| dc.description.abstract | With the increase of patient demand and expectation toward health
services, health providers should improve the quality of health services. Klinik
Pratama Firdaus Yogyakarta is a health facility developed by Universitas
Muhammadiyah Yogyakarta (UMY), which serves patients using Badan
Penyelenggara Jaminan Sosial (BPJS) dan Dana Sehat Muhammadiyah (DSM)
insurance. This research aims to determine the differences of BPJS and DSM
patient satisfication on health service in Klinik Pratama Firdaus Yogyakarta.
This research is descriptive analytic with cross sectional approach.
Sample was collected by using purposive sampling method. Assessment of service
quality was examined by 5 dimensions, which is Tangible, Reliability,
Responsiveness, Assurance and Empathy. The number of sample was 100 patients
divided into two groups, BPJS and DSM which match the inclusion criteria.
Measurement of satisfaction used questionnaires and interviews. Final data was
analyzed by using Mann-Whitney test.
The results showed that 78.52% of DSM patients and 82.01% of BPJS
patients were satisfied with the health services in Klinik Pratama Firdaus
Yogyakarta. Based on the Mann-Whitney test, there were no differences in the
level of satisfaction between BPJS and DSM patients in the aspect of Tangible,
Reliability and Responsiveness (p>0,05), whereas in the aspect of assurance and
Empathy there were significant differences (p <0, 05). | en_US |
