Analisis Kepuasan Pasien Terhadap Pelayanan Mobile JKN di Rumah Sakit Delia Kabupaten Langkat

Abstract

Service quality is the level of service excellence provided by an institution to users or customers. Based on the initial survey, it was found that the Mobile JKN application was not optimal because users were often asked to update the system before use, but after the update still experienced login problems and failed to make transactions. This study aims to analyze patient satisfaction with Mobile JKN services at Delia Hospital, Langkat Regency. The type of research used is quantitative with a cross-sectional design. The population amounted to 2,920 respondents, with a sample of 97 respondents taken using accidental sampling techniques. Data analysis was performed through chi-square test for bivariate relationships and logistic regression for multivariate analysis at a 95% confidence level (? = 0.05). The results showed that the five dimensions of service quality, physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy) have a significant effect on patient satisfaction. Among these factors, assurance is the most dominant variable in determining the satisfaction of Mobile JKN application users. Therefore, it is recommended that hospitals and BPJS increase socialization and provide guides or brochures so that the public better understands how to use the application effectively and easily accessible.