Galore International Journal of Health Sciences and Research

Original Research Article

Year: 2019 | Month: January-March | Volume: 4 | Issue: 1 | Pages: 126-135

The Factors Influence with Satisfaction Patient Outpatient BPJS Kesehatan Member at Manokwari Hospital Manokwari District Papua Barat Province

Adhe Ismawan1, Bernard Sandjaja2, A.L. Rantetampang3, Anwar Mallongi4, Rosmin Tingginehe5

1Magister Program of Public Health, Faculty of Public Health, Cenderawasih University, Jayapura.
2,3,5Lecturer of Master Program in Public Health. Faculty of Public Health, Cenderawasih University, Jayapura
4Environmental Health Department, Faculty of Public Health, Hasanuddin University, Makassar.

Corresponding Author: Anwar Mallongi


Background: Advanced health facilities in this case Hospital is the referral facilities after patients get referrals from first-level health facilities so that the quality of service in Hospital is something that affects patient satisfaction which is influenced by age, sex, education, ethnicity, physical evidence, reliability, responsiveness, assurance and empathy.
Objective: To find out the factors related to BPJS Kesehatan member outpatient satisfaction at Manokwari Hospital.
Research Method: Analytical with cross sectional study design. The population was all BPJS Kesehatan patients who came to visit Manokwari Hospital in Oktober with a total sample of 100 people by systematic sampling. Data were obtained using a questionnaire and analyzed using the chi square test and logistic binary regression.
Results: Factors that were significantly related to BPJS Kesehatan participant outpatient satisfaction at Manokwari Hospital were tangible (p-value = 0,033; Rp. 2,455; CI95% (1,212 - 4,973), assurance (p-value) = 0,000; Rp. 9,135; CI95% (4,336 - 19,246) and empathy (p-value = 0.017; RP: 2.867; CI95% (1,428 - 5,756). Factors not significantly related to outpatient satisfaction of BPJS Kesehatan participants in Manokwari Hospital is age (p-value = 0.381; RP: 0.649; CI95% (0.311 - 1.356), gender (p-value = 0.456; Rp. 0.672; CI95% (0.301 - 1,500), education (p-value = 1,000; Rp. 0,889; CI95% (0,338 - 2,336), ethnic (p-value = 0,723; Rp. 0,786; CI95% (0,368 - 1,678). Reliability (p-value = 1,000; Rp: 1,167; CI95% (0,455 - 2,994) and responsiveness (p-value = 0.210; Rp: 1.810; CI95% (0.865 - 3.783) has a meaningless relationship. Assurance and empathy have a dominant influence with outpatient patient satisfaction of BPJS Kesehatan member in Manokwari Hospital.

Key words: Satisfaction Patient, Out Patient, BPJS Kesehatan Member

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