah penelitian kuantitatif yaitu suatu model penelitian yang mengharuskan akan adanya perhitungan angka-angka, sedangkan pendekatan yang digunakan adalah dengan pendekatan survei yaitu penelitian yang mengambil sampel dari populasi dan menggunakan kuesioner sebagai alat pengumpulan data yang pokok. Hasil penelitian ini menunjukan bahwa pelayanan yang diberikan oleh pegawai Disdukcapil Kabupaten Murung Raya kepada masyarakat berpengaruh secara siginifikan terhadap kepuasan. Artinya jika tingkat pelayanan yang dirasakan oleh masyarakat makin tinggi, maka mengakibatkan makin tinggi juga tingkat kepuasan yang dirasakan oleh masyarakatKata kunci : kualitas pelayanan, kepuasan masyarakat, Disdukcapil, Kabupaten Murung Raya

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