Analysis of Factors Affecting the Quality of Service Toward Inpatient Patient Satisfaction BPJS DIRSU Bandung
Bella Lucinta Rillova Arif Lubis1, Rapael Ginting2, Crismis Novalinda3, Ermi Girsang4 

1Bella Lucinta Rillova Arif Lubis*, Student of Master of Public Health at Prima Indonesia University.
2Rapael Ginting, Lecturer of Master of Public Health at Prima Indonesia University, Indonesia.
3Crismis Novalinda, Lecturer of Master of Public Health at Prima Indonesia University, Indonesia.
4Ermi Girsang, Lecturer of Master of Public Health at Prima Indonesia University, Indonesia.
Manuscript received on January 04, 2021. | Revised Manuscript received on January 09, 2021. | Manuscript published on January 15, 2021. | PP: 14-17 | Volume-5 Issue-5, January 2021. | Retrieval Number: 100.1/ijmh.E1217015521 | DOI: 10.35940/ijmh.E1217.015521
Open Access | Ethics and Policies | Cite | Mendeley
© The Authors. Published By: Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC BY-NC-ND license (

Abstract: Quality problems arise when there is a gap between the services provided and the expectations that the patient wants. In general, patients who feel dissatisfied with the service file complaints to the hospital, the complaints most often heard in hospitals are about uncertain doctor visit schedules, lack of responsiveness medical personnel in the hospital, lack of empathy, and uncomfortable waiting rooms. This study aims to determine the effect of service quality which includes reliability, responsiveness, assurance, empathy, facilities, and infrastructure on BPJS patient satisfaction in Bandung general hospital. This type of research is cross-sectional. The sample of this study was all BPJS patient who was hospitalized in class 1,2, and 3 rooms at the Bandung general hospital, totalling 60 people with a purposive sampling method with data analysis techniques using multiple linear regression. The results of this study indicate that the variable reliability (p=0.007) has a statistically significant relationship to the satisfaction of BPJS inpatients at the Bandung general hospital, while the responsiveness variable (p=0.125), the empathy variable (p=0.067) and the infrastructure and facilities variable (p=0.235) does not have a significant relationship with the satisfaction of BPJS participants at RSU Bandung.
Keywords: Factors affecting, service, patient, BPJS, DIRSU.