The Influence of Health Service Quality Dimensions on BPJS Patient Satisfaction in Hospitals
Abstract
Patient satisfaction is a key metric for evaluating healthcare quality and is particularly important for BPJS patients in hospitals. This study aims to investigate how various aspects of healthcare quality affect BPJS patient satisfaction by utilizing a literature review methodology. This study reviews previous research published in journals through the google scholar database within a certain year, which are relevant to the topic of service quality dimensions (such as tangibles, reliability, responsiveness, assurance, and empathy) and patient satisfaction. The review results show that all dimensions of service quality have a significant contribution to patient satisfaction levels, with assurance and responsiveness often being the most dominant factors. These findings emphasize the importance of improving service quality in all aspects to support BPJS patient satisfaction in hospitals. This literature review aims to serve as a resource for policy makers and hospital administrators in formulating strategies to improve service quality.
References
Buhari, B., & Sari, R. M. (n.d.). Keterkaitan antara dimensi-dimensi Servqual dan tingkat kepuasan pasien BPJS Kesehatan di ruang rawat inap RS Bhayangkara Jambi
Hattab, S., & Salingkat, S. P. (2024). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN BPJS DAN PASIEN UMUM RUMAH SAKIT UMUM DAERAH UNDATA PROVINSI SULAWESI TENGAH. 01.
Karlina Sari, Megawati, & Haslinah Ahmad. (2023). Faktor yang Mempengaruhi Mutu Pelayanan Kesehatan Terhadap Kepuasan Pasien BPJS di Poliklinik Penyakit dalam Rumah Sakit Umum Daerah Kota Padang Sidempuan: Factors Affecting the Quality of Health Services towards BPJS Patient Satisfaction at the Internal Medicine Polyclinic of the Padang Sidempuan City General Hospital. Media Publikasi Promosi Kesehatan Indonesia (MPPKI), 6(5), 982–988. https://doi.org/10.56338/mppki.v6i5.3470
Purnomo, M., Hartinah, D., & Suwarto, T. (n.d.). PENGARUH PELAYANAN TERHADAP KEPUASAN PASIEN BPJS PUSKESMAS PECANGAAN JEPARA.
Ratnasari, I., & Damayanti, S. (2020). Pengaruh kualitas pelayanan dan tingkat kepercayaan pasien terhadap kepuasan pasien rawat inap kelas 1 peserta BPJS di RSUD Karawang.
Romantir, R., Giay, Z., Zainuri, A., & Tingginehe, R. M. (2024). Dampak dimensi mutu pelayanan kesehatan terhadap tingkat kepuasan pasien BPJS Kesehatan dan non-BPJS Kesehatan di RSUD Abepura Kota Jayapura
Siagian, A. N., Girsang, E., & Siregar, S. D. (n.d.). Evaluasi mutu pelayanan kesehatan (Tangible, Reliability, Responsiveness, Assurance, Empathy) di Instalasi Rawat Inap Rumah Sakit Umum Royal Prima, Medan
Siregar, M., & Ritonga, Z. A. (2024). Analisis hubungan mutu pelayanan BPJS Kesehatan terhadap kepuasan pasien BPJS di Instalasi Rawat Inap Kelas III RSU Imelda Pekerja Indonesia Medan, yang dipublikasikan pada tahun 2023, dalam jurnal 12(2)
Yasin, R. A. (2022). Pengaruh kualitas pelayanan terhadap kepuasan pasien rawat jalan di rumah sakit: Tinjauan Pustaka
Copyright (c) 2025 Assyifa Deswita Mrp, Dewi Agustina, Nadia Amanda Azwa, Dwi Fanny Amanda Natasya, Dwiyana Mawarni, Sayyidati Zahira
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
