Perbedaan Tingkat Kepuasan Pasien BPJS Dan Non BPJS Terhadap Mutu Pelayanan Di Ruang Rawat Inap RSUD Kota Kendari
Quality or service quality becomes an important element in health services that can provide satisfaction to patients as users of health services Complaints from patients or their families is one of the quality indicators related to patient satisfaction. By knowing the level of patient satisfaction the hospital management can improve the quality of service. This study aims to determine differences in the level of patient satisfaction of BPJS and Non BPJS on the quality of services in the inpatient room at the Kendari City Hospital in 2019.This type of research is quantitative with a comparative research design. The study was conducted on 12 August - 3 September 2019. The population in this study was the total number of BPJS and Non BPJS patients treated in the inpatient rooms of Kendari City Hospital in April 2019 amounting to 910 patients . A total of 88 samples consisted of 44 BPJS patients and 44 non BPJS patients taken by quota sampling technique. The results showed that the majority of BPJS stated that the quality of services both in tangible dimensions, reliability, responsiveness, assurances, empathy and feeling satisfied were 18 people (40.9%), 20 people (45.5%), 17 people (38.6%), 19 people (43.2%) and 18 people (40.9%). Most of the non BPJS stated that the quality of service both in tangible dimensions, reliability, responsiveness, assurances, empathy and satisfaction were 19 people (43.2%), reliability dimension 21 people (47.7%), responsiveness dimension 20 people (45.5%), assurances dimensions 20 people (45.5%) and empathy dimensions 18 people (40.9%). There is a difference in the level of satisfaction of BPJS and Non BPJS patients with service quality with p value of service quality tangible dimensions = 0.001, reliability = 0.001, responsiveness = 0.001, assurances = 0,000 and empathy = 0.001, which shows p value is smaller than α = 0.05. Suggestions to the Kendari City Hospital to always improve services to inpatients without differentiating BPJS or Non BPJS status.