Satisfaction of Outpatient Services at Sarkies Asyiyah Hospital Kudus Regarding the Frequency of BPJS PRB

Authors

  • Zunia Khairunnisa Universitas Muhammadiyah Kudus
  • Yayuk Mundriyastutik Universitas Muhammadiyah Kudus
  • Findasari Universitas Muhammadiyah Kudus

DOI:

https://doi.org/10.47134/inhis.v5i1.144

Keywords:

Patient Satisfication, Output Patient, Referal program

Abstract

Background: The BPJS Referral Program (PRB) is intended for patients with stable chronic diseases who require long-term care at FKTP. The frequency of PRB is influenced by patient satisfaction with the referral hospital's services. Objective: to analyze the effect of satisfaction with outpatient services at Sarkies Asyiyah Kudus Hospital on the frequency of BPJS PRB utilization. Method: A correlational analytical study with a quantitative approach was conducted on 30 outpatient respondents participating in BPJS at Sarkies Aisyiyah Kudus Hospital who were selected by Quota Sampling from 14 polyclinics. The research instrument was a patient satisfaction questionnaire based on five dimensions of SERVQUAL (Tangible, Reliability, Responsiveness, Assurance, Empathy). Data analysis used descriptive statistics, the Shapiro-Wilk normality test, Spearman correlation, and ordinal logistic regression. Results: All service quality dimensions are in the good–very good category. Spearman's test showed a significant positive relationship between patient satisfaction and the frequency of reverse referrals (p < 0.01) with the largest contribution being Tangible (ρ = 0.884). Ordinal logistic regression produced a Nagelkerke R-Square of 0.97, confirming that satisfaction explains 97% of the variation in reverse referrals. The Tangible dimension has a significant effect (p = 0.026), while the other dimensions are not significant. Conclusion: Outpatient satisfaction influences the frequency of BPJS PRB with the Tangible dimension as the dominant factor. Improvement of physical facilities and service comfort needs to be prioritized to support the effectiveness of the referral system.

References

Anggraeni, D. A., & Adriansyah, A. A. (2022). Analisis Pengaruh Pelayanan Puskesmas Terhadap Kepuasan Pasien BPJS. Jurnal Ilmu Kesehatan, 6(1), 1–6. https://doi.org/10.33757/jik.v6i1.467.g205 6

Bangun, K. (2023). PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN PENGGUNA BPJS PADA RUMAH SAKIT UMUM MITRA MEDIKA AMPLAS MEDAN. JURNAL MANAJEMAN DAN BISNIS (JMB), 23(1), 272–284. https://doi.org/10.54367

Cahyadi. (2022). Pengaruh Kualitas Produk Dan Harga Terhadap Keputusan Pembelian Baja Ringan Di Pt Arthanindo Cemerlang Cahyadi. EMABI : EKONOMI DAN MANAJEMEN BISNIS, 1(1), 60–73.

Dinesan, P., Marwah, S., & Pandurangan, H. (2025). Enhancing Maternal Care: Exploring the Psychometric Properties of Antenatal Care Satisfaction Instrument. Malaysian Journal of Nursing, 16(3), 12–25. https://doi.org/10.31674/mjn.2025.v16i03.002

Faiz, M. N., Ritonga, F. R., Anjaini, N., Sukma, A., Sembiring, A. S. P., Adelia, N., & Agustina, D. (2025). Kajian Literatur : Faktor-Faktor yang Mempengaruhi Mutu Layanan Kesehatan di Rumah Sakit. Jurnal Kolaboratif Sains, 8(5), 2212–2217. https://doi.org/10.56338/jks.v8i5.7453

Golahi, G., Mulyadi, E., Suwigyoputro,Stevano Giovani, Handoko, & Erilis. (2025). BARAT, PENGARUH LIMA DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN PASIEN DI KLINIK GIGI X DI JAKARTA. Jurnal Ilmiah Indonesia, 10(2), 1226–1237.

Gulliford, M., Figueroa-Munoz, J., Morgan, M., Hughes, D., Gibson, B., Beech, R., & Hudson, M. (2002). What does “access to health care” mean? Journal of Health Services Research and Policy, 7(3), 186–188. https://doi.org/10.1258/135581902760082517

Kapiriri, L., Baltussen, R., & Oortwijn, W. (2020). Implementing evidence-informed deliberative processes in health technology assessment: a low income country perspective. International Journal of Technology Assessment in Health Care, 36(1), 29–33. https://doi.org/10.1017/S0266462319003398

Larasati, D., & Nurmawaty, D. (2022). ANALISIS WAKTU TUNGGU PELAYANAN RESEP NON RACIKAN PASIEN PROGRAM RUJUK BALIK ( PRB ) BPJS KESEHATAN DI APOTEK KIMIA FARMA KARANG TENGAH TAHUN 2021. 1(3), 1–11. https://doi.org/https://doi.org/10.56127/jukeke.v1i3.271

Nelvidawati, & Kasman, M. (2023). Penggunaan Korelasi Spearman Untuk Menguji Hubungan Suhu Dan Besarnya Curah Hujan Bulanan di Kota Padang. Jurnal Daur Lingkungan, 6(1), 34–39. https://doi.org/10.33087/daurling.v6i1.181

