International Conference and Call for Proccedings - Scope of Health- 70-92 Articles

Abstract

Satisfaction is an expression or feeling that is applied by assessing or comparing the results of the health cruise received with their expectations. Patients will feel satisfied if the performance of the health services they get is the same or exceeds their expectations, while dissatisfaction or feelings of disappointment for patients will arise if the performance of the health services they get is not in line with their expectations. The elements used to measure the level of satisfaction are elements of responsiveness, reliability, assurance, empathy, and facilities. This research was conducted with the aim of knowing the level of patient satisfaction on the 5 dimensions of service quality. The type of research conducted is descriptive research. The sampling method is purposive sampling with the criteria of the patient's family or patients using BPJS at the Amanda hospital in cikarang, able to communicate well, using Indonesian language, willing to be interviewed, and aged 14 years and over with the provisions of 15-20 years, 21-30 years,31-40 years,50 years and over.Based on the calculation of the level of patient satisfaction with the reliability indicator of 81% giving a very satisfied value, the responsiveness indicator of 80.22% giving a satisfied value, the ability indicator by 84% giving a very satisfied value, the empathy indicator of 86.43% gave a very satisfied value, and the facility indicator of 81% gave a very satisfied value. So the average percentage level of satisfaction of outpatient BPJS patients as a whole is 82.5%, which is very satisfied.