Kualitas Pelayanan Gigi dan Mulut terhadap Kepuasan Pasien BPJS Rawat Jalan: Studi Cross-Sectional dengan Pendekatan SERVQUAL di Rumah Sakit Islam Jakarta Pondok Kopi
Keywords:
Pelayanan gigi dan mulut, kepuasan pasien, mutu pelayanan, SERVQUAL, cross-sectional study
Abstract
Kepuasan pasien merupakan indikator utama mutu pelayanan kesehatan, termasuk layanan gigi dan mulut bagi peserta BPJS. Tingginya pemanfaatan layanan di Rumah Sakit Islam Jakarta Pondok Kopi menuntut evaluasi kualitas pelayanan. Penelitian ini bertujuan menganalisis kualitas pelayanan dan kepuasan pasien BPJS rawat jalan menggunakan pendekatan SERVQUAL. Studi kuantitatif analitik dengan desain cross-sectional dilakukan pada Januari–April 2024 dengan 200 responden yang dipilih secara accidental sampling. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan uji chi-square, Odds Ratio (OR), dan 95% Confidence Interval (CI). Hasil menunjukkan bahwa seluruh dimensi SERVQUAL dinilai baik, yaitu tangible (62,5%), reliability (62,5%), responsiveness (61,5%), assurance (61,0%), dan empathy (60,5%). Namun, tingkat kepuasan pasien masih belum optimal dengan proporsi hampir seimbang antara puas (50,5%) dan kurang puas (49,5%). Tidak terdapat hubungan signifikan antara karakteristik demografis dengan kepuasan pasien. Disimpulkan bahwa mutu pelayanan telah baik, tetapi belum sepenuhnya diikuti oleh kepuasan pasien. Oleh karena itu, peningkatan perlu difokuskan pada aspek responsiveness, assurance, empathy, komunikasi, dan konsistensi pelayanan untuk memperkuat kepuasan pasien dalam sistem layanan BPJS.
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Vanesa, D., Firman, & Mesta, H. A. (2020). Analisis peningkatan kualitas pelayanan pasien menggunakan metode SERVQUAL dan Importance Performance Analysis (IPA). Jurnal Kajian Manajemen dan Wirausaha, 2(1), 28–35.
World Health Organization. (2022). Global oral health status report: Towards universal health coverage for oral health by 2030. World Health Organization.
Yong, A. J., Mohamad, N., Saddki, N., Ahmad, W. M. A. W., & Alam, M. K. (2021). Patient satisfaction towards dentist-patient interaction among patients attending outpatient dental clinic Hospital Universiti Sains Malaysia. Pesquisa Brasileira em Odontopediatria e Clínica Integrada, 21, e0123. https://doi.org/10.1590/pboci.2021.041
Yunike, Y., Tyarini, I. A., Evie, S., Hasni, H., & Suswinarto, D. Y. (2023). Mutu pelayanan kesehatan terhadap tingkat kepuasan pasien. Jurnal Ilmu Sosial dan Kesehatan, 12(1), 183–189. https://doi.org/10.35816/jiskh.v12i1.990
Akbar, F. H., Awang, A. H., & Rivai, F. (2023). Effect of quality of dental health services to patient satisfaction in Indonesia 2019: Importance-performance analysis. Pesquisa Brasileira em Odontopediatria e Clínica Integrada, 23, e200098. https://doi.org/10.1590/pboci.2023.031
Akbar, F. H., & Pasiga, B. (2017). Patient satisfaction level with health care quality at Dental Hospital of Hasanuddin University. Atlantis Press.
Along, A. (2020). Kualitas layanan administrasi akademik di Politeknik Negeri Pontianak. Jurnal Ilmiah Administrasi Publik (JIAP), 6(1), 94–99.
Amir, A. M. I. M., Thahir, H., Indriani, L., Akbar, F. H., Habar, E. H., & Rieuwpassa, I. E. (2025). Assurance and empathy: Key drivers of patient satisfaction and loyalty in public-insured dental services. Journal of Dentomaxillofacial Science, 10(4), 215–219. https://doi.org/10.15562/jdmfs.v10i4.2140
Bleich, S. N., Özaltin, E., & Murray, C. J. L. (2009). How does satisfaction with the healthcare system relate to patient experience? Bulletin of the World Health Organization, 87, 271–278. https://doi.org/10.2471/BLT.09.067710
Byrne, M. J., Tickle, M., Glenny, A. M., Campbell, S., Goodwin, T., & O'Malley, L. (2019). A systematic review of quality measures used in primary care dentistry. International Dental Journal, 69(4), 252–264. https://doi.org/10.1111/idj.12453
Depkes RI. (2015). Profil Kesehatan Indonesia tahun 2015. Jakarta: Kementerian Kesehatan Republik Indonesia.
