The Relationship Between Demographic Factors and Outpatient BPJS Patient Satisfaction Regarding Pharmaceutical Services at RSIA X, Bekasi City
Keywords:
Satisfaction , Patient , Pharmacy , Hospital, Demographics, RelationshipAbstract
Patient satisfaction is a fundamental goal in healthcare services, serving as a benchmark for improving future hospital service quality. The presence of health insurance, such as BPJS (Social Security Administering Body), plays a crucial role in achieving patient satisfaction. RSIA X Bekasi City is a vital healthcare referral facility for BPJS participants in the Bekasi area. The high number of outpatient BPJS visits (12,730 patients in 2023) demands optimal pharmaceutical services to ensure the satisfaction of BPJS patients. This study aims to analyze the relationship between demographic factors (age, last education, and gender) and the level of BPJS outpatient satisfaction with pharmaceutical services at RSIA X Bekasi City, measured across five dimensions of service quality: physical evidence, reliability, responsiveness, assurance, and empathy. The research method used is quantitative descriptive with an analytical survey approach. The study sample consisted of 271 patients, obtained through a random sampling method calculated using the Slovin formula from a total average population of 842 BPJS outpatients from December 2023 to January 2024. Data were collected through validated questionnaires and analyzed using descriptive statistics (frequency distribution and percentages) and inferential statistics (Chi-square test) to identify the relationship between demographic variables and patient satisfaction. The results indicate that the majority of patients expressed overall satisfaction with pharmaceutical services (59%). Respondents' assessment of the physical evidence dimension was mostly satisfied (51%). For the reliability dimension, most were satisfied (46%). In the responsiveness dimension, most were satisfied (52%). The assessment of the assurance dimension was most satisfied (53%). For the empathy dimension, most were satisfied (52%). Based on the Chi-square test, no significant relationship was found between demographic factors (age, gender, and last education) and overall BPJS outpatient satisfaction with pharmaceutical services at RSIA X Bekasi City (p-value > 0.05 for all three factors). In conclusion, from the five dimensions, the majority of patients are satisfied with the pharmaceutical services at RSIA X Bekasi City, with a satisfaction percentage of 59%.
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