Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien BPJS di Poli Umum Puskesmas Simomulyo Surabaya
DOI:
https://doi.org/10.55606/jikki.v6i2.10304Keywords:
Donabedien, Patient Satisfaction, Process, Service Quality, StructureAbstract
Service quality is an important factor in health service delivery because it affects patient satisfaction. BPJS patient satisfaction is an indicator of the success of Puskesmas services and reflects service quality, particularly in terms of structure and process. In general, this study aims to analyze the effect of service quality on BPJS patient satisfaction at the Simomulyo Surabaya Puskesmas General Clinic. More specifically, this study aims to identify service quality based on the dimensions of structure and process, measure the level of BPJS patient satisfaction, and analyze the influence of each dimension of service quality on patient satisfaction. This study used a quantitative observational design with a cross-sectional approach. The population consists of all BPJS patients at the Simomulyo Surabaya Community Health Center General Clinic in 2025, totaling 4,412 patients. The sample consisted of 98 respondents calculated using the Slovin formula with simple random sampling technique. Data were collected using a service quality and patient satisfaction questionnaire based on Donabedian's theory, and data analysis was performed using simple linear regression tests. Service quality was rated as good, with an average score of 3.49 for both the structure and process dimensions. BPJS patient satisfaction was also rated as good, with an average score of 3.42. There is a significant influence between the structure dimension and patient satisfaction (p-value 0.000 < 0.05) and the process dimension and patient satisfaction (p-value 0.000 < 0.05). Service quality has a significant effect on BPJS patient satisfaction at the Simomulyo Surabaya Community Health Center General Clinic. Further research is recommended to examine other dimensions of service quality, and the Community Health Center is expected to improve service quality to increase BPJS patient satisfaction.
References
Anggreyni, O., Gustina, E., & Zaman, C. (2024). Analisis kepuasan pasien pada pelayanan kesehatan. Babul Ilmi: Jurnal Ilmiah Multi Science Kesehatan, 16(2), 44–57. https://doi.org/10.36729/bi.v16i2.1269
Azwar, S. (2018). Penyusunan skala psikologi (Edisi ke-2). Pustaka Pelajar.
Dinanty, D. D. (2024). Kualitas pelayanan publik di pusat kesehatan masyarakat (Puskesmas) Keputih Kecamatan Sukolilo Kota Surabaya [Skripsi, Universitas Pembangunan Nasional “Veteran” Jawa Timur]. Repository UPN Veteran Jawa Timur. https://repository.upnjatim.ac.id
Donabedian, A. (1968). Promoting quality through evaluating the process of patient care. Medical Care, 6(3), 181–202. https://doi.org/10.1097/00005650-196805000-00001
Faridah, I., Afiyanti, Y., & Basri, M. H. (2020). Faktor-faktor yang mempengaruhi kualitas pelayanan terhadap kepuasan pasien di Puskesmas Periuk Jaya tahun 2020. Jurnal Kesehatan, 9(2), 86–98.
Hermansyah, H., Yuliaty, F., & Nugroho, T. (2025). Pengaruh kualitas pelayanan dan kebijakan harga terhadap kepuasan pasien di Klinik Kimia Farma Batam. RIGGS: Journal of Artificial Intelligence and Digital Business, 4(3), 1063–1067. https://doi.org/10.31004/riggs.v4i3.2096
Hidayatullah, D. S. (2024). Pengaruh kualitas pelayanan terhadap kepuasan pasien BPJS rawat jalan di Puskesmas Panarukan. Health & Medical Sciences, 2(1), 14–24. https://doi.org/10.47134/phms.v1i2.42
Laporan Survei Kepuasan Masyarakat. (2023). Laporan survei kepuasan masyarakat Kota Surabaya tahun 2023. Noer Oemarijati.