Nisa, Q., & Hartono. (2024). Tingkat Kepuasan Pasien BPJS Rujuk Balik pada Pelayanan Kefarmasian di Apotek Kimia Farma Slamet Riyadi Sukoharjo. IJMS – Indonesian Journal on Medical Science, 11(2), 134–140. https://doi.org/https://doi.org/10.70050/ijms.v11i2.490 Abstract:

Nissa, T., Susanti, D. S., & Ningsih, S. (2024). ANALISIS REGRESI LOGISTIK ORDINAL UNTUK MEMODELKAN TINGKAT.KEPARAHAN.PENYAKIT HIV/AIDS.DI RUMAH SAKIT DAERAH IDAMAN BANJARBARU. RAGAM : Journal of Statistics and Its Application, 03(01), 56–68.

Nurfauziyah. (2023). APLIKASI ORDINAL LOGISTIC REGRESSION MODEL DALAM MENGANALISIS PENGARUH PENGGUNAAN INPUT TERHADAP PRODUKSI KENTANG. Hasanudin Makasar.

O’Rourke, B., Oortwijn, W., & Schuller, T. (2020). The new definition of health technology assessment: A milestone in international collaboration. International Journal of Technology Assessment in Health Care, 36(3), 187–190. https://doi.org/10.1017/S0266462320000215

Orvanita, Fathurahman, M., & Darnah. (2023). Regresi Logistik Ordinal untuk Memodelkan Predikat Lulusan Perguran Tinggi. Jurnal Statiska Dan Aplikasinya, 7(2), 116–128. https://doi.org/10.21009/JSA.072

UNDANG-UNDANG REPUBLIK INDONESIA NOMOR 17 TAHUN 2023 TENTANG KESEHATAN, (2023). https://doi.org/https://drive.google.com/file/d/1uTRWfIu05YUZJIL-BrI-JJt9RctBLz26/view?usp=drive_link

Rosidah, Harokan, A., Priyatno, A. D., & Wahyudi, A. (2024). Analisis Mutu Pelayanan Terhadap Kepuasan Pasien Rawat Inap Rumah Sakit Umum Daerah Tahun 2024. Cendekia Medika: Jurnal Stikes Al-Ma`arif Baturaja, 9(1), 135–144. https://doi.org/10.52235/cendekiamedika.v9i1.350

Runggandini, S. A. (2024). Pengaruh Mutu Pelayanan di Fasilitas Kesehatan ( Rumah Sakit dan Puskesmas ) dan Pengaruhnya Terhadap Kepuasan Pasien Rawat Jalan : Literature Review. Journal Of Social Science Research, 4(4), 2611–2620. https://doi.org/https://doi.org/10.31004/innovative.v4i4.13342

Sari, L. P., Rahayu, D., Putri, D. U. P., Karyus, A., & Budiati, E. (2024). Faktor-Faktor yang Berhubungan dengan Program Rujuk Balik ( PRB ) Pasien Hipertensi. An Idea Health Journal, 4(01), 7–12. https://doi.org/https://doi.org/10.53690/ihj.v4i01.135

Subiyantoro, A. (2023). Pengaruh Pelayanan Prima Dan Dukungan Top Manajemen Terhadap Kepuasan Pasien Di Rsia Aisyiyah Klaten Jawa Tengah. Economic And Business Management Journal (EBMJ), 2(2), 245–257.

Suprihathin, A. sari. (2023). ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN KEFARMASIAN DI PUSKESMAS MALAWILI KABUPATEN SORONG. Universitas Pendidikan Muhammadiyah Sorong.

Suryadi, & Rachmiana, A. (2024). Pengaruh mutu pelayanan terhadap kepuasan pasien di Puskesmas Terakreditasi dan bersertifikat ISO di Kota Banda Aceh. Clinical Dental Journal) UGM, 10(3), 82–90. https://doi.org/http://doi.org/10.22146/mkgk.103521 ARTIKEL

Yakob, A., Kusumawati, Y., Alfiyani, L., Muliyono, D., Rahayu, B. U., Untari, I., Hamranani, S. S. T., & Umam, D. N. (2024). Hubungan Mutu Pelayanan dengan Kepuasan Pasien Rawat Jalan di Rumah Sakit Paru Manguharjo Madiun Tahun 2023. JURNAL Keilmuan Dan Keislaman, 3(1), 45–58. https://doi.org/10.23917/jkk.v3i1.49

Downloads

Published

2025-12-29

How to Cite

Khairunnisa, Z., Mundriyastutik, Y., & Findasari. (2025). Satisfaction of Outpatient Services at Sarkies Asyiyah Hospital Kudus Regarding the Frequency of BPJS PRB. Indonesian Health Issue, 5(1), 26–37. https://doi.org/10.47134/inhis.v5i1.144

Issue

Vol. 5 No. 1 (2026): FEBRUARY

Section

Articles

License

Copyright (c) 2025 Indonesian Health Issue

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.