Dewi, F. D., Sudjana, G., & Oesman, Y. M. (2011). Patient satisfaction analysis on service quality of dental health care based on empathy and responsiveness. Dental Research Journal, 8(4), 172–177. https://doi.org/10.4103/1735-3327.8603
Kitapci, O., Akdogan, C., & Dortyol, İ. T. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia - Social and Behavioral Sciences, 148, 161–169. https://doi.org/10.1016/j.sbspro.2014.07.030
Luo, J. Y. N., Liu, P. P., & Wong, M. C. M. (2018). Patients' satisfaction with dental care: A qualitative study to develop a satisfaction instrument. BMC Oral Health, 18(1), 15. https://doi.org/10.1186/s12903-018-0477-7
Manek, O. (2020). Analysis of hospital health care, health facilities level I of BPJS patients satisfaction in Sikumana Public Health Centre Kupang. Journal for Quality in Public Health, 3(2), 544–552. https://doi.org/10.30994/jqph.v3i2.104
Mastuti, S., DAM, F. N., & Kusumastuti. (2021). Gambaran tingkat kepuasan pelayanan pada pasien BPJS PBI dan pasien BPJS non PBI yang dirawat di kelas III Rumah Sakit PKU Muhammadiyah Gombong. Jurnal Ilmiah Kesehatan Keperawatan, 17(2), 171–177. https://doi.org/10.26753/jikk.v17i2.660
Norjani. (2022). Analisis pelaksanaan program jaminan kesehatan nasional di Dinas Kesehatan Kabupaten Rokan Hilir. PREPOTIF Jurnal Kesehatan Masyarakat, 6(1), 864.
Malhotra, N. K., Nunan, D., & Birks, D. F. (2020). Marketing Research Applied Insight (6th ed.). Pearson. ISBN 9781292308722.
Pratama, Y. Y., Hidayat, M. S., Marwati, T. A., Handayani, L., & Adnan, M. L. (2022). Perbedaan tingkat kepuasan pasien JKN subsidi dan pasien JKN non subsidi dimensi reliability dan responsiveness: Studi kasus. Indonesian Journal of Hospital Administration, 5(2), 53–62. https://doi.org/10.21297/ijhaa.2022.5(2).53-62
Pratiwi, R. P., Misnaniarti, & Idris, H. (2022). Hubungan mutu pelayanan kesehatan gigi dan mulut terhadap tingkat kepuasan pasien peserta Jaminan Kesehatan Nasional. Jurnal Kesehatan, 13(Supplementary 2), 93–103. http://dx.doi.org/10.35730/jk.v13i0.860
Rahim, A. I. A., Ibrahim, M. I., Musa, K. I., Chua, S.-L., & Yaacob, N. M. (2021). Patient satisfaction and hospital quality of care evaluation in Malaysia using SERVQUAL and Facebook. Healthcare, 9(10), 1369. https://doi.org/10.3390/healthcare9101369
Rosidah, N. E., Nurbayani, S., Barus, A., Sofian, R., & Purnama, T. (2020). Kebutuhan perawatan gigi dan mulut pada pasien lansia di Poliklinik Pertamedika Bekasi periode Januari–Maret tahun 2020. JDHT Journal of Dental Hygiene and Therapy, 1(1).
Semedo, C., Costa, J., & Kern de Castro, E. (2025). The communication satisfaction of geriatric patients treated by dental students and dentists in a university dental clinic: A cross-sectional study. Geriatrics, 10(4), 93. https://doi.org/10.3390/geriatrics10040093
Septiani, D., Sughesti, D., Susanti, D., Sihombing, M. T. P., & Novitasari, S. (2022). Pentingnya menjaga kesehatan gigi dan mulut di era pandemi COVID-19, demi kelangsungan aktivitas usaha. Dedikasi PKM UNPAM, 3(1), 56–66.
Sulviana, F. (2024). Analysis of patient satisfaction with dental health services at the community health centre. Lentera Perawat, 5(2). https://doi.org/10.52235/lp.v5i2.355
Undang-Undang Republik Indonesia Nomor 36 Tahun 2009 tentang Kesehatan.
Vanesa, D., Firman, & Mesta, H. A. (2020). Analisis peningkatan kualitas pelayanan pasien menggunakan metode SERVQUAL dan Importance Performance Analysis (IPA). Jurnal Kajian Manajemen dan Wirausaha, 2(1), 28–35.
World Health Organization. (2022). Global oral health status report: Towards universal health coverage for oral health by 2030. World Health Organization.
Yong, A. J., Mohamad, N., Saddki, N., Ahmad, W. M. A. W., & Alam, M. K. (2021). Patient satisfaction towards dentist-patient interaction among patients attending outpatient dental clinic Hospital Universiti Sains Malaysia. Pesquisa Brasileira em Odontopediatria e Clínica Integrada, 21, e0123. https://doi.org/10.1590/pboci.2021.041
Yunike, Y., Tyarini, I. A., Evie, S., Hasni, H., & Suswinarto, D. Y. (2023). Mutu pelayanan kesehatan terhadap tingkat kepuasan pasien. Jurnal Ilmu Sosial dan Kesehatan, 12(1), 183–189. https://doi.org/10.35816/jiskh.v12i1.990
Published
2026-04-30
How to Cite
Azizah, S. (2026). Kualitas Pelayanan Gigi dan Mulut terhadap Kepuasan Pasien BPJS Rawat Jalan: Studi Cross-Sectional dengan Pendekatan SERVQUAL di Rumah Sakit Islam Jakarta Pondok Kopi. urnal romotif reventif, 9(2), 332-343. https://doi.org/10.47650/jpp.v9i2.2182
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Copyright (c) 2026 Siti Azizah
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