CORRELATION OF THE QUALITY OF SERVICE DIMENSIONS AND THE SATISFACTION OF BPJS PARTICIPANTS AS ASSISTANCE FEE RECIPIENTS IN THE FIRST FACILITY SERVICE AT CIPEDES PUBLIC HEALTH CENTER (PUSKESMAS) TASIKMALAYA CITY
Enok Nurliawati*1, Etty Komariah Sambas2

1*2Sekolah Tinggi Ilmu Kesehatan Bakti Tunas Husada Tasilmalaya

Abstract

This study aimed to determine the correlation of the quality of service dimensions and the satisfaction of BPJS participants as the recipients of assistance fee in the first facility service at Cipedes Public Health Center (Puskesmas) Tasikmalaya city. The research method used a cross-sectional approach. The sampling technique used accidental sampling with the inclusion criteria of patients having made visits using BPJS PBI, had received complete services, and were willing to become research participants. The number of samples was 100 people. Collecting data using a questionnaire that has been tested for validity and reliability. The results showed that the dimensions of service quality that had a relationship with the satisfaction of BPJS participants who received assistance fee were staff reliability with p-value = 0.000 and OR 22.667, direct evidence of officers with p-value = 0.038 and OR = 2.600, employee empathy with p-value = 0.000 and OR = 65,333, staff reliability with p-value = 0,000 and OR = 5,971, while the dimensions of officer guarantee are not related to service satisfaction where p-value = 0.210 and OR = 0.554. The results of this study can be used as a basis for developing the competence of service personnel at Cipedes Public Health Center, especially in increasing the ability to empathize with patients.

Keywords: Service quality, Satisfaction

Topic: Health, Medical, Pharmacy and Technology