DESCRIPTION OF PATIENT SATISFACTION AMONG BPJS USERS IN THE OBSTETRIC INPATIENT ROOM 4 AT MITRA PLUMBON HOSPITAL CIREBON IN 2025

Patient satisfaction is an important indicator in assessing the quality of healthcare
services, especially for participants of the National Health Insurance (JKN) provided through
BPJS Kesehatan. With Indonesia’s population reaching 257.5 million and the BPJS participant
satisfaction rate at approximately 75%, evaluating satisfaction is crucial. This study aims to
describe the indicators of patient satisfaction among BPJS users in Obstetric Inpatient Room
4 at Mitra Plumbon Hospital Cirebon in 2025. This research employed a quantitative
descriptive method with a cross-sectional approach. The population consisted of all inpatients
in April 2025, totaling 300 individuals, with a sample of 75 respondents selected using
purposive sampling. The research instrument was a questionnaire, and the data were analyzed
univariately. The results showed that BPJS patient satisfaction across the five main indicators
was mostly at a moderate level: Tangible (physical evidence) 89.3%, Reliability 96.0%,
Responsiveness 78.7%, Assurance 86.7%, and Empathy 86.7%. The conclusion of this study is
that most patients felt moderately satisfied with the services provided in the obstetric ward. It
is recommended that the hospital improve service quality, particularly in the areas of
responsiveness and tangibles, to achieve a higher level of satisfaction.