MASRIFAH, 131511123045 (2017) HUBUNGAN KUALITAS PELAYANAN KEPERAWATAN DENGAN KEPUASAN PASIEN BPJS DI RUANG RAWAT INAP RUMKITAL DR. RAMELAN SURABAYA. Skripsi thesis, Universitas Airlangga.

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Abstract

The increasing of public awareness of health, will lead to increasedemands for health service. Satisfaction is one indicator of health care success. One of the factors that influence patient satisfaction is a nursing service. Currently the Indonesian government has made a national policy by issuing a new program that is BPJS (Social Security Agency of Health). Purpose of this research was determine the corelation between nursing service quality with BPJS patient satisfaction in Dr. Ramelan Naval Hospital Surabaya. This research used analytical design with cross sectional approach, populations were all patients of BPJS user in Dr. Ramelan Naval Hospital Surabaya. Sampling technique used purposive sampling and number of sample were 81 patients. The independent variable was nursing service quality, and dependent variable was BPJS patients satisfaction. Data were colected using questionaire on nursing service quality, and questionare on BPJS patients sartisfaction. Data were analyzed using Spearmen Rho with significance level of 0.05. Result showed most respondents were female with age 25-35 years, level education was high school and employment as a member of the Navy. Mostly responden said that nursing service was good and satisfied. The result correlation between nursing service quality and BPJS patients satisfaction showed p=0.000 and r=0.743.It means that there was strongcorrrelation between nursing service and BPJS patient satisfaction. It can be conclude that nursing service has positive correlation with BPJS patients satisfaction.High quality in nursing service willn lead to high patients satisfaction.The results of the study were expected to be able to maintain the quality of service and improve again to get excellent service and need to do more research with larger samples, longer time and other factors affecting the level of patient satisfaction in the health services provided, for example of a factor characteristics of respondents, service management and others.

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