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Research Paper | Management | Indonesia | Volume 6 Issue 10, October 2017 | Rating: 6.6 / 10

The Effect of Service Quality on BPJS Patient Satisfaction at Puskesmas Kelapa Gading

Hezron Lastogar Situmorang | Heny K Daryanto ^[2] | Trias Andati ^[5]

Abstract: Health is a basic need for people to have a good quality life, to be productive and in the end to be able to compete. The government has tried to create a prosperous social hold in the form of social insurance for health. The body of laws implementing the health insurance is the social security agency for health (BPJS Kesehatan). Organization public health services in Indonesia that the ground state held by public health centers. The result of this study was that the service quality affected satisfaction. It means that the increasing service quality will increase the satisfaction. The highest patient satisfaction indicator in this model was reflected from the ease of BPJS registration and from the service as expected. BPJS patient satisfaction level in all had Customer Satisfaction Index (CSI) of 83.22 %. This value means that those BPJS patients are considered very satisfied on serivice quality provided by the Puskesmas.

Keywords: Service quality, satisfaction, community health centre, partial least square PLS

Edition: Volume 6 Issue 10, October 2017,

Pages: 1678 - 1680