ANALYSIS OF BPJS PARTICIPANTS’ SATISFACTION WITH SERVICES AT KLINIK PRATAMA ARINDA MEDIKA

Abstract

The quality of health services are important issues within the National Health Insurance system administered by BPJS Kesehatan, where patient satisfaction serves as a key indicator of service quality. This study aimed to analyze BPJS participants’ satisfaction with services at Arinda Medika Primary Clinic Palembang City. This study used a quantitative analytic descriptive design with a cross-sectional approach. The population consisted of 112 participants and the sample consisted of 40 respondents selected using accidental sampling. Data were collected using a SERVQUAL-based questionnaire covering tangible, reliability, responsiveness, assurance, and empathy dimensions, and were analyzed using univariate and bivariate analysis with the chi-square test. The results showed that most respondents rated service quality as good (70.0%) and the majority were satisfied (65.0%). Statistical analysis indicated a significant relationship between service quality and BPJS participant satisfaction (p = 0.012). It is concluded that service quality influences patient satisfaction; therefore, continuous improvement of service quality is necessary to enhance BPJS participant satisfaction.