BPJS Patient Satisfaction As Reviewed From Outpatient Services at Ambulu Community Health Center

Sri Puji Lestari; Hanif Hadinata Utama; Harmawan Teguh Saputra

doi:10.18860/mec-j.v10i2.41342

BPJS Patient Satisfaction As Reviewed From Outpatient Services at Ambulu Community Health Center

Sri Puji Lestari, Hanif Hadinata Utama, Harmawan Teguh Saputra

Abstract

This study aims to analyze the level of satisfaction of BPJS outpatients with the quality of service at Ambulu Community Health Center and identify the gap between patient perceptions and expectations for each service attribute. This study is a survey study with a quantitative approach. The respondents were 94 BPJS outpatients selected using the Slovin formula. Data collection was conducted through questionnaires, then analyzed using the SERVQUAL method, Customer Satisfaction Index (CSI), and Importance Performance Analysis (IPA). The results showed that all SERVQUAL dimensions had negative gap values, indicating that the service received by patients did not fully meet expectations. The empathy dimension had the largest gap value, followed by direct evidence, responsiveness, assurance, and reliability. The CSI calculation results showed a value of 77.61%, indicating that patients were generally in the satisfied category, although this satisfaction was not evenly distributed across all service attributes. The IPA analysis showed that there were two attributes in Quadrant I, namely waiting room seating facilities and staff gratitude at the end of the service, which reflected aspects of physical comfort and service attitudes that were not optimal. These findings indicate that patient satisfaction is more influenced by certain attributes, so special attention is needed to attributes with a high level of importance but still low performance.

Keywords

Community Health Center; Importance Performance Analysis; Patient Satisfaction; Service; SERVQUAL

Full Text:

PDF

References

Afandi, D., & Arini, M. (2024). Importance-Performance Analysis Of Clinical Forensic Services Quality At Bhayangkara Hospital Pekanbaru, Indonesia. The Malaysian Journal Of Medical Sciences : Mjms, 31(1), 103–113. Https://Doi.Org/10.21315/Mjms2024.31.1.9

Alifah, U. N., Prahutama, A., & Rusgiyono, A. (2020). Metode Servqual, Kuadran Ipa, Dan Indeks Pgcv Untuk Menganalisis Kualitas Pelayanan Rumah Sakit X. Jurnal Statistika Universitas Muhammadiyah Semarang, 8(2), 144–151. Https://Doi.Org/10.26714/Jsunimus.8.2.2020.144-151

Anelia, N., & Modjo, R. (2023). Kepuasan Pasien Jaminan Kesehatan Nasional Terhadap Kualitas Pelayanan Kesehatan Di Rumah Sakit: Literature Review. Prepotif : Jurnal Kesehatan Masyarakat, 7(1), 1172–1180. Https://Doi.Org/10.31004/Prepotif.V7i1.13805

Hidayat, E., Wibowo, H., & Wardana, M. W. (2021). Analisis Kualitas Pelayanan Klinik Dengan Metode Importance Performance Analysis (Ipa). Jurnal Rekayasa, Teknologi, Dan Sains, 5(1), 25–28. Https://Doi.Org/10.33024/Jrets.V5i1.3982

Jonkisz, A., Karniej, P., & Krasowska, D. (2022). The Servqual Method As An Assessment Tool Of The Quality Of Medical Services In Selected Asian Countries. International Journal Of Environmental Research And Public Health, 19(13), 7831. Https://Doi.Org/10.3390/Ijerph19137831

Mohebifar, R., Hasani, H., Barikani, A., & Rafiei, S. (2016). Evaluating Service Quality From Patients’ Perceptions: Application Of Importance–Performance Analysis Method. Osong Public Health And Research Perspectives, 7(4), 233–238. Https://Doi.Org/10.1016/J.Phrp.2016.05.002

Nugrahani, R. U., & Arifputri, A. N. (2023). A Pelatihan Komunikasi Pelayanan Untuk Meningkatkan Engagement Oetomo Hospital Sebagai Rumah Sakit Baru Di Kabupaten Bandung. Prosiding Konferensi Nasional Pengabdian Kepada Masyarakat Dan Corporate Social Responsibility (Pkm-Csr), 6, 1–8. Https://Doi.Org/10.37695/Pkmcsr.V6i0.1926

Oliver, R. L. (2014). Satisfaction: A Behavioral Perspective On The Consumer. Routledge. Https://Doi.Org/10.4324/9781315700892

Palittin, N., Aripin, Z., Nugroho, T., Yuliaty, F., & Syahidin, R. (2025). Evaluasi Penerapan Manajemen Puskesmas Penajam Berdasarkan Peraturan Menteri Kesehatan Nomor 44 Tahun 2016 Pada 2024. Riggs: Journal Of Artificial Intelligence And Digital Business, 4(3), 1068–1073. Https://Doi.Org/10.31004/Riggs.V4i3.2098

