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All Journal Medali Jurnal : Media Dental Intelektual ODONTO Dental Journal Jurnal Kesehatan Gigi Dentino: Jurnal Kedokteran Gigi Odonto dental journal MASHIJO: Medical Science and Hospital Journal Indonesian Journal of Dentistry Jurnal Pengabdian Masyarakat Dentmas Jurnal Pengabdian Masyarakat Kesehatan Gigi FOKGII
Erdianto Setya Wardhana
Universitas Islam Sultan Agung
Humanities Dentistry Education Health Professions Medicine & Pharmacology Nursing Public Health

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Journal : Indonesian Journal of Dentistry

 1 
PATIENT PERCEPTIONS OF SERVICE QUALITY IN THE DENTAL POLYCLINIC OF SUNAN KALIJAGA REGIONAL GENERAL HOSPITAL DEMAK: A STUDY ON BPJS AND NON-BPJS PATIENTS Erdianto Setya Wardhana; Nurul Laelatul Badriyah
Indonesian Journal of Dentistry Vol 3, No 2 (2023): August 2023
Publisher : Universitas Muhammadiyah Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26714/ijd.v3i2.12916

Abstract

Background: The Social Security Organizing Agency (BPJS) is an initiative by the government to improve the quality of healthcare services. However, in reality, the services provided to BPJS patients have not yet reached optimal standards. The objective of this research is to identify patients' perceptions regarding the quality of services between BPJS and non-BPJS patients in the dental clinic of Sunan Kalijaga Regional General Hospital (RSUD) in Demak.Method: This research was conducted at the Dental Clinic of Sunan Kalijaga Regional General Hospital (RSUD) in Demak in the year 2020, using an observational analytical approach based on a cross-sectional design. The sample was selected using the slovin technique, with a total of 78 respondents divided into two groups, namely 39 respondents who were BPJS participants and 39 other respondents who were not BPJS participants.Result: The research results showed differences in SERVQUAL service quality scores between patients who were participants of BPJS and those who were not BPJS participants. Based on the analysis of both groups across the dimensions, reliability had gap scores of -0.7 and -0.9, tangible evidence had gap scores of -0.5 and -0.6, responsiveness had gap scores of -0.9 and -1, assurance had gap scores of -0.4 and -0.4, and empathy had gap scores of -0.4 and -1.1. These scores obtained a significance value (p<0.05),Conclusion: There were significant differences in patient perceptions between the quality of patient services for BPJS participants and non-BPJS patients.
Co-Authors Adam Reza Pahlevi Annisa Meirani Hidayat Ari Hernawan Ari Hernawan Arina Manashika Aurellia Vinta Aryanti Bintoro Budi Suhartono Dessy Adhira Nur Safitri Dinda Nabila Sukma Eko Hadianto Erna Dwi Agustin Erna Dwi Agustin Erwid Fatchur Rahman Febia Astiawati Sugiarto Febia Astiawati Sugiarto Febia Astiawati Sugiarto Grahita Aditya hayyu bondan aurora Iqraini ` Balqis Kusuma Arbianti Kusuma Arbianti Lukito Edi Nugroho Lukito Edi Nugroho Maila Samicha Salwa Mohammad Yusuf Muhammad Husnun Niam Nabila Alifia Darmawan Nadya Restu Ryendra Nadya Restu Ryendra Nira Ardlina Nurul Laelatul Badriyah Rizal Saeful Drajat Rochman Mujayanto Sabina Ayu Putri Saraswathi Sandy Christiono Suryono Suryono Suryono Suryono Syadza Bethari Pragola Tahta Danifatis Sunnah Tahta Danifatis Sunnah Yayun Siti Rochmah