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Analisis Kepuasan Pasien Rsud Pondok Aren Terhadap Layanan Bpjs Rawat Jalan Menggunakan Metode Analytical Hierarchy Process (ahp)

Year: 2025

Type: article

Abstract: RSUD Pondok Aren faces challenges in outpatient services as the number of BPJS participants continues to grow, particularly regarding waiting time and perceived service quality. This study aims to evaluate patient satisfaction with BPJS outpatient services using the Analytical Hierarchy Process (AHP). Five key criteria were assessed: registration waiting time, examination waiting time, medication pickup time, service quality, and facility availability. Data were collected from 36 respondents, comprising medical/non-medical staff and both BPJS and non-BPJS patients. The analysis identified service quality as the most dominant criterion (weight: 0.341), followed by facility availability (0.222). The priority synthesis revealed that non-BPJS patients had a higher satisfaction score (0.69392) than BPJS patients (0.30598), indicating a service perception gap. A consistency ratio (CR) of 0.034 confirms the logical validity of respondent judgments. This study provides strategic recommendations to improve BPJS outpatient service quality based on multistakeholder preferences.

Source: INFOTECH journal

DOI: 10.31949/infotech.v11i2.15062

Authors: Cendrawasih, Reva Nugraha Fadhillah, Kiki Rieswanto, Sulistiyah, Adhy Purnawan

Institution: Universitas Bina Sarana Informatika

Language: English

Topic: Healthcare Quality and Satisfaction

Subfield: General Health Professions

Field: Health Professions

Domain: Health Sciences

SDG: Good health and well-being

Open Access status: hybrid

OpenAlex ID: W4414091239

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