RELATIONSHIP BETWEEN THE QUALITY OF HEALTH SERVICES AND THE LEVEL OF SATISFACTION OF BPJS PARTICIPANT PATIENTS IN THE BHAYANGKARA TK.III INDRAMAYU HOSPITAL INPATIENT ROOM IN 2025

Patient satisfaction is a condition where patient expectations are met through the
speed of response from staff and the provision of good quality service. It can be
concluded that to be able to provide a sense of satisfaction to patients, extra effort
is needed to make it happen. Quality of health services is a form of patient
assessment of the level of health services received and the expected level of service.
The aim of this research is to determine the relationship between the quality of
health services and the level of patient satisfaction of BPJS participants in the
inpatient ward of Bhayangkara TK.III Indramayu Hospital. This research uses the
Cross Sectional Study method. By using this sampling technique, accidental
sampling was used, totaling 160 respondents. The research instrument used a
questionnaire on the Quality of Health Services and Patient Satisfaction in the
Inpatient Room at Bhayangkara TK.III Indramayu Hospital. The research results
showed that service quality was poor and 50.6% were less satisfied with 61
respondents. Patients with good service quality and satisfaction were 30.6% with
41 respondents. The statistical test results show a p-value of 0.0001. This proves
that there is a relationship between the quality of health services and the level of
patient satisfaction in the inpatient room at Bhayangkara TK.III Indramayu
Hospital. It is hoped that the Bhayangkara TK.III Indramayu Hospital can further
improve the quality of service so that patient satisfaction of BPJS participants can
also increase, in order to maximize patient confidence in utilizing health services.
Keywords: Quality of Health Services, Patient Satisfaction, BPJS Inpatient
Care
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