Analysis of Factors Related to BPJS Patient Satisfaction at Kabawo Community Health Center, Muna Regency, Southeast Sulawesi Province

Marliana Marliana; Christian Bertom Pajung; Jilly Toar; Prycilia Pingkan  Mamuaja; Fentje Langitan; Djajty M. Lolowang

doi:10.31004/riggs.v4i4.4166

Authors

Marliana Marliana Manado State University
Christian Bertom Pajung Manado State University
Jilly Toar Manado State University
Prycilia Pingkan Mamuaja Manado State University
Fentje Langitan Manado State University
Djajty M. Lolowang marlyanna601@gmail.com

DOI:

https://doi.org/10.31004/riggs.v4i4.4166

Keywords:

Patient Satisfaction, Patient Characteristics, BPJS

Abstract

Health is a fundamental human right as mandated by the 1945 Constitution and Law Number 17 of 2023, which affirms that the state is responsible for providing proper healthcare services. To achieve this, the government established BPJS Health as the implementing body of the National Health Insurance (JKN) system, aiming to ensure equitable and high-quality healthcare services for all Indonesian citizens. The success of a health insurance program is not only assessed by service accessibility but also by the level of patient satisfaction with the quality of care received. This study aims to identify the factors associated with the satisfaction of BPJS patients at Kabawo Community Health Center, Muna Regency, Southeast Sulawesi Province. The research employed a quantitative analytic design with a cross-sectional approach. The study population included all BPJS participants visiting the Kabawo Health Center, with a sample of 100 respondents selected using simple random sampling. The results showed a significant relationship between age (p = 0.031), sex (p = 0.043), occupation (p = 0.018), membership status (p = 0.003), and membership duration (p = 0.000) with BPJS patient satisfaction. Meanwhile, education (p = 0.156) was not significantly associated with patient satisfaction. These findings indicate that certain characteristics may influence patients’ perceptions of service quality at primary healthcare facilities.

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