The Effect of Cognitive and Affective Aspects on Waiting Time Satisfaction of BPJS Outpatients in Hospital
Ayun Sriatmi (1)*, Rachel Ivonieta Insani (1), Eka Yunila Fatmasari (1)

(1) Department of Health Policy and Administration, Faculty of Public Health, Universitas Diponegoro, Semarang

*ayunsriatmi[at]gmail.com

Abstract

Background: Waiting time is one dimensions of the health services quality and its a potential component of patients dissatisfaction in their perception of health services. It was known that waiting times to services tend to be longer than their expected, especially in outpatient services, and level of their satisfaction was still not optimal. The aim of study was analysing the effect of cognitive and affective aspects on the satisfaction of BPJS outpatient services in hospitals.
Method: A quantitative research with cross sectional design. The population is outpatient BPJS patients at William-Booth Hospital Semarang, with a sample of 95 people using simple random sampling. Data be analyzed with univariate, bivariate and mutivariate.
Result: The level of BPJS patient satisfaction in waiting time dimension was 74.7%. Cognitive and affective aspects by statistically were proven to affect satisfaction both partially and simultaneously (p <0.05). The influence of cognitive aspects was greater than affective aspects (OR = 19,980 and OR = 18,231).
Conclusion: The cognitive and affective aspects strongly influence the satisfaction of outpatients in the hospital. The waiting time adjustment mechanism through improved queuing system and the clarity of information provided.

Keywords: waiting time of services- patient satisfaction- hospital

Topic: Health policy, health services and health economic