Menilai Tingkat Kualitas Pelayanan Berdasarkan Kepuasan Pasien Pengguna BPJS pada Puskesmas Jatiroto


  • Pebriya Dita STIE Widya Gama Lumajang
  • Riza Bahtiar Sulistyan STIE Widya Gama Lumajang
  • Kasno Kasno STIE Widya Gama Lumajang


Services Quality, Patient Satisfaction


Health centers as one of the public health service facilities are given on the overall and integrated services to the community in the area of his work in the form of principal actjivities. The function of Clinics is as central to the development of public health and fostering the role of the community in the area of work in order to live a healthy life. This research is to empirically test tangible, reliability, responsiveness, assurance, and empathy in increasing patient satisfaction. As many as 60 patients at the Jatiroto Public Health Center, Lumajang, East Java, Indonesia were willing to become participants. The approach used is multiple linear regression analysis. The results of the study found that only tangible had a significant effect on patient satisfaction. Whereas reliability, responsiveness, assurance, and empathy do not have a significant impact on patient satisfaction. So, in improving services there needs to be an increase in tangible which will later contribute to efforts to improve patient satisfaction. But it does not rule out the possibility that this will be done by developing other aspects related to reliability, responsiveness, assurance, and empathy.