BPJS Patient's Perception of Service Quality at The Outpatient Department of Panembahan Senopati Bantul Public Hospital

Abstract

Background: Panembahan Senopati Hospital Bantul as a type B public hospital and a referral hospital for BPJS patients experienced a significant decrease in the number of outpatient visits in 2019. The perception of BPJS participant patients is a benchmark for evaluating the quality of the service that has been provided. This study aims to determine and analyze how is the BPJS patient’s perception of the outpatient department’s service quality using the SERVQUAL theory approach and the factors that influence these perceptions. Methods: This study employs a descriptive-analytic observational method with a cross-sectional design. The purposive sampling strategy was used to choose 217 BPJS patients who met the inclusion and exclusion criteria. A quantitative data type was used, including a Likert-choice questionnaire that was enhanced with essay questionnaire items. The Statistical Product and Service Solutions (SPSS) program version 26 was utilized to analyze the Likert data, and the NVivo12 plus application was used to analyze the essay questionnaire. Result: BPJS patients describe the service quality of the outpatient department at Panembahan Senopati Hospital Bantul as high in all facets of the SERVQUAL quality dimension, including Reliability, Responsiveness, Assurance, Tangibles, and Empathy. Education has a substantial impact on perceptions of Responsiveness (p-Value 0.045), Assurance (p-Value 0.022), and Tangibles (p-Value 0.003). Occupational characteristics have a substantial impact on perceptions of Tangibles (p-Value 0.004) and Total Variables dimensions (p-Value 0.043). Conclusion: The service quality in the outpatient department at Panembahan Senopati Hospital is in the high-quality category. Age and gender factors have no significant effect on service quality perceptions, however, education and occupation have a significant effect on the service quality perceptions.