Pamungkas, A. L. H., Silvia, S., Afifah, A., & Arlita, T. (2023). Gambaran Tingkat Kepuasan Rawat Inap Peserta Jkn Terhadap Kualitas Pelayanan Di Rsu Islam Harapan Anda. Jurnal Jaminan Kesehatan Nasional, 3(2), 1–10. Https://Doi.Org/10.53756/Jjkn.V3i2.99

Endeshaw, B. (2021). Healthcare Service Quality-Measurement Models: A Review. Journal Of Health Research, 35(2), 106–117. Https://Doi.Org/10.1108/Jhr-07-2019-0152

Purwanto, I., & Sugiarto, D. (2022). Importance Performance Analysis Dalam Pengukuran Kepuasan Pasien Pada Puskesmas Melalui Keppa. Explore: Jurnal Sistem Informasi Dan Telematika, 13(2), 152. Https://Doi.Org/10.36448/Jsit.V13i2.2541

Rahmatia, S., Basri, M., Ismail, I., Adi, S., Nasrullah, N., & Ahmad, A. (2025). Service Quality In Hospital Inpatient Care: Servqual Model Approach. Health Sa Gesondheid, 30, 3055. Https://Doi.Org/10.4102/Hsag.V30i0.3055

Sabaruddin, S., Hakim, R., & Tata, A. (2024). Csi (Customer Satisfaction Index) And Ipa (Importance Performance Analysis) Of Speed Rum Harbort In Tidore Island City. East Asian Journal Of Multidisciplinary Research, 2(12), 5245–5252. Https://Doi.Org/10.55927/Eajmr.V2i12.7693

Salsabilla, S., Yuniar, N., & Liaran, R. D. (2025). Gambaran Kesiapan Reakreditasi Puskesmas Berdasarkan Indikator Peningkatan Mutu Puskesmas (Pmp) Di Puskesmas Labibia Tahun 2024. Jurnal Penelitian Multidisiplin Bangsa, 2(2), 410–418. Https://Doi.Org/10.59837/Jpnmb.V2i2.514

Saputro, C. R. A., & Fathiyah, F. (2022). Universal Health Coverage: Internalisasi Norma Di Indonesia. Jurnal Jaminan Kesehatan Nasional (Jjkn), 2(2), 204–216. Https://Doi.Org/10.53756/Jjkn.V2i2.108

Septiana, S., Wicaksono, R. N., Saputri, A. W., Fawwazillah, N. A., & Anshori, M. I. (2023). Meningkatkan Kompetensi Sumber Daya Manusia Untuk Masa Yang Mendatang. Student Research Journal, 1(5), Article 5. Https://Doi.Org/10.55606/Srjyappi.V1i5.705

Slamet, M., & Sulistiyowati, W. (2022). Customer Satisfaction Analysis By Integrating Service Quality (Servqual) Methods And Importance Performance Analysis. Indonesian Journal Of Law And Economics Review, 16. Https://Doi.Org/10.21070/Ijler.V15i0.763

Thamrin, M. H., Tosungku, L. O. A. S., & Gunawan, S. (2025). Analisis Kualitas Pelayanan Kesehatan Dengan Metode Healthqual Dan Importance Performance Analysis (Ipa). Jurnal Teknik Industri Terintegrasi (Jutin), 8(2), 2038–2047. Https://Doi.Org/10.31004/Jutin.V8i2.44780

Ferreira, D. C., Vieira, I., Pedro, M. I., Caldas, P., & Varela, M. (2023). Patient Satisfaction With Healthcare Services And The Techniques Used For Its Assessment: A Systematic Literature Review And A Bibliometric Analysis. Healthcare, 11(5), 639. Https://Doi.Org/10.3390/Healthcare11050639

Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2022). Patient Satisfaction With Quality Of Care In Public Sector Hospital. BMC Health Services Research, 22, 1234. Https://Doi.Org/10.1186/S12913-022-08623-4

Ozretic Dosen, D., Skare, V., Cerfalvi, V., Bencekovic, Z., & Komarac, T. (2020). Assessment Of The Quality Of Public Hospital Healthcare Services By Using SERVQUAL. Acta Clinica Croatica, 59(2), 285–292. Https://Doi.Org/10.20471/Acc.2020.59.02.12

DOI: https://doi.org/10.18860/mec-j.v10i2.41342

Refbacks

There are currently no refbacks.

Editorial Office:
Faculty of Economics,
State Islamic University of Maulana Malik Ibrahim Malang
Gajayana Street 50, Malang-East Java, Indonesia 65144
Phone (+62) 341 558881, Facsimile (+62) 341 558881
e-mail: mecjournal@uin-malang.ac.id

P-ISSN 2599-3402
E-ISSN 2598-9537