Journal of Hospital Administration and Management

KUALITAS PELAYANAN ADMINISTRASI PROGRAM JKN DI RUMAH SAKIT MILIK TNI: STUDI DI RS TNI AL DR. RAMELAN SURABAYA

2026-07-15T00:49:29+00:00

Kesehatan sebagai kebutuhan dasar setiap orang menyebabkan pemerintah sesuai pasal 28 H UUD 1945 memberikan jaminan akan pelayanan kesehatan seperti implementasi program Jaminan Kesehatan Nasional. Namun dalam pelaksanaan program tersebut masih terdapat kendala seperti terdapat perbedaan yang mencolok dalam kualitas layanan antara pasien umum dan pasien JKN. Hal ini menyebabkan perlu dilakuikanya analisis dan perbaikan pelayanan Program Jaminan Kesehatan Nasional untuk meningkatkan pelayanan kesehatan masyarakat. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan administrasi Jaminan Kesehatan Nasional (JKN), mengidentifikasi hambatan dan dukungan, serta merumuskan strategi peningkatan pelayanan di Rumkital Dr. Ramelan Surabaya. Metode yang digunakan adalah mixed methods, yaitu kombinasi pendekatan kuantitatif deskriptif dengan teknik Importance Performance Analysis (IPA) dan pendekatan kualitatif melalui wawancara mendalam. Instrumen penelitian berupa kuesioner kepada 100 responden serta wawancara dengan informan kunci dari pihak rumah sakit dan pasien JKN. Hasil penelitian menunjukkan bahwa kualitas pelayanan administrasi JKN di Rumkital Dr. Ramelan masih belum memenuhi kepuasan pasien, khususnya pada aspek responsiveness, tangible, assurance, dan empathy. Hambatan utama meliputi ketidaksesuaian standar waktu pelayanan, prosedur yang rumit, penampilan petugas yang kurang rapi, pencatatan keluhan yang tidak konsisten, dan rendahnya reputasi layanan administrasi. Namun demikian, terdapat faktor pendukung seperti kesiapan petugas, kecepatan pelayanan, sikap adil, serta kemampuan mengenali dan merespons keluhan pasien. Data kualitatif memperkuat temuan kuantitatif dengan menyoroti pengalaman pasien terkait waktu tunggu panjang, minimnya informasi prosedur, dan interaksi yang kurang empatik. Upaya perbaikan yang direkomendasikan adalah pelatihan pelayanan prima, evaluasi kinerja rutin, digitalisasi layanan administrasi, dan peningkatan sarana fisik. Penelitian ini menyimpulkan bahwa peningkatan kualitas pelayanan administrasi JKN memerlukan strategi terpadu yang menggabungkan aspek teknis, fungsional, serta pemahaman menyeluruh terhadap harapan pasien.

PATIENT SATISFACTION LEVEL TOWARDS THE QUALITY OF INPATIENT SERVICES AT H. ABDUL MANAP REGIONAL HOSPITAL, JAMBI CITY

2026-07-08T06:03:13+00:00

Patient satisfaction is an important indicator in assessing the quality of healthcare services provided by hospitals. This study aimed to determine the level of patient satisfaction with the quality of inpatient facility services at H. Abdul Manap Regional General Hospital, Jambi City, based on the five dimensions of Service Quality (SERVQUAL), namely tangibles, reliability, responsiveness, assurance, and empathy. This study employed a quantitative method with a descriptive research design. The study population consisted of 4,764 patients, with a sample of 98 respondents selected using an accidental sampling technique. Data were collected using a Likert-scale questionnaire and analyzed using descriptive statistics. The results showed that the overall mean score of patient satisfaction was 4.31, indicating a very satisfied category. Based on the SERVQUAL dimensions, the mean scores were 4.17 for tangibles (satisfied), 4.27 for reliability, 4.36 for responsiveness, 4.39 for assurance, and 4.36 for empathy (all categorized as very satisfied except tangibles). The assurance dimension achieved the highest mean score, while tangibles had the lowest. Overall, patients were very satisfied with the quality of inpatient facility services. Therefore, the hospital is expected to maintain its service quality while continuously improving its physical facilities to enhance patient satisfaction.

THE RELATIONSHIP BETWEEN THE QUALITY OF HEALTH SERVICES AND THE INTEREST IN REVISITING OUTPATIENTS AT THE PAKUAN BARU PUBLIC HEALTH CENTER IN JAMBI CITY

2026-07-05T00:02:50+00:00

Healthcare service quality is a key factor influencing patient satisfaction and their decision to revisit healthcare facilities. Fluctuations in outpatient revisit rates at the Pakuan Baru Community Health Center, Jambi City, indicate the need to evaluate the quality of healthcare services provided. This study aimed to analyze the relationship between healthcare service quality and outpatient revisit intention at the Pakuan Baru Community Health Center, Jambi City. A quantitative study with a correlational design was conducted involving 100 respondents selected through an incidental sampling technique. Data were collected using a structured questionnaire and analyzed using the Pearson Product Moment correlation test with a significance level of 5%. The results revealed a positive and statistically significant relationship between healthcare service quality and patients' revisit intention (r = 0.895; p < 0.001), indicating a very strong correlation. Analysis based on the SERVQUAL dimensions showed that all dimensions were significantly associated with revisit intention, with empathy (r = 0.893) and tangibles (r = 0.870) demonstrating the strongest correlations. These findings suggest that improving healthcare service quality, particularly in the dimensions of empathy, tangibles, assurance, reliability, and responsiveness, may enhance patients' intention to revisit healthcare services. Therefore, healthcare service quality plays a crucial role in fostering patient loyalty and promoting the sustainable utilization of healthcare services at the Pakuan Baru Community Health Center, Jambi City.