Nababan, M. C., Listiawaty, R., & Berliana, N. (2020). Analisis kualitas pelayanan terhadap kepuasan pasien di Puskesmas X Kota Jambi. Jurnal Kesmas Jambi, 4(2), 6–16. https://doi.org/10.22437/jkmj.v4i2.10565
Ningsih, S. M., Haeeruddin, & Multazam, A. (2023). Pengaruh kualitas pelayanan kesehatan terhadap kepuasan pasien rawat jalan peserta BPJS di Puskesmas Antang Perumnas Kota Makassar. Window of Public Health Journal, 4(6), 1085–1093. https://doi.org/10.33096/woph.v4i6.455
Notoatmodjo, S. (2018). Promosi kesehatan: Teori dan aplikasi. Rineka Cipta.
Peraturan Menteri Kesehatan Republik Indonesia Nomor 28 Tahun 2014 tentang Pedoman Pelaksanaan Program Jaminan Kesehatan Nasional.
Peraturan Menteri Kesehatan Republik Indonesia Nomor 75 Tahun 2014 tentang Pusat Kesehatan Masyarakat.
Prijaryanti, D., Kadarisman, S., Rahmiyati, A. L., Yuliaty, F., & Paramarta, V. (2025). Pengaruh waktu tunggu, disiplin kerja, dan kualitas pelayanan terhadap kepuasan pasien di instalasi gigi dan mulut RSUD Dr. Iskak Tulungagung. Inovasi Pembangunan: Jurnal Kelitbangan, 13(1), 25–37. https://doi.org/10.35450/jip.v13i1.937
Purba, F. S., Wijaya, A. A., Purba, M. R., Siregar, F. A., Andina, A., & Agustina, D. (2024). Analisis ketersediaan fasilitas dan kualitas pelayanan terhadap kepuasan pasien di Puskesmas Johor. Jurnal Kolaboratif Sains, 7(7), 2275–2282.
Purnama, E., & Yuliaty, F. (2025). Studi literatur: Faktor kualitas pelayanan terhadap loyalitas pasien di rumah sakit Indonesia. Akademik: Jurnal Mahasiswa Ekonomi & Bisnis, 5(1), 50–60. https://doi.org/10.37481/jmeb.v5i1.1112
Putri, U. A., Diana, D., & Bazarah, J. (2022). Efektivitas pelayanan preventif dan rehabilitatif pada BPJS Kesehatan terhadap masyarakat. Psikoborneo: Jurnal Ilmiah Psikologi, 10(2), 384–394. https://doi.org/10.30872/psikoborneo.v10i2.8112
Rahman, R. (2025). Aksesibilitas, ketersediaan tenaga kerja, dan ketersediaan fasilitas pemanfaatan pelayanan kesehatan Puskesmas di wilayah pesisir: Literature review. Jurnal Kendari Kesehatan Masyarakat, 4(3), 136–152.
Rahmaningtyas, R. I., & Supriyanto, S. (2019). Pengaruh mutu layanan terhadap kepuasan di poliklinik hamil instalasi rawat jalan Rumah Sakit Umum Haji Surabaya. The Indonesian Journal of Public Health, 14(1), 80–92. https://doi.org/10.20473/ijph.v14i1.2019.80-92
Runggandini, S. A. (2024). Pengaruh mutu pelayanan di fasilitas kesehatan (rumah sakit dan puskesmas) dan pengaruhnya terhadap kepuasan pasien rawat jalan: Literature review. Innovative: Journal of Social Science Research, 4(4), 2611–2620.
Satriandi, A., & Azizah, S. (2024). Pengaruh kualitas pelayanan terhadap kepuasan pasien: Studi pada pasien poli gigi Puskesmas Cipanas Garut. PRISMAKOM, 24(1), 25–32.
Sugiyono. (2019). Metode penelitian kuantitatif, kualitatif, dan R&D (Edisi ke-2). Alfabeta.
Undang-Undang Republik Indonesia Nomor 24 Tahun 2011 tentang Badan Penyelenggara Jaminan Sosial.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Jurnal Ilmu Kedokteran dan Kesehatan Indonesia
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
_001.jpg)
