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An Analysis of Economic Differences and Service Quality on Patient Satisfaction: A Case Study of BPJS and Non-BPJS Patients at Tawangmangu Public Health

Year: 2025

Type: article

Abstract: This study aims to analyze the differences in patient satisfaction levels among BPJS PBI, BPJS Non-PBI, and Non-BPJS groups, as well as to examine the influence of economic factors and service quality on patient satisfaction at the Tawangmangu Public Health Center. This research employs a quantitative approach, using data collection techniques through questionnaires distributed to 130 respondents selected via purposive sampling based on specific criteria. The results show that economic factors have a significant effect on patient satisfaction. Additionally, all dimensions of service quality (reliability, responsiveness, assurance, tangible evidence, and empathy) also significantly influence patient satisfaction. ANOVA analysis reveals a significant difference in satisfaction levels among the patient groups, with BPJS PBI and BPJS Non-PBI patients reporting higher satisfaction levels compared to Non-BPJS patients.

Source: International Journal Business Management and Innovation Review

DOI: 10.62951/ijbmir.v2i2.138

Authors: Agustin Dian Pertiwi, Susilaningtyas Budiana Kurniawati, Supartini Supartini

Institution: Universitas Tunas Pembangunan

Language: English

Topic: Healthcare Quality and Satisfaction

Subfield: General Health Professions

Field: Health Professions

Domain: Health Sciences

SDGs: Good health and well-being, Reduced inequalities

Open Access status: hybrid

OpenAlex ID: W4410105080

FWCI:

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Related to: 10