Analysis of Expectations and Patient Satisfaction of BPJS Kesehatan Users for Administrative Services in the Inpatient Room of Tenriawaru Regional General Hospital, Bone Regency

Abstract

One of the government's efforts to realize optimal health services to improve the highest level of health and the goal of health development towards Indonesia is to establish BPJS Kesehatan. This study aims to analyze the expectations and satisfaction of patients who use BPJS Kesehatan for administrative services in the inpatient room of the Tenriawaru Regional General Hospital, Bone Regency. This type of research is descriptively correlated with the design of a cross sectional study. The sample in this study was 100 inpatients. The sampling technique is the intended sampling. Data analysis used chi square test. The results showed that there was a relationship between the expectation (p=0.000) and satisfaction (p=0.000) of BPJS Kesehatan patients with administrative services in the inpatient room of the Tenriawaru Regional General Hospital, Bone Regency. It is recommended that hospitals periodically observe their services in order to maintain existing excellence and always improve the quality of service which according to the patient's assessment is not in accordance with the patient's expectations and for the next researcher it is hoped that it can add to the variables studied and can use the results of this study as a comparison.