differences in satisfaction levels of Jamkesmas participants and general patients

DIFFERENCES IN THE LEVELS OF PARTICIPANT PATIENT SATISFACTION JAMKESMAS
AND GENERAL PATIENTS IN THE OUTPATIENT INSTALLATION OF CILEGON-BANTEN HOSPITAL
 
 
Background: One indicator of the quality of hospital service quality is patient satisfaction. However, not all hospitals can fulfill it. Stories about poor service in hospitals are still often heard. Moreover, the attitude of the hospital seemed to discriminate between the services provided. For this reason, it must be proven whether or not there is a difference in the level of satisfaction between Jamkesmas patients and general patients in obtaining health services.
 
Research purposes: This study aims to determine the difference in the level of satisfaction between patients participating in Jamkesmas and general patients at the outpatient installation at RSUD Cilegon-Banten based on the dimensions of Tangibility, Reliability, Responsiveness, Assurance, Empathy and Accessibility.
Research methods: This type of research was analytic with a cross-sectional design, with a total sample of 364 respondents (182 Jamkesmas patient respondents and 182 general patient respondents). The sampling technique was nonprobability sampling with consecutive sampling type. The research tool is in the form of a questionnaire. The data obtained were analyzed using a statistical test method independent t-test two samples, aiming to determine differences in levels of satisfaction between
Jamkesmas patients and general patients on the quality dimensions of quality.
 
Research result: The mean/average value of general patient satisfaction is higher than that of Jamkesmas patients on the quality dimensions of Reliability (9,71 versus 8,91, p=0,003), Responsiveness (22,90 versus 20,46, p=0,000), Assurance (22,84 versus 21,22, p=0,000), Empathy (7,73 versus 7,00, p=0,000) and Accessibility (14.12 versus 13.20, p=0,002) while for the dimensions of tangible quality between General patients and Jamkesmas patients have almost the same mean (26,69).
Conclusion: There is a significant difference in the level of satisfaction between Jamkesmas patients and general patients on the quality dimensions of Reliability, Responsiveness, Assurance, Empathy, and Accessibility, where general patients have a better level of satisfaction than Jamkesmas patients. Whereas in the Tangibel quality dimension there is no significant difference in satisfaction levels between Jamkesmas patients and general patients.
 
Keywords : Satisfaction level, Jamkesmas patient, General patient.
 
 
Principal Advisor
dr. Sunarto, M. KES
 
 
Companion Advisor
dr. Point Kuntari, MPH