Authors : Romliyadi

Volume/Issue : Volume 10 - 2025, Issue 12 - December

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DOI : https://doi.org/10.38124/ijisrt/25dec394

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Abstract : Background: Healthcare is a crucial sector for all members of society. Good service quality will impact patient satisfaction. Monitoring patient satisfaction in the healthcare context is crucial because it reflects the standard of care at a healthcare facility. Understanding patient satisfaction levels is valuable for relevant institutions in assessing ongoing programs and identifying areas for improvement Objective: To determine the factors of service quality with patient satisfaction of BPJS health users. Method: This study is a quantitative analytical approach with a cross-sectional research design that aims to identify the relationship between patient characteristics and service quality to patient satisfaction. By involving 58 respondents as a sample, the data collection method was through a questionnaire. Data management used SPSS for univariate and bivariate analysis with a research period of September-December 2025.. Results: The results of the frequency distribution regarding patient satisfaction with services from 58 respondents showed that 72.4% were female, 60.3% were in the young age group, 65.5% rated the quality of service as good, 65.5% were satisfied, and there was a relationship between service quality and patient satisfaction (P Value 0.001). Suggestion: After conducting the research and obtaining the results, it is hoped that health officers/workers can improve their responsiveness, namely the ability of officers to provide services quickly and agilely to patient needs. In addition, it is recommended to provide communication training and superior service for health officers, strengthen the service monitoring system, and add officers during peak hours so that services become faster, friendlier, and more responsive to patient needs.

Keywords : Service Quality, Patient Satisfaction, BPJS Health.

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